Some of you may have read my recent long-term review of the Acratech Ultimate Ballhead I've been using for several years. In that review I mentioned just how awesome they are at providing customer service to support their products. Well, someone from Acratech read my review and noticed that I complained of springs popping out. They sent me an email asking that I send in my ballhead to fix the issue (which has to do with a retaining screw) and also stated they'll "make it like new". Oh, did I mention this is no charge. And, they'll turn it around in one day?
It is sooooooo nice to deal w/ a company who cares about their customers and stands behind their products 100%, even several years after the sale.
Just thought I'd share this with ya'll as I think it's important to recognize companies who treat people right.
Posted by Pam Colander on March 4, 2010 at 11:45 PM
Wow! That's a rarity these days...good deal Bret!
Posted by Bill Pelzmann on March 5, 2010 at 12:07 AM
That's good to know Brett. I haven't used mine for years because of those %$*# springs.
Great customer service, but a rather poor design feature on an otherwise great product.
Bill: Call 'em up and I bet they'll offer to fix yours for free, too. Everyone I know who has dealt w/ Acratech has had nothing but positive feedback, and I know a lot of people who own their products.
Posted by Laurie Wendt on March 5, 2010 at 9:57 AM
Bret, Great to know they stand by their products. I've had one for about 4 years now. It's taken a few tumbles and still works fine.
I love companies like that. More and more I'm buying from others that stand by their products - Arc'teryx, Patagonia, etc. Sure, the gear is more expensive - but they'll fix it forever.
I'm a big fan of Patagonia not only for their service and product, but because of their very real dedication to the environment and because they treat their employees well. Not too many companies out there who realize their employees and their customers are the only reasons they stay in business.
The founders of Patagonia and North Face (Yvon Chouinard, Doug Tompkins) have arguably done more for conservation in South America than any other individuals. It's really impressive - anyone who hasn't read the story, check it out.
This is a little bit off-topic but if you haven't read "Let My People Go Surfing" by Yvon Chouinard - the founder of Patagonia - you should add it to your list.
Discussion
9 repliesIt is sooooooo nice to deal w/ a company who cares about their customers and stands behind their products 100%, even several years after the sale.
Just thought I'd share this with ya'll as I think it's important to recognize companies who treat people right.
Great customer service, but a rather poor design feature on an otherwise great product.