I know there have been a few discussions of customer service recently -
reports of good examples as well as debates over what it actually is.
I'd just like to share a pleasant shopping experience I had recently...

I ordered a Rabbet Bit Set from Infinity Tools a few months ago (one
large straight cutter, several bearings with screws to make it
adjustable). A while ago I was using it in my table and apparently
used a bearing retaining screw that was too short for the bearing I
picked, because the bearing came loose during use and the screw+washer
went flying. (Yes, I was wearing goggles, but no, they didn't fly
towards me...) Anyway, I somehow managed to find the washer but the
retaining screw had disappeared. So I recently ordered a few more
router bits from Infinity, and I decided to add a little comment that I
had lost a bearing retaining screw, and could they possibly send me
another one. I received my order yesterday, and not only did they send
a new screw, but they sent a whole bearing kit. Wow! Apparently my
fault that I used the wrong screw in the first place, but they went
ahead and replaced the whole shebang, free of charge and no questions
asked.
They'll certainly continue to get my business in the future - excellent
quality product, reasonable price, and excellent service to back it up.
Andy

Yes, that is great customer service.

"Andy" wrote in message
ps.com...
I know there have been a few discussions of customer service recently -
reports of good examples as well as debates over what it actually is.
I'd just like to share a pleasant shopping experience I had recently...

I ordered a Rabbet Bit Set from Infinity Tools a few months ago (one
large straight cutter, several bearings with screws to make it
adjustable). A while ago I was using it in my table and apparently
used a bearing retaining screw that was too short for the bearing I
picked, because the bearing came loose during use and the screw+washer
went flying. (Yes, I was wearing goggles, but no, they didn't fly
towards me...) Anyway, I somehow managed to find the washer but the
retaining screw had disappeared. So I recently ordered a few more
router bits from Infinity, and I decided to add a little comment that I
had lost a bearing retaining screw, and could they possibly send me
another one. I received my order yesterday, and not only did they send
a new screw, but they sent a whole bearing kit. Wow! Apparently my
fault that I used the wrong screw in the first place, but they went
ahead and replaced the whole shebang, free of charge and no questions
asked.
They'll certainly continue to get my business in the future - excellent
quality product, reasonable price, and excellent service to back it up.
Andy