I have recently had a very positive experience and I thought I would
share the story.
Long story short, we had one of our our lasers go down due to a
freak malfunction. It was a German made Power Laser (ALS) from B&D
It was totally out of commission, and we are pretty handy at
repairing and maintaining these things. It was impossible to repair
without certain diagnostic equipment.
Henry (one of the owners of B&D) hopped on a plane (without my
asking him to) and flew halfway across the country to see the laser
for himself. He crated it up and arranged shipping back to Rhode
Island for repair. After they repaired it, they called me and said
that they had it fixed and could ship it back. We would have to pay
for the repair ($$$$) or we could trade the 4 year old unit,
straight up, for a new table top unit ($18,500 value).
So I thought that was incredible customer service, something I have
grown accustomed to with B&D. They took it and fixed and if I felt
the out of pocket was too much, I could take a brand new table to
unit in exchange (at this point both units are pretty equivalent in
value). It was a beautiful resolution.
If you’re thinking about a laser, think about customer service.
Because no matter which one you choose, it’s gonna need service.
Just a very satisfied customer,