V-Flyer

On returning from my last trip the lovely baggage handlers somewhere along the way saw fit to rip off the lock and zip sliders and otherwise damage by large Travelpro Crew 5 suitcase.

Photos and explanatory text were duly emailed to VS who (eventually) responded with a personalised apology for the tardy reply and an explanation that their representative, Bagcraft, would be in touch. The same day I received a letter from Bagcraft inviting me to call.

From thereon in I received such sterling customer service that I felt I'd been transported to a previous golden age. A customised 2 hour pickup slot for my bag. A call to say it was received. A call to tell me what they thought the problems were and did I concur. A call to tell me which bits were fixable and what the timescales were. A call to tell me of a slight delay waiting on parts. A call to tell me what had been fixed and what was unfixable and a promised delivery date which was actually met. All in all a turnaround measured in days not weeks and a good standard of repair. And the piece de resistance? A brand new TSA lock attached to the suitcase (albeit not the kind I use as keys are there to be lost - that's why g-d invented combination locks) - something I had not expected at all.

Gary and Bagcraft - take a bow!

* like a million hotdogs.

Wow, what service! [y][y]

Although not travel related, the service I had from a toy manufacturer recently was not dissimilar. I rang up about a faulty power adaptor on the Monday and they sent stamps to cover the cost of sending it back. The stamps arrived on Tuesday and on Wednesday, I had a phone call to say they received the faulty adaptor and a replacement was sent out. On Thursday, I received the new power adaptor. The following Monday I had a phonecall from the director of R&D, who had a representive from the manufacturer of the power pack with him, to talk through with me about what happened and what suggestions I had to remedy the fault.

Now, I just wished certain companies customer services proved the same level of service as Decker's experience and mine.[:w][:w]

I had a similarly positive experience some years ago when VS trashed one of my hard Samsonite cases. I complained, sending in pictures of the damaged case (with its wheels hanging off and a gaping crack) and they couried a replacement case to my place of work within a few days. I was very impressed. [y]

Thanks,
Sarah