Scrumptious Word Morsels

Sure, I complain when products don’t meet my expectations or when I run into horrible customer service. I think there’s a certain level of quality and support that many companies are failing to meet these days. But for all my complaining, I’m also a firm believer in giving credit where credit is due, and that’s why I’m writing a positive review of Brita’s customer service.

I’ve been using various Brita water pitchers for the last four years or so. Aside from the initial $25-40 outlay for the cost of the pitcher, there are filters that need to be changed regularly—about $6 a pop if you get a good deal on them (I get mine from Costco or Amazon). I change my filter out religiously every three months, so Brita essentially has me hooked as a customer for life.

Just over three months ago, I bought a new pitcher that had been serving me well for my day-to-day water needs. When three months rolled around, I decided to change the filter, and I figured I’d wash the pitcher parts with soap and warm water—just in case. As I was cleaning the clear pitcher, the handle cracked off, leaving a sharp end on the pitcher and something that could be mistaken for a weapon on my counter. I mean, we’re talking a legitimate shiv that you could use to stab a man. It was sharp.

That same night, I contacted Brita customer support to see if they could help me out. According to their warranty, products are only covered if they’re within 90 days of the purchase date. I had actually purchased the pitcher more than four months ago, but I didn’t start using it until a few weeks later. (It was on sale, came with a free Nalgene, and was a good deal, so I couldn’t pass it up.)

I figured I was out of luck, but I explained my situation and the fact that I was a loyal customer, and then I sat back and hoped for the best. Two days later, I received an email response from Shelley Preston, a customer service rep. She said they were sending out a new pitcher to me at no cost, and that it would arrive in 7-10 business days. Two days later, I had the new pitcher at my house, but it was incompatible with my reservoir and lid. The model number was the same as my broken pitcher, but it was from an older, squarer design.

I emailed Shelley back and told her what had happened, but she simply apologized and said she’d send out the correct pitcher right away. Sure enough, the new one arrived today, and it fits perfectly. Brita is even sending me a prepaid postage label to return the incorrect pitcher they sent the first time.

It would have been easier for Brita to tell me that I was out of my warranty period and there was nothing they could do for me, but instead they went above and beyond to keep me as a satisfied customer. As if I wasn’t already a customer for life due to my recurring filter purchases, this pleasant customer service interaction sealed the deal for me.

It’s nice to see a company that’s willing to stand behind their products even when they’re not obligated to do so.

Tags: Brita, customer service

This entry was posted on Friday, October 10th, 2008 at 11:01 pm and is filed under soapbox. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.