Wednesday, March 24, 2010

Customer Service is not dead!

If you are a follower you know that not long ago my best cardmaking friend passed.  DIED right there in the middle of making a card.  My best little green machine broke... My Cuttlebug just could not go on anylonger. 

This is a bit of a story but believe me you will want to read the whole thing.

Ok on with the story.        Well I have to give credit to a good friend that said.. "send ProvoCraft an email. whacha got to loose".  I thought about it and said to myself.. Myself.. Right .. what do I have to loose.  See what they have to say.  So I sent off an email.. Nothing bad just explaining that while I was using my Cuttlebug the side popped off.  Here is a copy of what I sent them,... just so you see I was just inquiring.

I am very upset about my Cuttlebug. I Just love it and tell everyone about it all the time.. on my blog and elsewhere but two days ago I was cutting with it and the side just popped off. It scared the living crap out of me. I put it back on but it will not cut any longer. The whole top splits open. Is there something that can be done? What kind of warranty do you have? I just don't think something like this should happen. I have asked many people I know that also have them and they have never heard of such a thing happening.

Nice email right.. nothing bad..

Well a few days went by and then I received an email from the "Response Team". 
Here is a copy of it:

Hi Mary,

Thank you for contacting us. Sorry for the inconvenience we will be replacing your Cuttlebug. Processing is 1-2 business days and then it will be shipped out to you.
Make it a great day!
Response Team

I couldn't believe it.  I'm getting a new one.. WHAT???  A couple of days later I got a confirmation email telling me it was shipped.  IT IS TRUE~!

Soooo guess what was waiting for me when I got home today.  YESSSS My little green friend has come home to me.  I love this guy.. he is perfect and adorable. 

This is what was waiting for me when I got home.

LOOK.. In a original box.. Brand new.. not refurbished.   
Look how GREEN and beautiful he is. .Now not only have they just replaced the little thing but a bonus.. On top of sending me a new machine look what else.

So to ProvoCraft I say THANK YOU!  You are a great company and stand behind your product.  It is hard to find good customer service now days or a company that cares about their customers but you definitely are one of the good ones out there.


Lisa said...

Yay Provo Craft! You rock!

Gwen said...

That is FANTASTIC!!!! I would be lost without my Cuttlebug. So happy for you and your new little machine. Enjoy!


Dalis said...

yay!!!! I contacted this week Hero Arts about a stamp set I got that is just damaged and they are replacing it too... yay to us!!!!

oh btw Mary... you will be glad to know that this week AND next week is ALL ABOUT ANIMALS @ Pile It On!... so color your heart's content and play with us...

and thanks for keeping and eye on us!

-- dalis
PIO Owner

Sally said...

Kudos to Provo Craft and I'm so happy the replaced it for you. No hassel... Now that's what I call customer service.