Saturday, 26 November 2011

Reebok Customer Service

A rare positive comment!

The motor on my Reebok Fusion cross trainer has expired, on investigation a couple of teeth from the acrylic cogs had parted company with the cog so was losing traction. I emailed Reebok fully expecting (a) no response (b) a "just buy a whole new one" response.

Instead within 24 hours I had a response telling me that my call had been passed onto their parts business with the contact details listed.

So 2 days later I finally thing I really ought to ring and whilst looking for the number in my email I discovered an email from the parts people saying "yes the part you want is available, call us on...." which I had missed.

24 hours later and the part is in my hand and 1 day on it is fitted and working.

It would have been very easy to tell me to buy a new cross trainer and lose a customer, plenty of other businesses out there would but instead I have had a positive customer experience, saved several hundred pounds by using a replacement part and am happy (that won't last of course but that is just me).
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1 comment:

  1. Balance2 April 2013 at 23:20

    Time has gone by...just into the new year 2013 the self same failure has occurred again, with the motor failing. I've attempted to contact RFE international which is Reeboks spares arm with no response. The info@ email address just comes back as unavailable although it is published on their home page. Similarly posting (sorry tweeting) via Twitter gets no response - so surprise really because the company themselves last posted in October 2012.

    So I've attempted to contact Reebok as RFE is clearly defunct so presumably Reebok have replaced their servies, however, Reebok's contact details are via twitter too - would you be surprised to hear that no response is forthcoming from them either.

    Me thinks Reebok has either gone under or has gotten lost somewhere.

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