I like to report what I consider outstanding service when received from a manufacturer or service provider and that is the purpose of this post.
About three weeks ago I decided to order a built-in 50 amp surge protector device for my fifth wheel travel trailer.
EMS-LCHW50C They were offered as a factory option by NuWa on all HitchHikers but as I went down the options list in early 2007 ordering my trailer the list of expensive options and their price was adding up painfully fast so I didn't check the box for a surge protector.
I ordered a Progresive Industries device from Tweety's, an online RV parts retailer and got it via UPS a few days later. I haven't had time to install it yet but Saturday morning I was out in my barn where the trailer is stored and opened up the package to inspect the surge protector. I noticed that the cover which is attached to the body with six tiny screws had only two screws installed, four of the screw openings were vacant.
I (incorrectly) assumed someone on the assembly line had overlooked four screws so came inside and emailed Progressive Industries on their website and explained the situation and politely requested that four additional screws be mailed.
I sent the email and continued browsing on my computer and a few minutes later a pop-up told me I had received a message. I opened the message and was surprised.
The message was from the president of Progressive Industries who was apparently working in his office on Saturday. His message politiely advised me that the products are shipped like that intentionally because the other four screws and some other small parts necessary for installation are inside the cover.
I felt a bit stupid but was grateful for the outstanding service. How often does a consumer address a product question to a manufacturer and receive a personal email reply from the president within ten minutes?
An outstanding product and outstanding service from the company. Progressive Industries has my appreciation.
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