Matthew Garrett ([info]mjg59) wrote,
@ 2009-06-09 16:11:00
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Entry tags:advogato, fedora

Antler customer service
In what makes a surprising change from my normal bitching about customer service, I called Antler last week after the rubber coating on the wheels of my luggage disintegrated. I've had that bag for almost 5 years and travelled something like 300,000 miles in that time, so it wasn't an especially surprising result - but the bag had a 7 year warranty covering defects in materials and manufacture, so they picked it up last week and dropped off a new one today. I'm impressed.


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[info]brrm
2009-06-09 03:53 pm UTC (link)
travelled something like 300,000 miles in that time

How far do you think the suitcase has rolled?

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[info]lordmuck
2009-06-10 07:10 am UTC (link)
Being knocked around in baggage holds is probably as bad if not worse though.

Most bags have disclaimers on their warranty which excludes "handler damager" etc. - the problem is that usually it's the cumulative effect of knocks which knackers a bag, not a single event, and it's a pretty easy get-out clause.

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[info]_nicolai_
2009-06-09 07:05 pm UTC (link)
Good to know.
Eagle Creek have a similar actually-honouring-warranty shocker feature too. They've fixed bags I had for so long the staff at the shop I got it from no longer recognised it.

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(Anonymous)
2009-06-09 10:18 pm UTC (link)
Nice to hear about companies that offer good service...

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[info]mas90
2009-06-10 03:04 am UTC (link)
Oh, interesting. I've just had a suitcase fail similarly, and was hoping I wouldn't have to bin it. Unfortunately I got it in the Woolworth's closing down sales and am not sure whether it's an own-brand...

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[info]brentfolger
2009-08-04 09:14 pm UTC (link)
Really, it's great to hear when companies treat their customers right or even actually go over board to help them out. And see what the good customer service did? It created positive feed back and response. Now we're all learning about Antler's great customer service. It always pays to treat your customers as if they are the most important people in the world. (Sorry about the little soap box speech, but I'm a customer service geek since I deal with customer service so much at my website ppc management service. One thing I've learned. Customer service is a huge business investment.

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Antler customer service IS POOR
(Anonymous)
2009-10-14 10:09 am UTC (link)
Hi there,

I found this page and would like to add a different customer service experience with Antler. A month ago I was using my 1 year old Antler bag for only the second time and under normal use and weight I was amazed to see the handle flex and break when rolling it along at Sydney airport. I then hurt my back picking up the bag and generally had a terrible experience.

I contacted Antler Customer Service by email, who emailed me back after 20 days to say that I would need to return the bag to the shop I bought it from. When I told them that would be difficult as I bought the bag over 100 miles away I received no response.

I wrote to the UK Antler Customer Service Manager to complain that the customer service I was receiving was not adequate - I received a call and they arranged a courier to pick up the bag and have a look at it. A week later I received the bag back, more damaged than before and with a standard letter saying that it must have been damaged in transit and that they would not replace it.

So - no replacement bag, no apology and my damaged bag back in the post and unusable. I would NOT recommend Antler to anyone and their customer service is non-existent.

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