Evil_inc
02-27-07, 08:44 PM
So every moder knows of, owns, or borrows a dremel or dremel lookalike. Everyone knows how good their product is and how easy it makes most jobs. But not many people know the customer service as well as I do.
I started on my case mod of awesomeness about three months ago, and a month into it I realized that I need a dremel. So I went out and bought an XPR for $70 and started working. As many people do I did not read the manual, so about two days later the motor burned out in a puff of smoke (more of a plume). It was a "so what now" moment.
Anyway I went to the dremel site and looked up the place to get it repaired and I sent it away with a note containing my address and that it was broken. About 6 days later i received the dremel, not a bill, the dremel. I open up the box and inside I a letter about care of the tool, the dremel itself, an invoice (which said free of charge), an appologie letter for the break down of the tool, and a free bit. All in all they gave me about $70 in repairs and bits for free for a note saying nothing more than "It dosent turn on" and damage done to it which was probably my fault.
But wait it gets better.
I was cutting circular holes in wood with the compass tool and was rushing to get it done so i was pushing a little too hard. The bit broke off at the chuck. So I drive over to homedepot and pick up another one. Later, after seeing, that there were no off brand bits made of a stronger material I e-mail dremel about making a stronger bit and mentioned that the bit had broken. They respond to me the next day saying they have sent the idea to their marketing team and gave me detailed instructions on the use of that bit and a guess at what happened. Then they apologize for the bit breaking (even though it was my fault) and offer to send me a replacement free if charge (even though I said nothing as to them replacing the bit). That replacement arrived today containing THREE bits instead of just one. Not only did they go the extra mile and replace the product but they practically flew it giving me more bits than I had originally bought.
Dremel makes a great tool and treats its customers like gods. I have yet to find a better company anywhere on any market. Period.
I started on my case mod of awesomeness about three months ago, and a month into it I realized that I need a dremel. So I went out and bought an XPR for $70 and started working. As many people do I did not read the manual, so about two days later the motor burned out in a puff of smoke (more of a plume). It was a "so what now" moment.
Anyway I went to the dremel site and looked up the place to get it repaired and I sent it away with a note containing my address and that it was broken. About 6 days later i received the dremel, not a bill, the dremel. I open up the box and inside I a letter about care of the tool, the dremel itself, an invoice (which said free of charge), an appologie letter for the break down of the tool, and a free bit. All in all they gave me about $70 in repairs and bits for free for a note saying nothing more than "It dosent turn on" and damage done to it which was probably my fault.
But wait it gets better.
I was cutting circular holes in wood with the compass tool and was rushing to get it done so i was pushing a little too hard. The bit broke off at the chuck. So I drive over to homedepot and pick up another one. Later, after seeing, that there were no off brand bits made of a stronger material I e-mail dremel about making a stronger bit and mentioned that the bit had broken. They respond to me the next day saying they have sent the idea to their marketing team and gave me detailed instructions on the use of that bit and a guess at what happened. Then they apologize for the bit breaking (even though it was my fault) and offer to send me a replacement free if charge (even though I said nothing as to them replacing the bit). That replacement arrived today containing THREE bits instead of just one. Not only did they go the extra mile and replace the product but they practically flew it giving me more bits than I had originally bought.
Dremel makes a great tool and treats its customers like gods. I have yet to find a better company anywhere on any market. Period.