PACKAGE RECEIVED.....

[Beer-lord]

It's simply the power of positive thinking. Except it doesn't work when you want money, works only on dent removal.
Seriously, I hope this turns out to be ok. I'm anxious to hear how it works out for fermenting.

[RickS]

Now that is what I call FM (F------ Magic).

[ScrewyBrewer]

That has got to be a beermiracle! Good to hear everything seems to be fine now.

[RickBeer]

I actually had to get my phone to show my wife that I wasn't being stupid about it, because we all know our wives think we are idiots!

Bet that worked out well.

Him: See, it was dented!

Her: Yes dear. (As in, "I don't give a hoot" and "Nice job with photoshop honey").

[D_Rabbit]

So I am waiting to see how this turns out. Since the beermacle happened and now my fermenter is not damaged I want to see how they still respond customer service wise. Once that happens I will let them know I know longer need the new fermenter. Until then I want to see how they deal with this. I got an email earlier today that stated they received my email and voicemail and would be in touch soon with the decision. I just emailed them back since it's the end of the day and requested a definition of soon so I can have a timeframe as to when I might get it. Let's see how long it takes this time.

[D_Rabbit]

Where here is the latest with the back and forth with them. I just got an email from them in regards to the fermenter. The latest replay says "It leaves tomorrow, Cheers". No questions or requests about the first one and sending it back. Guess I will wait and find out if they send a return label for it. I shot him an email back advising that the damage seems to have worked itself out. See if they get it in time. Otherwise I will send back the first one just in case there was any compromise in the integrity of the plastic due to it being compressed like that.

Since I sent them the email late on friday I can only say that the customer service has been extrordinary. No real long term back and forths about the damages or hemming and hawing about replacing it. Just straight up fast responses and great customer service. Would recommend them to anyone at this point.

I think the biggest saving grace which created the quick turn around was the fact that I took several photos of the damaged product and box right at the time of the delivery drop off so there wasn't really any question about how it was damaged. I opened the package within 10 minutes of receiving it and emailed them probably within 30 minutes of finding it damaged from the time of delivery.

Again, I would recommend them at this point. Fast responses and no hassle on the exchange.

[FedoraDave]

I think you're wise to keep the replacement and return the original, for the very reasons you enumerate. Who knows what may happen six months down the road, and then you'd be screwed, blued, and tattooed.

Kudos for you, also, for your candid assessment of their customer service and response. A lot of people would be so soured, they wouldn't be able to say a good thing about them if they discovered a cure for cancer.

Good job all around, Dan.

[D_Rabbit]

Having a background in Customer Service i am quick to judge any company in relation to the service i give others. Some situations are controlable, such as timely responses, and some are not, UPS using my fermenter as a soccer ball. I have no issues giving kudos when they are earned or letting higher management know when more training is needed.

I have learned from my experience that great customer service can earn you 2-3 new cuatomers where bad customer service and lose you 15-20 customers.

[RickBeer]

UPS will likely be paying for all of it...

[FedoraDave]

The thing is, it doesn't seem as though it was packaged correctly to begin with, so the responsibility would fall back onto the packager.

[RickBeer]

UPS would have to prove that. They accepted the package, there normally would be insurance on it, therefore they would have to pay. If claims start climbing then UPS would ask to test the packages and then mandate a change.

Q. Who determines whether a package was properly or adequately packed?
A. UPS uses a third-party vendor to manage the claims process for packages with values declared in excess of $100. This vendor adheres to the small package carrier industry standard ISTA 3-A packaging guidelines for analyzing the integrity of packaging and associated materials.


I believe the item was $100, so if they didn't declare it in excess UPS would normally pay.

[John Sand]

I'm really glad that it worked out well, and that this product has solid customer service.

[DaYooper]

It seems that people who start or work for beer-related companies tend to be amazing, most likely because they are home brewers too and understand a botched order can completely ruin a weekend. When I ordered my STC-1000+'s and asked if I could have the newer 1.06 firmware rather than the 1.05, Will jumped at the chance to do it up custom for me and even through in a second probe. For all we griped about MrB no one can say their customer service is nothing but awesome. I think we all picked the right hobby to be passionate about since just about everyone we deal with has that same passion.

[D_Rabbit]

Just to close out this thread. Received the new conical. No dents. Was just the plastic conical. Wasn't a whole other setup. Will now have to try and figure how how to piece together those extra pieces so I have 2 I will post a new thread when I get it set up and ready for filling/filled.

[ScrewyBrewer]

Sounds like a workable solution.