Life is full of beauty. Notice it. Notice the bumble bee, the small child, and the smiling faces. Smell the rain, and feel the wind. Live your life to the fullest potential, and fight for your dreams.

Ashley Smith

Friday, December 10, 2010

Customer Service is NOT dead!

I just wanted to write a quick note about one of the best experiences I have ever had with any company.


I know, the name is interesting isn't it?  It all started last year, when somehow, in my internet wanderings, I came upon this:

What is it??!!

Is it a Christmas ornament? no. 
Is it that little ball that jumps from word to word on the karaoke screen? no.
Spaceship? nope.

It is only the most fabulous winter toy for a deaf dog with a "play ball" obsession.  It is called the Meteorlight K-9 LED Dog Ball.  It is a basically indestructible rubber ball with an LED light inside.  so it lights up at night!!! (well it lights up during the day too, but it is a little less dramatic...)

We got the Disc-O color, which is the one that cycles through all the colors- so very cool.  The other big bonus is that it fits right into the Chuck-it ball launcher.  (if you don't know what that is, you either don't have a dog that likes to fetch or you don't mind slobber hands)

So... Awesome Possum.  My husband threw and threw it, Bear dog could always find it because it glows. (since Bear dog is deaf, if he can't see where it went, you have a 20 minute search for the toy on your hands...)  Everything was ducky, except... Bear is what they call a "power chewer".  He has destroyed everything that he can get in his mouth.  I don't think it is intentional, just another dimension of his obsession.  So there he is running back, in the dark, just a colorful light bounding our way- and the light goes off, and comes on and goes off and then kind of stutters on ... Hmmm. weird.

As a little background, to turn on the Disc-O light, you have to really (and I mean REALLY) mash on the plug that contains it.  I can't do it unless I push it on a table corner - it is that tough.  I imagine a more "normal" dog would never be able to turn it on and off, but that little boy of ours is a pain in the butt, obsessive, special.

Anyway, when he destroyed the light last year I made an email comment to the company through their website, explaining what had happened and how much we loved the toy, even though it couldn't stand up to Bear Jaw.  I wasn't at all upset, just wanted to let them know our experience.  They immediately contacted me back and sent 2 free replacement balls!  yes- that's right- 2-free! Because they believe in their products.

My husband made a slight modification to the plug, hoping to keep Bear from being able to operate the switch. It worked moderately well, but Bear's chewing gum behavior eventually killed both LEDs... ho hum, no light ball for the boy.

This year, while shopping for some option (maybe a glow in the dark, with no electronics) I was inevitably drawn back to the Meteorlight- it really is that cool.  I posted another comment to the company explaining that we loved it and wished it were appropriate for our dog.  Once again, they contacted me with an offer to replace the ball for free with any of their other LED products!! I gave them a couple of suggestions for bear-proofing that we had thought of and we arrived at a mutually acceptable resolution for this winter.

I am Wowed by this company- so friendly, so on the ball (no pun intended!) and so willing to work with a customer- simply fantastic.  So, check out their website- they have all kinds of cool stuff there, even an astronaut pen - like from the Seinfeld episode, "Take the pen!, No, I couldn't, Take it!" (although this is the Inka Pen you can still write upside down)

and here is a picture of the destroyer sweet little boy all this work has been for:

Bear boy
I know, right?  He doesn't look like he could chew the crap out of anything...

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