Sometimes You Can Get Some Satisfaction. A Customer Service Miracle.

Shit breaks. Usually just after the warranty expires. That’s life. And it blows. But I recently had a customer service experience that gave me reason to believe that some companies DO care about their image and relationship with customers and I think that that company – Phil & Ted’s U.S. importer, Regal+Lager USA, deserves a shout out.

We have a Phil & Ted’s Sport Buggy stroller…which we love and which we honestly beat on almost daily (we took it out in our neighborhood yesterday along unshoveled sidewalks…while Bugaboo owners watched longingly from their homes noses pressed up against the glass like sad puppies). While well built, in the year plus that we’ve had it, a few minor things have worn. Two pegs that keep the thing closed when folded cracked…but it was a missing end cap that covers the front wheel joint that prompted me to call the store we purchased it at about buying a replacement.

The store pointed me to their Regal+Lager rep who promptly returned my call (during the holidays it should be noted). After telling her what I needed and hearing her eagerness to provide the part, I mentioned the parts that had cracked and something that was my fault – a rear fender had cracked when I dropped the stroller out of the back of our SUV. She offered to send me replacement parts – get this…FREE OF CHARGE. The box showed up three days later.

If you’re looking for reasons to believe this holiday season, feel free to use this one!

And if morals are your thing, I think this experience demonstrates a good one noodads – if something doesn’t live up to your expectations, even if the warranty’s come and gone, it never hurts to ask for some satisfaction. Just set a good example for your kid and do it nicely.