We often hear of customer service horror stories with forigen phone operators to just rude companies. Recently, I had a much different (and positive) expericence with Moen.
The faucet in our kitchen had started to develop a leak. Those who know me, know that I am not the most handy of guys (outside of technology anyway), but I have been trying to get better in the handyman area and tried to figure it out.
I took the faucet apart and did a few google searches to find that the problem was a bad cartridge in the unit. I found the part I needed, went to Home Depot and tried to fix it. The bad news was the due to hard water, the cartridge inside our faucet would not come out. I called Moen for the first time to ask for some help. They were very quick to answer the phone and had my account information right away without me giving them much of anything.
What struck me first as that I got through to an english speaking person with just one call, to one number, and just pressed 1 button. That really should be the norm, but when dealing with a company the size of Moen, it is not. The operator answered the phone and simply said “Thank you for calling Moen, how can I help you today.” They didn’t have a big string of questions for me to answer or anything else, just “how can we help?”. They sent some information to me by e-mail to help me get the cartridge out.
After looking at the info they sent, I quickly realized that this cartridge was not coming out. I thought I was going to need to buy a whole new faucet.
I called Moen back to ask what they could do since the unit should still be covered by their lifetime warranty. My file had been well documented and agian I got right through to a person and didn’t need a long drawn out explantion of the situation.
After explaining where I was with things and how frustrated I was with the faucet, the guy on the other line said something like “I know this is frustrating for you. I am going to have a new faucet shipped directly to you.” He said it would take about 5-10 days to arrive. I asked if it could be upgraded to quicker shipped and he said it could be overnighted for $15. He then realized their nearest facility may have been snowed in and it might take an extra day. As a result, he waived the overnight fee and we had the new faucet by noon the next day. When I asked what to do with the old faucet, he said to just throw it out. (Keep in mind, this faucet retails for around $300-400).
The Moen customer service rep didn’t need to check with his supervisor, he didn’t need to give me 100 questions, he didn’t need to have someone call me back, he didn’t need any paperwork, he just sent a new faucet because they had the information they needed, trusted the customer and wanted to make me happy.
Their slogan is “Buy it for looks. Buy it for life.” and they really mean it.
I could not have been happier with this customer service experience, their exceptional care, and high quality products. Thank you Moen. You have a customer for life.