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Some companies still get it right


#1

Out of all of the stories you hear about bad customer service, here
is one that shows that some companies still get it right.

Let me start by saying that I dropped my gem scale last year. it is
not a super fancy scale, just a presidium PCS 100 scale with a
plastic cover. So for the last year, I have been using the scale
without the cover which broke. Getting a accurate weight has been
tough as as any little breeze will make the weight vary by as much
as.1 grams.

Now this scale is quite old. I think it must be over 10 years that I
have had it and it left the warranty period a long time ago.

So I bite the bullet and look up the US supplier and find that all
repairshappen at the factory in Taiwan. I figure that the replacement
cover and the shipping will be as much as the scale was originally
but I send a nice email (on March 18th) to the company anyways
saying what I did, and can I please get the part number so I
canorder the part? The next morning I have the following email in my
inbox.

Dear Gerald, Thank you for contacting Presidium Instruments.

For the clear cover of the PCS-100, we have attached an image of
the cover, and kindly confirmed that this is the part that you
are looking for.

If so, please advise us your delivery address. We will glad to
send a piece of the cover via normal airmail, free of charge,
with compliment from Presidium.

So if you need a scale, a Moissanite tester, diamond tester or any
other instrument they carry, I highly suggest you get it from
Presidium.

I am thrilled at the instant good service from 1/2 way around the world.
Gerald A. Livings
Livingston Jewelers


#2

Thanks for the good news about a manufacturer supporting their
customer.

Since I am currently in the market for new scales, does anyone have
a model number for their favorite?

I have been looking at Tanita.

Thanks,
Michelle


#3

For Grams and Trade legal A&D

Andy “The Tool Guy” Kroungold
Stuller Inc.