Python Products Inc. Excellent Customer Service

[TomK2]

I have a low mileage python that suffered a failure. Yes, I know a new faucet pump only costs $5, but I decided to E-mail Python Products with some costomer feedback. My E-mail was:

I bought a 50 foot python in December of 2004. I only used it about 5 times when the drain/fill control on the faucet pump broke. One of the four attachment points for the central plastic disc on the drain/fill control broke, so that the control does not form an adequate seal to make the unit re-fill the tank. It would appear that the drain/fill control is of weak design. The product was a gift so I do not have any receipts to submit for warranty replacement, and I notice that the drain/fill control is not sold separately from the faucet pump.

Since this is my first Python product, I do not know if the unit was defective, if It was over-tightened during use, or if the drain/fill control is of weak design. I do think you should sell the drain/fill control separately from the faucet pump, since it would appear the drain/fill control is prone to failure. Your product performs as well or better than advertised, so I am providing customer feedback to help you continue to improve your useful products.

And the reply recieved the very next business day was that a new faucet pump would be in the mail and recieved in 3 to 5 days.

This is A-plus customer service. They did not have to replace the faucet pump since I did not have a receipt as their warranty stipulates. I didn't even want to ask for one, since I believe user error might have contributed to the failure. I did want to supply customer feedback in case it wasn't an isolated failure, and got a free replacement for my efforts.

Kudos to Python Products!

[youronlysin]

Wow. Its all in the way you worded it I'll bet. That was a well put together letter you sent them. Im sure they appreciated your honesty and the fact that you are still a happy customer. Now, help me write a letter to Ford....I need a new engine for my car!