Customer Service with a Happy Ending
Back in December, I read on Blogging Baby about a diaper bag from a company called Passchal. They called it their "dad's baby bag." It is no secret that I love bags. I had been shopping for the right diaper bag since a long time before my little guy was born, and still hadn't decided on one yet. I sent the link for the Passchal diaper bag to my brother, stating both how cool the bag was, and how cool that it's made from recycled inner tubes. The smell of inner tube rubber may be off-putting to some but to me, it evokes memories of Summer time in Texas, visiting Schlitterbahn or floating down the Comal River.
So I guess I wasn't too surprised (ok slightly) when I opened my Christmas gift from my brother, and there was the bag. Mama's very own "dad's diaper bag." I swiftly packed up the essentials into my new bag (Mama's got a brand new bag!). Diapers, wipes, cream, change of clothes, pens, lip gloss, you know - the essentials! I stuck the bag next to the door and even was able to pack a small sized football in for a trip to the park. As we were leaving, I went to pick my lovely new bag up, and the strap ripped free of the bag and flew in my general direction, causing me to lose hold of the strap, and the bag, and luckily not anything else as I was holding my baby. At first I was shocked, but I just clipped it back on and went on my way.
Then, it happened again. And again. And several more times after that. It just didn't feel right. I've made several bags in the past and I have to admit, the clips did seem a little light weight for the size and function of the bag. I wanted to love the bag, but it did not want to love me back. So after much hoping that the problem would resolve itself (why don't they ever just resolve themselves, problems?) I faced up and realized that I didn't love the bag this way.
So I bucked up and e-mailed the folks at Passchal. I told them that I do love so many things about the bag but then I itemized the things that I thought were weak points about the bag. I felt a little guilty griping and moaning but I felt like it could at least benefit the future owners of this bag somehow, so I did it anyway. I tried to make it clear that I did like the bag but I thought it could be better. Minutes later, I got a response from Passchal's co-founder. He asked me to stop using the bag for now and asked my address so he could send me a new, improved bag. I was so impressed with this response that I sent my address right away and included my phone number in case they wanted to ship with Fedex or something. Not a second after I hit send, my phone rang. It was Ken, co-founder of Passchal, calling me to thank me for my feedback and also let me know he was going to send a replacement strap, but still not to use the bag around the baby. Wow - that is some customer service! He actually thanked me for being so nice as he said he wouldn't have been as kind with that kind of feedback. He also mentioned that they didn't have the capital to put together focus groups when they rolled out the product, so feedback like this was essential for his business.
So guess what? Mama's gettin ANOTHER brand new bag! And daddy might get the leftovers as a messenger bag - if he's lucky ;) I feel a little bad receiving the free bag, but I'm certainly happy with the way they handled the situation. Anyone else had huge success with customer service? I think small business does a better job of it, so I'd love to hear about some local businesses who really stand behind their product like this.