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2 Excellence in Customer Service awards today. One for Finis and one for Newton Running.
In the last week I’ve had truly outstanding experiences with both of these companies and wanted to relate them to you here.
In no particular order:
Newton Running: When I was in Arizona I grabbed a new set of Newton Distance runners. I previously had a set of 11’s and thought they may be a little small, so when I was in Tempe, I tried some 11’s and 11.5’s and thought I had a better fit with the 11.5’s. After getting back to Toronto (with no box and no receipt) and putting a couple of hours into the 11.5’s I found that, in fact, they were too big. 🙁 I pinged Newton customer service to see if there was anything that could be done and to my amazement, after some pretty minor back and forth (proof of purchase in terms of a credit card statement, pictures of the shoes, etc.) I was given an RMA# to send the shoes back and have a pair of size 11’s shipped to me!
Finis Inc.: I absolutely LOVE my swimp3. It allows me to swim my 6+ hours weekly and have music or podcasts or audio books droning in my head rather than just the sound of water (which is ok sometimes but I really do like having some tunes in the background). I baby my Swimp3: I store it in a hard case in my swim bag, never pull it by the wires, etc. Essentially I want to make the device last as long as possible (they aren’t cheap). Well my latest swimp3 started acting wonky last week: it probably had over 300 hours in the water on it and so I could hardly feel ripped off if it’d just died a timely death, but again, I pinged customer support to see what, if anything, could be done. Other than showing proof of purchase there were no formalities with Finis. A RMA# was issued and soon a replacement will arrive!
Companies around the world should look at these 2 examples of how it should be done. So often we’re quick to slam companies for poor service and silent about great service. I wanted to give some praise because it’s due. Well done Finis and Newton. Well done!
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