Not all customer services are created the same

I have posted two articles earlier one regarding Tmobile and another Maytag where the customer service representatives failed to fulfill even very low expectations. Well, I am happy to post a short story about another company, MegaCatch, whose customer service was exemplary.

Over a year ago, my wife and I purchased a MegaCatch Premier, a mosquito trapping system. I am not going to go into too much detail about the effectiveness of the product, but lets just say that it helps to a certain extent where I have not regretted the purchase. I have not done a thorough analysis of the number of mosquitos it catches by our house on a day by day basis graphed in Excel or anything like that. However, I'd like to comment about their customer service.

It had been slightly over a year since we purchased it, I noticed that its timer started acting up. It has a nice programmable timer that allows you to set the unit to turn on or off at certain times for any day of the week. One day, it started to not turn on all by itself. I emailed their customer service and asked what could be done about it. They asked for my mailing address and immediately shipped to me not only a replacement timer but also several accessories (one octenol fragrance strip and two fluorescent bulbs, that are used to lure the mosquitos to the trap). No questions asked about when I bought the unit or whether it was still under warranty or asked me to ship the unit back or anything like that. That's customer service. I should add that the manufacturer is based in New Zealand not in the U.S., so perhaps they have not caught on with the levels of customer service expected from the U.S. based companies.