It doesn't happen often, so when I find a company that I do business with that treats me like a "customer" I like to give them the Kudos they deserve.
I have a old Lincoln car that I have to keep outside do to lack of space in the garage. Here in Arizona, the sun will bake anything left outside without some type of shelter, so I have been buying cheap car covers to try to shelter the old girl. After three different cheap ill fitting covers are destroyed by the sun and wind, I decided to spend a bit more for a custom cover.
Amazon offers a product with an "unconditional satisfaction guarantee" from EzShade. I was amazed at the fit when it showed up and was very pleased with my purchase.
Recently high winds caused a small tear in my cover. This was probably caused by my lack of tightening the hold down strap firmly enough, not because the product is defective. I contacted EzShade customer service via email and asked them what they would recommend I use to repair the tear so it doesn't continue to get larger. Within about 2 hours I got an email back from them with a statement that they were very sorry to hear I had this problem and a request for a photo of the damage, which I sent right back to them. Then a bit later I get another email with an offer to replace the cover or if I would prefer they would refund my purchase price in full. I was flabbergasted at this offer since it was a smaller tear and probably caused by my lack of tightening the strap down firmly enough and I wrote back that I'm probably the cause and this generous offer is way above my expectations. I'm simply looking for suggestions on the proper repair methods. She came back with "our company policy is total customer satisfaction" and we would like to replace the cover for you or refund your money, which would you prefer? Well, I have never had this customer service from anyone. First I hear from them the same day I contact them, second they make me an offer that is far beyond expectation...I'm feeling guilty for contacting them in the first place, but I accept the offer to replace the cover and ask them where I should return the damaged cover. No need to return it, she says, I don't want to put you through that expense and effort. All I can do is thank her. Two days later UPS shows up with a new cover. EZShade is the name of the company and available on Amazon. Variety of shades and covers. If you're in the market for one, they are a great company to do business with. Nice products, great fit and super customer service!
I have a old Lincoln car that I have to keep outside do to lack of space in the garage. Here in Arizona, the sun will bake anything left outside without some type of shelter, so I have been buying cheap car covers to try to shelter the old girl. After three different cheap ill fitting covers are destroyed by the sun and wind, I decided to spend a bit more for a custom cover.
Amazon offers a product with an "unconditional satisfaction guarantee" from EzShade. I was amazed at the fit when it showed up and was very pleased with my purchase.
Recently high winds caused a small tear in my cover. This was probably caused by my lack of tightening the hold down strap firmly enough, not because the product is defective. I contacted EzShade customer service via email and asked them what they would recommend I use to repair the tear so it doesn't continue to get larger. Within about 2 hours I got an email back from them with a statement that they were very sorry to hear I had this problem and a request for a photo of the damage, which I sent right back to them. Then a bit later I get another email with an offer to replace the cover or if I would prefer they would refund my purchase price in full. I was flabbergasted at this offer since it was a smaller tear and probably caused by my lack of tightening the strap down firmly enough and I wrote back that I'm probably the cause and this generous offer is way above my expectations. I'm simply looking for suggestions on the proper repair methods. She came back with "our company policy is total customer satisfaction" and we would like to replace the cover for you or refund your money, which would you prefer? Well, I have never had this customer service from anyone. First I hear from them the same day I contact them, second they make me an offer that is far beyond expectation...I'm feeling guilty for contacting them in the first place, but I accept the offer to replace the cover and ask them where I should return the damaged cover. No need to return it, she says, I don't want to put you through that expense and effort. All I can do is thank her. Two days later UPS shows up with a new cover. EZShade is the name of the company and available on Amazon. Variety of shades and covers. If you're in the market for one, they are a great company to do business with. Nice products, great fit and super customer service!
