Procrastination wins in the end

I had a very pleasant surprise over the past couple of days. I had an occasion to contact a company’s customer service department, fully expecting to be shut down. Instead, I received prompt and effective information. Here’s the kicker; the brand went out of business two years ago!

Three years ago, Mrs. P and I had our master bathroom remodeled. The work was done by our all-around handy-man who is an amazing story himself. The one step he did not complete was the doors on the under-vanity cabinets.  He ordered the doors, but they would not be delivered until after the rest of the job was complete. Although he offered to come back to paint and install the doors, we told him we could handle it.

Well procrastination is our middle name. The doors arrived in June 2008, but they have sat, untouched and unopened in their shipping box until this past weekend.  Mrs. P painted them. I took a look at the hinges that came in the package. I could easily see how they connected to the doors, but I couldn’t figure out how they connected to the frame. No instructions were included.

Two of the mystery hinges

When I Googled the manufacturer, I discovered the company has been out of business since 2009. They still maintained a Web page and an email address for warranty concerns. I sent them an email. I also discovered through that email that the division was part of a larger company that was still in business. So I went to one of the other brands and send them an email also.

I really didn’t think I was going to get anything out of them, so I was very surprised when I received two emails and a phone call today, resulting from each of my emails. They sent me a diagram and installation instructions.

So a big “attaboy” to Meagan and Debbie at Masco Cabinetry Company. Thanks for your help!

Advertisements

One response to “Procrastination wins in the end

  1. I love this kind of story. Good customer service should be recognized like this more often. We’re all so quick to complain when things don’t go well, but when they go right we don’t normally think to tell someone. Good for you! Glad you got your cabinet issue solved too!

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s