Easton Bell Sports: Now That’s Customer Service

Entrepreneurship, Health

Easton Bell $0.00 highlighted

Just wanted to send out some well-deserved praise for a company with excellent customer service.

Last December I damaged my Giro snowboard helmet.  I bent the metal snap of the goggle strap on the rear of the helmet.  (I mean the strap at the rear that clamps down over the strap of ski goggles).  After unsnapping the strap to remove my goggles, I found I could no longer close the snap.

I use this snowboard helmet for winter cycling.  As I don’t have a car, I need it on a daily basis.  This was an especially cold winter here in Madison.  I generally switch from wraparound glasses to ski goggles below 15°F.  While I don’t use goggles everyday, this is Wisconsin!

So, I emailed Giro, asking where I could buy the replacement parts.  I wasn’t optimistic.  In this age of disposable products and terrible customer service (I’m looking at you, AT&T, major airlines, Chase Bank, etc.), I half-expected to be told there are no replacement parts, if I were to be answered, at all.

They actually got back to me the very next day.  It was Customer Service Rep Amber Thomas, from Easton-Bell Sports, the parent company of Giro.  She said she would put the replacement strap in the mail, and I should receive it by the end of the week.  Sure enough, the strap arrived two days later.  I was thrilled to be able to use my goggles the rest of the season, without having to buy a brand new helmet.

(For those of you who say you don’t need the helmet strap to use goggles:  while running errands around town on my bike, I’m constantly removing my goggles and putting them back on.  This is much, much simpler to do with your helmet’s goggle strap latched to your goggles, as if the goggles were an integrated part of your helmet.)

When I wrote Amber back expressing my gratitude, she replied, “We just want you to have a fully functioning helmet.”

What you’re looking at in the image above is the packing list that arrived with the replacement parts.  Notice the figures listed in the “price” columns.  That’s right, “$0.00”

But, wait.  There’s more.

Several years back, I had a great little micro-light for the top of my skating helmet.  This was back in Houston, where the heat and humidity made Rollerblading at night the natural choice.  You need a light to skate at night, obviously.  Some of you may know this micro-light I’m referring to, called The Flea, by Blackburn.  They still make the Flea, but back then the Flea charged off of any battery via a little charging device.  My charger had a wire break loose.  I emailed Blackburn about it.  Same as with my helmet, Easton-Bell Sports, the parent company of Blackburn, sent me a replacement charger at no cost.

We’re talking a company with nearly $1 billion in annual revenue.  So how do they succeed while giving away equipment at no charge?  By making lifelong customers like me.  That’s how.

Just FYI, after selling one of its several manufacturing divisions, the company has recently rebranded itself as BRG Sports.

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