|May 02, 2007, 10:45 PM|
St. Pete, FL
Joined Feb 2006
Eagle Tree: Excellent Products - Great Customer Service!
My wife and sons pitched in on a Tower Hobby gift certificate for my birthday recently, and I couldn't wait to use it for the E-Logger V2. I ordered the logger, temp sensor and brushless RPM sensor. To my delight I found the postlady at my door with a package less than a week later. (Kudos to Tower, for that.)
But to my dismay, I found among all the little baggies and envelopes, NO E-Logger! The temp sensor was there. The RPM sensor was there. Even the USB cable, instruction booklet and CDROM for the logger were there, but the E-Logger itself was nowhere to be seen.
So I called Tower, and they explained that since the package was missing a part from a manufacturer-packed product, I needed to deal directly with Eagle Tree, the manufacturer. Which I did.
I spoke with William, and he apologized sincerely for my experience. He asked for an email with the particulars- address, short description of the problem, purchase details, etc. for their records. I received an acknowlegement email back from him a short time later. He explained that because it was Friday afternoon, it would be Monday before a replacement could be sent out.
Well, here Wednesday, 3 business days later, my E-Logger arrived safe and sound! Now William (or is it Bill?) didn't know me from Adam, and as far as he knew, I could have just made up the story, looking for some, "extra" free merchandise. But I wasn't and he gave me the benefit of any doubt.
This is honorable customer service. And I really appreciate it, despite a minor inconvenience of having to deal with someone's oversight. But EagleTree stood behind their customer, and I for one want to say: "Thank You, Eagle Tree!"
PS. I really love the E-Logger. I've played with it all evening and expect long, useful service from it.
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