Haynes Customer Services

[Mattcortes]

Hi all just thought I'd share with you a great experience I had with the Haynes manual people.

I bought a mini restoration book new and it hadn't really been used just flicked through a few times certainly no grubby finger marks etc and it started to fall apart at the spine. Took it back to the store I got it from and they weren't interested as I didn't have the receipt and they didn't stock the book any more. Quick email to Haynes directly to inform them of all this and they said they didn't have any of the book in print but they would see what they could do. Email the next day saying they had found a new copy at one of their stockists and would send it through immediately. Recieved 2 days later. Didn't ask for any postage or even evidence of ruined copy. I can honestly say it was a complete pleasure and if I'm honest a shock to see a company actually value the idea of customer service.

Thank you and congrats Haynes.

Matt

[Pilkie]

Good news and good service from a good company.
Lets hope the new one doesnt fall apart as well!

[bnicho]

That's a great story.

I had a similar experience but not with Haynes.

I bought some "Poly-Air" brand air bags second-hand off eBay to put on my trailer. (The type that help with heavy loads, not the type used in custom cars to scrape the chassis on the road.) When I fitted them up one side would lose pressure over about 24 hours and I traced the problem to one of the air valves. I tried auto parts stores, 4x4 specialists etc and could not find the correct valves.

Finally I sent an e-mail to Poly-Air themselves. I openly explained I had bought the bags second hand and told them what I needed. Fifteen minutes later I had an e-mail asking for an address so they could send me a valve. I replied with my details and asked what the charge would be. The reply was "No Charge".

The very next day a courier delivered a parcel containing two new valves and all the washers, bolts and fittings that are normally included with a new set of air bags. I was very impressed.

[harvey]

In both the above cases, bearing in mind the amount the items in question cost, there was no way that the small amount of money they in effect "lost" could have bought them such a good advertisement and recommendation. I'm sure this isn't the first place that it has been mentioned. Money well spent for them, and it's a shame a few others don't wake up and realise it. Most people like to deal with companies that they think play fair.

[Pilkie]

On the same theme.
I bought a new and unused set of carpets off ebay at a bargain price for my TR6 resto.
When they arrived they were perfect,,,but the center tunnel bit was missing.
I told the seller and he apologised,saying it must of been lost when they were opened and inspected some years before,as he had then decided to go for the full wool option.
He had spent well over a grand with the TR specialist supplier TRGB,he offered me a full refund and return p/p.
But I happened to chat to TRGB at a show about it and they remembered the customer and replaced the missing section out of a full kit there and then at no charge,and the original ebay seller gave me a £20 refund as well!

As we the customers are the life blood of these companies,it amazes me the negative attitude that some of them have to us!

[Mattcortes]

To be honest so many people use the net to complain of bad service I just thought it might be nice to mention something where I was pleasantly suprised. I know to them it hasn't affected their p & l in the slightest but it made my day. But then I am fairly easily pleased. lol.