steveb leatherworks: the blather

So, the last time I checked in – I was pissed. Well, I got this missive from Tempur-Pedic based on their seeing my post…

Dear Steve,  My name is Margaret and I work for Tempur-Pedic.  Part of my job entails working through social media; Facebook, online submissions, etc.  This morning, I was made aware of your Customer No Service rant.

First, allow me to apologize for the service you received.  Please know that it is not the service we strive to provide to each and every customer. Our pillows have a 3 year warranty, and as such we should have investigated every avenue to replace your pillow because of the faulty bag.

It would be my pleasure to send you a new travel pillow, free of charge, if you would be so kind as to email me your mailing address.  Once I enter it into the system, you should receive the replacement in 5-7 days.

Again, I apologize for the lack of service you experienced previously and hope that I can, in some small way, restore your faith in Tempur-Pedic.

Thank you,  Margaret

to which I responded:

Hi Margaret: Thanks for following up.

Really, I don’t need a new pillow, simply sending me a case (or 2..lol) will suffice. I am not looking for freebies or glad handing, but I appreciate the gesture and will certainly get good use of it if sent.

In closing, I am a fan of the product, it has always delivered.

regards:

to which Margaret responded:

Good morning Stephen,

Thank you so much for responding to my email.  I appreciate the fact that you weren’t really looking for anything, but the truth is, you were entitled to a replacement.  However, for some crazy reason that I cannot fathom, we do not make or sell the bags separately.  I am very happy to send you a replacement and in the future, if the zipper breaks again, please do not hesitate to contact me.

I have entered an order for your replacement pillow under the number <snip>.  In addition, I am sending you our Travel Comfort pillow, a travel sized version of my personal favorite.  I hope you enjoy it as much as I have.

Again, I apologize for the lack of service you received earlier, and hope you have a terrific day. Thank you, Margaret

So there ya go, Customer-no-service turned around into Customer-Good Service!  Well, it is a shame that we’ve got to go through all kind of machinations to get a Company’s attention – but it is also real nice to see that there are people, thinking people no less,  behind the office park glass. Thanks Margaret, Thanks Tempur-Pedic, in the end you acted stand-up!