And now I know exactly how great. Several weeks ago, 3Po was clowning around in the kitchen and accidentally knocked our Activeion Pro from our kitchen counter onto the floor. As soon as I heard the THUD I knew it was doomed. Sure enough, when I picked it up and tried to spray it, nothing happened. The impact was so great that it had knocked out one of the screws holding the unit together and dislodged something inside so badly that it rattled when we shook it.
When 3Po saw what he had done, he actually burst into tears. All the kids love our Activeion, love spraying it into their faces (yes, it's safe!) and using it to clean up their sticky spills. And 3Po knows how much I love using it too. To tell you the truth, I felt like crying too (and 3Po must have seen my face, hence his reaction). I've come to rely on the ActiveIon to clean everything, and the thought that we wouldn't be able to use it to clean anymore was awful.
After I did my best to comfort 3Po (and myself), I took a deep breath and started thinking about how I could get the unit fixed. I turned to Activeion's Facebook Page and asked if they could recommend a place where we could get it fixed. I was hoping they would tell me that I could mail it to them and pay a service fee to have it repaired. I certainly wasn't expecting the unit to withstand that kind of impact and was fully prepared to pay whatever it took to get my Activeion back, or buy a new one if it cost too much to fix.
To my utter surprise and delight, Activeion went a step further. They actually offered to replace the whole unit! They contacted me via Facebook to let me know what Todd Schaeffer, their General Manager and Vice President said:
We replace. No Questions Asked.
I felt like crying all over again. No company could stand behind their brand and their customers any more than Activeion has done in this case. I was given Todd's direct number and was contacted directly by Todd via email and phone. Within a week, a new Ionator HOM was on its way.
When we received it, 3Po was once again his smiling, sunny self. The Ionator HOM is actually an improvement on the one we broke, since it's the next-generation product with enhanced cleaning and sanitizing capabilities, so we couldn't be happier. We'll be mailing the broken unit back to them so they can diagnose what broke (maybe figure out how to make it sturdier?), and recycle or reuse the components.
3Po wrote a thank-you card to Activeion to express his gratitude:
(In case you can't see the words or figure out 3Po's original spelling , the card reads "Thank you Activeion for the new Activeion -- From 3Po". On the left side is 3Po crying with the broken, taped-up unit, and on the right side is the new Ionator HOM, complete with superhero cape, killing My own thank-you card is not as cute, so I didn't bother scanning it. But the gratitude I'm feeling is just as sincere as 3Po's happy face drawings. THANK YOU, Activeion, for your prompt and generous response. Thank you Todd and the whole customer service department of Activeion for making a little boy happy again and giving his mother and family another lifetime of safe cleaning!!!!
Disclosure: I did not receive a sample or monetary compensation for this post -- ActiveIon did a nice thing for me, unprompted, so I wrote this post to thank them, unprompted. The views and opinions expressed here are my own.
3 Comments, Leave yours here:
Wow, that was super kind of them to do that for you. Other companies should take their lead. It definitely gives me a more favorable impression.
Wow, that's amazing! We all know how easy it is to complain when a company doesn't even what it *should* do. But I'm thrilled to read this because it shows what an amazing company ActiveIon is, and how much confidence they have in their products, as well as how much they care about their customers. It's also really great that you posted this because, even as reviewers, it's sometimes easy to forget to tell other people when a company does something RIGHT! I am totally impressed with ActiveIon's response...so much so that I will definitely consider purchasing from them! If we support companies like this, we can help change the standard way of doing business.
By the way, 3PO's card is adorable!! :)
i love the card the little boy made its so cute!!:)
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