There are companies that are out to make a quick buck and run and then there are companies you know are in it for the long haul. I recently bought and reviewed my Alkr messenger bag. I bought it specifically because it was designed to hold my Apple products: iPhone, iPad, and MacBook. After a few weeks of use, the inside pocket stitching broke and a hole spilled my miscellaneous cables. I sent a picture to the company and received the following response:
Hi Daniel,
Thanks for your email! Sad to hear that you have a bad experience with one of our products. Of course we try to do everything that these things never happen. But if a little part of the seam is not sewed perfect, this can happen. We take this serious and we will think of double sewing the seams…
What we can do is two things: we send you a new messenger. Or you get a refund on the one you have. Just as you like. All we want is that you are a happy customer…
We really appreciate your support that you gave us in buying a product from us. That´s why it always hurts us personally when something like this happens.
All the best from Hamburg
Bold emphasis added by me above. When a company “hurts” from a defect, they’re a person, not a corporation. I understand that as companies grow, automation is necessary to reduce operating costs. However, it is a pleasure doing business with a company that responds personally.
I sent my message on January 3rd and received a new bag on January 7th. My email communications were responded within an hour. I’m not even sure what the time difference is but it’s impressive to always get a response to quickly. Mind you, this company is based out of Germany.
To all the world, and my dear workers at Alkr in Hamburg, thank you and I am a very happy customer.