can you serve your customers this well?

The new Delsay suitcase

The new Delsay suitcase

The internet is full of complainers about bad customer service (I am occasionally guilty of complaining) which really doesn’t mean a thing to most businesses unless something goes viral and who has time for that?

Yet in addition to the occasional complaint, I also am of the school of ‘don’t recognize a problem without offering a solution” as well as “be as effusive in your praise as you are in your condemnation”. (OK on that last one, I’m not sure there’s an actual school).

So as you may recall from a Facebook post this summer (because where else was I going to share such useless information) I got a new suitcase. I know, the shock of that news probably still makes you woozy but stay with me here.

The brand of suitcase I bought was Delsay and I bought it not because of the brand (which sorry to say I didn’t know – not a student of luggage, just a very big user of it) but because of all the suitcases at the Marshall’s store I was in, it looked the best (believe me, I was in there for an hour checking every darn thing out).

So using the suitcase for about 3 months, the retractable metal handle was giving me problems. Sometimes it would open and sometimes not. Sometimes it would close and sometimes not. Both at completely inopportune times, like when a line of people behind me on the airplane are trying to get to their seats and I could not get my suitcase in the overhead bin cause the damn handle won’t CLOSE!!!!!’

Well one day on a trip (again after only about 3 months of use) the handle just plain broke. I wasn’t even angry. Not surprised but maybe a little disappointed.

I went on line to the customer service page of Delsay and saw there was a repair center in Buffalo at a very well respected luggage store. So I went over there to see how much the repair would cost. The gentleman at Militello’s Luggage was very nice and said before he quoted it, he wanted to call Delsay because it might be under warranty.

A bit embarrassed, I advised the owner I bought the luggage at Marshall’s – a discount store. None the less, he said he would let me know what he heard and then call me back.

Not only was it covered, but Delsay said forget the repair, we’re sending you a brand new suitcase. And not the same one, but, like a much nicer one than I bought. I had to pay $10 or something for handling.

Done! Done with joy. Done with a happy dance — that might have kinda creeped out the guy from the luggage store.

So in return, I must advise you, nay order you to only buy your travel luggage from Delsay. Period. No one else ever again – Delsay is the brand to buy for your luggage. Cause mistake can happen occasionally and Delsay professionally fixes the mistakes.

And I have not had a stich of problem with my new bag. Thank you Delsay.

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3 Responses to “can you serve your customers this well?”

  1. [...] The new Delsay suitcase The internet is full of complainers about bad customer service (I am occasionally guilty of complaining) which really doesn’t mean a thing to most businesses unless something goes viral and who has time for that?  [...]

  2. [...] Can You Serve Your Customers This Well?  Peter O’Connell [...]

  3. How convenient and timely. My carry-on luggage was broken just this morning. I may be in the market, and now I know what to look for. :)

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