The best customer service in Romania
- Posted by Sara on November 12th, 2007 filed in Manufacturing, Retail, Services
Almost three years ago, as I started doing more serious backpacking, I decided to purchase a down sleeping bag. In one of the backpacking equipment shops in Bucharest, I saw a couple of bags made by Nahanny, a small Romanian firm based in Timisoara (site in English or Romanian). I was told that they offer custom-made bags as well - which becomes a huge benefit for an average-height female like myself, who finds that all of the sleeping bags sold in shops leave about a foot of dead air at the bottom of the bag, greatly reducing the benefit of the special “box” construction most superior bags have to keep the feet warm.
I immediately got in contact with Dan Glazer, and we custom-designed my bag - from the type of fabric, to colour and size. I wanted to obtain the bag on a rather tight deadline, as I was leaving for a backpacking trip in less than 10 days. Dan promised I’d get the bag in time, and, sure enough, one day earlier than promised, it was here. My brother and I excitedly took pictures and measured its loft.
Dan asked me to get back to him with feedback after the first trip; and when I called after our fabulous trip in Iezer Papusa to say that the sleeping bag was great, he told me that if I start doing winter backpacking, I should send the bag over so he can add more down.
Sure enough, sooner rather than later I started winter backpacking. While my sleeping bag was fine for mild winter temperatures of down to -5 to -10 Celsius, I quickly realized I’ll need more warmth to be safe in unpredictable winter conditions.
So I called the Nahanny people a couple of days ago to ask about the cost and conditions of amping up my bag. He told me that all I’d have to do is to send it over - that it won’t cost me a thing to have it converted into more of a winter bag. Now keep in mind that this is a complex procedure: sleeping bags are made up of a couple dozen individual tubes or “baffles” that have to be opened and then sewn again; and down is expensive stuff! They insisted that Nahanny takes customer service for real, and that it won’t cost me anything more. (Keep in mind that the bag was purchased for about 60-70% of the average cost of a similar bag from any of the major manufacturers.)
I sent the bag yesterday, and will keep you updated with what happens next. If everything happens as said - I nominate Nahanny for the “best customer service in Romania” prize.
Written by Sara
November 13th, 2007 at 9:20 am
The greatest experience of this kind I had with Noumax, Apple dealer in Romania.
I already had an Apple laptop when i first got to Noumax, in order to but the second. They asked me how do I feel about the laptop. I told them I love my Mac but they should come with more memory. The next moment they told me they can’t agree with someone being unhappy abut the products they’re merchandising and they gave me a free brand new Apple 1GB memory card.
Although the memory card isn’t cheap at all, it is not the value of it, it is the action itself that placed me in a very good mood.
It just feels great when you see someone that cares about their products.
November 21st, 2007 at 9:35 pm
[...] Not too long ago, I blogged about my very happy experience when I asked to add some down to my Nahanny sleeping bag and nominated them for the “best customer service in Romania” prize. I did not send them the link to the blog post, because I wanted to see if they actually deliver, without prompting them to do so. [...]
December 12th, 2007 at 6:39 am
Thank’s for sharing such a great story. And it proves without a doubt that customer service relationships vital for any business no matter what part of the world you live in.
Those are great pictures too!
December 18th, 2007 at 4:46 am
I guess that Peter or myself would have killed for a bad like that one during our trip to the mountains. Good to hear that customer service is catching up!
March 25th, 2008 at 5:35 pm
[...] 1. Cu dedicatie, analfabetilor (in special persoanei care a luat primul Ban dat pe acest blog, azi-dimineata). 2. Despre extensia de linie, focus si pozitionare in cazul Daewoo. 3. Petre explica cum iti poti da seama daca esti buna de dat pe post 4. Pentru cei ce v-ati plictisit sa faceti site-uri exceptionale, aflati la Alexandrescu cum sa faci un site care sa NU aiba succes. 10 metode. 5. Sara ne zice ca a gasit “the best customer service in Romania” iar dupa ce am citit postul tind sa o cred. [...]