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Ian Lind • Online daily from Kaaawa, Hawaii

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Customer Service X 2: Wong’s Drapery & Brenthaven

March 7th, 2013 · 1 Comment · Consumer issues

Two reports of good customer service.

First: Wong’s Drapery. In early 2010, I described our good experience with Wong’s Drapery, a small family owned company where we bought a set of vertical blinds for one window in our living room (“Wong’s Drapery is a small business that earned our recommendation the hard way“).

All went well until one recent day when we were in the kitchen when we heard a sudden snap and the blinds, which are mounted at an angle, went sliding down to the low end of the track. Snap, slide, quiet. Apparently some piece that allied the blinds to be pulled into place broke and that was it.

So I walked into Wang’s showroom on Beretania Street one morning and arranged a service call from one of the store’s techs, Stacy, who also did the original installation.

Long story short. Stacy came out, removed the blinds, figured out the problem, carted the whole thing back into town, and just a few days later reported the repairs completed and was back to reinstall yesterday. Now it’s like a new set of blinds, all the key parts replaced. Wong’s got the job done, and gets my repeat recommendation.

Second: Brenthaven. Early this year, I commented on my adventure ordering the cool iPhone 5 case from Brenthaven, a company best known for its computer cases. When I asked about options to the standard express (and expensive) delivery, the company’s great customer service rep who arranged to bypass their normal routine and ship via inexpensive regular mail. I received the case, put it on the phone, and really like it’s minimalist approach to protection.

Then it happened. I was at the Kaaawa post office, pulling mail out of our p.o. box, which happens to be on the bottom row. So I was leaning over and…yes, the phone slipped out of my pocket and went crashing onto the concrete floor. I feared the worst, but when I picked it up, all was well. Phone safe and sound. The minimalist design worked as advertised and gave the phone all the protection it needed.

[text]Then, on closer inspection, I saw that the corner of the case had been broken–well, chipped–by the fall. You can see it in the top corner of this photo. That was pretty depressing until I thought of Brenthaven’s advertised lifetime warranty. The iPhone case wasn’t on the drop down list to request warranty service, so I sent off an email inquiry.

The response was quick and positive. Yes, the case is covered, based on my photo of the damage. And, yes, they would send a replacement. It arrived this week, and I’m a happy camper.

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  • Mr. Mike in Hilo

    It’s good to hear these kinds of stories. Recently, I was having a problem with the display on my coffee roaster, so I contacted the company that makes it. Although my roaster is out of warrenty, they quickly supplied me with a new display, and only charged me a small fee for postage. I dived into the innards of my roaster using their detailed instructions, and the operation was a complete success. My roaster is restored. I think I’ll send them some of my green coffee beans from Ka`u.

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