| Spri: Great products, greater customer service |
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| Monday, 14 December 2009 18:08 | |||
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For me the quality of customer service is a major influence in where I shop. Since I get most of my personal training gear online without interacting with a person those purchases are usually based only on product quality and overall price (product, shipping and tax). As a trainer I have the benefit of getting a professional discount or having an affiliate account which pays me a commission on my purchases and the purchases that others make when the transaction is made through my affiliate link. One of the websites I have been pleased with is Spri Products. In my opinion they have the best rubber resistance products on the market. A while back, quite a while, I placed a very big order with Spri Products. Some of the items where immediately put into service but some were kept on hand as backups and replacements. I had close to a dozen stability balls that I was keeping to replace others when they started to show signs of wear and tear. I sold one to a private group training client. Usually when I train this particular group at their place of employment I bring all the equipment. At certain times of the year our training location changes and they bring their own balls. It was during one of the sessions when my client brought the ball I sold her that I noticed it was not holding it's shape.
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We deflated and re-inflated it and it definitely had an egg shape rather than being round, like a stability ball should be. I sold her another one to replace the misshapen ball and in less than a week we noticed it was experiencing the same problem. She thought maybe it was from the ball sitting in her car in the summer heat. I've left a ball in my car with the windows up in the summer and have never had that happen. I figured this can't just be a coincidence and it wasn't. Another big problem was the fact that I had these balls for much longer than the return period policy. I figured I would call Spri Products anyway and see if they could do something. I was not happy with the idea of having almost a dozen exercise balls that I was not comfortable using. I thought maybe they'll give me some kind of discount if I exchange those with some new ones. Well at first I spoke with a customer service rep who told me she would have to research my order and call me back. After one week went by without me hearing from them I called them back. I was expecting to hear "Sorry, too late, if you would have read the policy you'll see we can't do anything for you. Would you like to order some new ones?" I immediately asked to speak with a supervisor. A friendly young lady named Jessica spoke with me and said "We'll take care of this." She was not lying. Not only did they replace the balls, she inflated some of them and let them sit inflated for a week to make sure what she was going to send me would not have any defects. And the best thing, after I received the replacements I noticed they even upgraded with a higher quality item! Talk about going above and beyond. Not only are Spri's products great, their customer service is great too. At least if you deal with Jessica!
