Amazing Customer Service Experience
Written: Jun 23 '08
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A few months ago I purchased an expensive flat iron from Folica. I rarely splurge on myself and it was a rather significant purchase for me...so you can imagine my horror when the iron fell into the toilet during a recent cleaning spree in the bathroom! The iron was unplugged at the time, but I decided to heed the warnings in the instruction manual and not attempt to test it, since it had been partially submerged in water.
The iron I bought came with a 1 year warranty, and although I felt certain the accident wouldn't be covered for free, I decided to contact Folica to see how much it would cost to get it repaired. I received a response to my email the next day, and was surprised to read that I could send in my waterlogged iron for a replacement under warranty! I assumed the woman had breezed through my email and thought my iron had a defect, so I replied back to once again explain what happened and make sure I was understanding her correctly. I received a reply the next day from a different customer service representative who assured me that the iron would be replaced under warranty. I was given detailed instructions and was told that I would need to include a check for $9.95 to cover processing and shipping.
I sent my iron and a note explaining what happened to Folica's warranty department, still doubtful that I would receive a replacement. They processed my request within 3 days of receiving my iron, and shipped a brand new iron to me via UPS (it arrived the next day)! I am still completely shocked that any company would do this for a customer. I guess it never hurts to ask!
Recommended:
Yes
What product did you purchase or try to purchase? Sedu Flat Iron
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About the Author
Location: Upstate NY
Reviews written: 3
Trusted by: 0 members
About Me: Work at home mom with B.S. degree in architecture.
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