Service from my Pants

I am going to tell you a tale of Service. Customer Service. Service so great, you will want to punch the person next to you and tell them that in all of your days on this earth, you have never heard of Customer Service such as this. I am talking Replacement Pants. Oh yes. It is fabled lore of yesteryear when a company stood behind its products so much that they would replace them should anything happen. However, these days that kind of chivalry is unheard of. 


If you read this blog with any kind of regularity (meaning frequency not the other "regularity"), you will know that I am kind of obsessed with Bonobos pants. They have a shapely fit that makes my backside look like that of a man with an entirely nicer backside than mine. They step up my game even though I don't have any. If you are into brevity, I really like their pants.


Now that you are up to speed on my brand addiction, here's how the rest of this goes down. It was Thursday, 6/14. I woke up and started to get dressed for work as I would any other day. However, realizing it was Thursday, I figured I should wear my Bonobos "Thursday Browns". Before I put them on, i decided to let the good folks at Bonobos know that I'd be wearing them:

Thanks to @bonobos, I know what day it is. ow.ly/i/HcqB
— John Shepard (@RunShepRun) June 14, 2012

They replied back with something witty as usual and my day went on. Around 10:30am I was picking up a bike that a co-worker was letting me borrow for the next couple months (long story). So,I went to the guys car and gave the bike a spin in the parking lot and to my car. On the way, my Thursday Browns caught in the spokes of the bike and ripped. Shock, devastation,& anger all crossed my mind. Followed by this tweet:

@bonobos aaaaand the pants ripped today.
— John Shepard (@RunShepRun) June 14, 2012

What happened next completely threw me for a loop. I was told by a Ninja that they would email me immediately (almost if to console me) and to talk about the pants.
I received an email shortly after in which they were were going to ship out another pair of pants immediately but they wanted to verify which pants in fact I ripped. I couldn't believe I was going to get Replacement pants for something I did on my own free will and accord to F up. Even a 20% discount on my next pair would warrant a blog post, but a brand new pair? Incredible.

So, guys, please, go buy some stuff from Bonobos. They are a truly incredible company with unbelievable customer service.

Getting a round house kick of tremendous customer service from the @bonobosninjas. No one does it better. #happycustomer
— John Shepard (@RunShepRun) June 14, 2012

Y can't everyone get customer service right?

After a relatively frustrating experience signing my two younger boys for basketball at the local YMCA, I was forced to send in the following email.

I just signed two of my boys up for basketball at your Shady Springs, St. Peters Y. The staff was extremely helpful, but I was really caught off guard when they told me how much it would be. 

 I am not a member of your Y (the RecPlex is literally at the end of my street), but I love your basketball programs. I was going to sign my 5 year old, but on your website (http://www.ymcastlouis.org/st-charles-county-family-ymca/sports) it said, in effect, that the Rookies program, that my 4 year old could do, would basically be an extra $25. I asked him if he wanted to play, he said yes, so I told him I would. 

When I called in to register, I was told that I would be charged the full $99 for my second child. for 6 hours of basketball clinics which I wouldn't have paid for except I already told him that it I would because your website told me it would only be $25. 

I'm very displeased.

Honestly, I didn't expect much of a response. And if got one at all I wouldn't expect that I'd be very satisfied by it. This is, after all, an enormous non-profit organization, which means it will be pretty bureaucratic, which usually means no one is really enabled to help. Also, I didn't have a problem with their pricing (hey, it's their business) but the website was completely unclear. 

I am very pleased to report that I was wrong.

Less than 24 hours after sending in that email, I received a call from someone that sounded genuinely sorry about the mix-up. He said that the website had already been updated to be far more clear about this policy (and I checked the site while on the phone with him -- it was definitely now clear that the $25 second kid was only for members) and he went ahead and changed my total payment to be $124, which is what the website had previously led me to believe (this was, in my opinion, really above and beyond). 

In the end, the YMCA was really able to turn this situation around for me, and I wanted to make sure to broadcast that as message as far as I could. Don't forget that your local YMCA is a great place to get started on belated resolutions and to help make your community a stronger place. 

Hmm, Delicious Customer Service

That's right, just one day after telling you how much I love O'Fallon Brewery (and I do) I need to revisit something near and dear to my heart -- customer service -- with a different brewery.

A few weeks back I emailed Harpoon Brewery to tell them that I just bought a six-pack of their IPA that had been out-of-date for 2 months. I actually send notes like this to brewer's all the time, as I know if you are milking people $8 for 6 beers you want to make sure it actually tastes good, plus I like the idea of some smelly brew-master hopping on a red-eye flight to dress down some distributor for mistreating his product. Of the 10 or so emails like this I've ever sent, I've been responded to exactly three times (once by O'Fallon, once on Bud Select -- it was my wife's -- and finally by Harpoon).

I do actually only send these notes in for the love of the game as it were, but I do appreciate when they decide to share a little something back. Harpoon hooked me up with a t-shirt, sticker, bottle koozie and a wall-mounting bottle opener (which I've actually been in the market for as I'm planning on putting in a bar -- sometime).



So, hats off to Harpoon for restoring my faith in capitalism. Their beer gets an incomplete (it was TOTALLY out-of-date) but their customer service gets a big thumbs up. Now I've just got to track down another one of their beers.