Too many times we forget to post when we get exceptional service. Here's an instance of it
My faithful Surge Guard Pro from Southwire was almost 6 years old and has served faithfully outdoors it's whole life in everything from blizzards to 110 degrees and no shade. It's saved the coach from miswired electrical posts and assorted low and high power at least three times that I know of. About 4-5 weeks ago I noticed that the Arizona sun had finally finished off the faceplate.the unit still worked fine and you could read the digital display if you concentrated. The faceplate was a self adhesive part and is nòt a structural part of the unit.
Took a picture of it, looked up customer service for Southwire and sent an email asking if it was possible to get a new faceplate decal and window for the display. Remember, it is almost 6 years old and I wasn't expecting any type of "freebie". It didn't surprise me that the faceplate faded and looked bad, UV and time will do that.
Imagine my surprise when the next day I got an email from a very nice and friendly customer service manager who said " that shouldn't have happened. If you will send us the Surge Guard we will either repair or replace it". Figured I don't have much to lose, so sent it to them. Cost $27.00 to Priority Mail it.
Kerri, the customer rep, emils me the same day they received it and said that since it was the older model from two updates ago they were going to replace it and the new one would ship that day so the coach would be unprotected as short a time as possible.
I don't know about you all, but I consider that kind of customer relations amazing. Six years old, and something that I truly think they could have said "oh well" and they replace it at no charge ? Guess who I will forever recommend for a power guard system.
My faithful Surge Guard Pro from Southwire was almost 6 years old and has served faithfully outdoors it's whole life in everything from blizzards to 110 degrees and no shade. It's saved the coach from miswired electrical posts and assorted low and high power at least three times that I know of. About 4-5 weeks ago I noticed that the Arizona sun had finally finished off the faceplate.the unit still worked fine and you could read the digital display if you concentrated. The faceplate was a self adhesive part and is nòt a structural part of the unit.
Took a picture of it, looked up customer service for Southwire and sent an email asking if it was possible to get a new faceplate decal and window for the display. Remember, it is almost 6 years old and I wasn't expecting any type of "freebie". It didn't surprise me that the faceplate faded and looked bad, UV and time will do that.
Imagine my surprise when the next day I got an email from a very nice and friendly customer service manager who said " that shouldn't have happened. If you will send us the Surge Guard we will either repair or replace it". Figured I don't have much to lose, so sent it to them. Cost $27.00 to Priority Mail it.
Kerri, the customer rep, emils me the same day they received it and said that since it was the older model from two updates ago they were going to replace it and the new one would ship that day so the coach would be unprotected as short a time as possible.
I don't know about you all, but I consider that kind of customer relations amazing. Six years old, and something that I truly think they could have said "oh well" and they replace it at no charge ? Guess who I will forever recommend for a power guard system.
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