Here is an e-mail from Steve, a happy Mail Boss locking mailbox customer in Milford, Ohio. It just gives us shivers!!! We hope you like it too. We’re also including his original blog post on Mail Boss (that’s us!) which you can also find here.
Thank you for the replacement mailbox and lock that you sent out. You had asked for pictures, and I didn’t get a change to take them before you sent out the mailbox.
I took the pictures and blogged about the very positive interaction with MailBoss and you. That’s here: http://awedmanor.wordpress.com/2009/10/25/stand-up/
If I have misstated anything you said, please let me know and I’ll correct it. If you want to use anything I said or wrote, please feel free.
You, and your company for empowering you, have done a good thing. I think it’s companies and people like you that will get us turned around as a country and moving toward economic better times. You make and sell a good product, and stand behind it. You do it without hassle and paperwork, as if you were a local merchant and I was a twenty-year customer.
Thank you, individually and corporately, for doing the right thing, and for winning a customer for life. I’m happy to be on board.
October 25, 2009
It was a year ago today that we installed our mailbox. It took ten minutes.
And a year later, the mailbox isn’t doing so well. It’s having problems with the lock opening, and the finish on the sides is starting to rust.
The rust is a bad thing, but the company’s warranty specifically excludes rust. They have to – you can’t stay in business replacing fifty-year-old mailboxes. Still, it was disappointing. The lock was a bigger problem. This is a security mailbox – no key access means no access at all. When Bettie went back to the hardware store where we bought it, the manager asked if she had brought in the mailbox for him to look at. Reasonable question, but no. This thing weights forty pounds (it’s a secure security mailbox), and it holds our house number, for people to know where we live.
So, a compromise. A replacement lock and key costs nineteen dollars delivered. Comparing the cost of going through the warranty process and being without a mailbox, me paying under twenty bucks for getting my mail delivered again seemed a good choice. It was my choice – I’m sure the company would have replaced the lock under their lifetime warranty. But we’d had mail stopped, since there was the possibility of not being able to retrieve it, and I really wanted to get mail flowing again.
I ordered the lock online, and added a comment about it being my judgment that it would be quicker and less hassle to buy a replacement than to work through the warranty process. I got a call from the company (MailBoss) within twenty minutes. Chris told me that they were fighting a bad batch of locks, and that they’d replace the lock for free. Wow – real customer service, without a fight. Very nice, very friendly and professional. And very rare, sad to say, in the business community at large.
I asked Chris if he’d talk to Bettie about the rust problem. I didn’t want to deal with it – it was a work day, and I’d read the warranty where they exclude rust. If Bettie wanted to fight that battle, fine. But Chris had just a few questions, and wanted to see some pictures (above).
In less than another twenty minutes, before I’d gotten the pictures taken, Chris called back and said a new mailbox would be on its way. The whole thing, with a new lock. They had changed their process for making the mailboxes, and we were going to be the beneficiary. And in less than four and a half hours from when I ordered the lock, the new replacement mailbox was on its way – on them.
MailBoss and parent company Epoch Design, and especially Chris, I salute you for your customer-oriented policies. I thank you for going above and beyond the call of duty. And I’m pleased to be a company spokesman. Good job, folks!