In the past couple of days, I've been in contact with both Meguiars & Mothers, regarding products. Both contacts were initiated through the companies' websites. The difference in responses, from their customer service departments, was quite surprising.
First the good:
Late Wednesday morning, I sent Meguiars a simple comment on my slight dissatisfaction with NXT Protectant. Within the hour, I had a nicely written response from one of their Surface Care Specialists, Brian Hann. He addressed all my points and offered me a choice of their other protectants as a replacement. I asked for some #38 Tire & Trim gel, since I have been unable to locate a supplier who carries it. He wrote back and said he would send it out soon. I expected I might get a sample size bottle next week sometime. TODAY, a full 16 oz bottle arrived by UPS! There was no request for a return of the remaining NXT or anything else. I was left with a great product and the sense that Meguiars really cares about their consumers. I will certainly remain a loyal customer as a result.
Now for Mothers:
Yesterday, I decided I wanted to buy one of their Chip Repair Kits (the Nanka equivalent). I wrote from the website to ask, simply, where I might find the kit at a local retail outlet, and what the MSRP was. The response was one that made me think they hardly had time for such a question. It was several hours before I heard anything, and then came the dismissive response: "It's easier to just order from us. An order form is attached for your convenience." I searched the tiny listings of the PDF form and found the kit for $19.99 plus shipping. I knew the kit sold for $12-14 retail, but it appeared they couldn't be bothered telling me where I might find it. And it's not like I live in a remote rural area. There are dozens of Mothers retailers in metro-Louisville. Oh well. I found it for about $9 on eBay and have it on it's way for about the expected retail price. But it'll be the last Mothers product I buy--even though I had planned to get their QD when my Megs ran out.
It's just on principle. In a world where big industry rules the roost, I will still always go where the service is best. </end rant>
First the good:
Late Wednesday morning, I sent Meguiars a simple comment on my slight dissatisfaction with NXT Protectant. Within the hour, I had a nicely written response from one of their Surface Care Specialists, Brian Hann. He addressed all my points and offered me a choice of their other protectants as a replacement. I asked for some #38 Tire & Trim gel, since I have been unable to locate a supplier who carries it. He wrote back and said he would send it out soon. I expected I might get a sample size bottle next week sometime. TODAY, a full 16 oz bottle arrived by UPS! There was no request for a return of the remaining NXT or anything else. I was left with a great product and the sense that Meguiars really cares about their consumers. I will certainly remain a loyal customer as a result.
Now for Mothers:
Yesterday, I decided I wanted to buy one of their Chip Repair Kits (the Nanka equivalent). I wrote from the website to ask, simply, where I might find the kit at a local retail outlet, and what the MSRP was. The response was one that made me think they hardly had time for such a question. It was several hours before I heard anything, and then came the dismissive response: "It's easier to just order from us. An order form is attached for your convenience." I searched the tiny listings of the PDF form and found the kit for $19.99 plus shipping. I knew the kit sold for $12-14 retail, but it appeared they couldn't be bothered telling me where I might find it. And it's not like I live in a remote rural area. There are dozens of Mothers retailers in metro-Louisville. Oh well. I found it for about $9 on eBay and have it on it's way for about the expected retail price. But it'll be the last Mothers product I buy--even though I had planned to get their QD when my Megs ran out.
It's just on principle. In a world where big industry rules the roost, I will still always go where the service is best. </end rant>
