Questions below refer to the following e-mails.
To: Service@powerequipment.com
From: Glenn.Lindt@mcmax.net
Date: March 14
Subject: Customer Service Request
I purchased the Harley-Davidson garage workbench (HDGS-66224) on Feb 1. As I followed the enclosed assembly instruction, I found that the workbench would not stand stably because one of the legs is slightly longer than the other three. Thus, I would like to request you to replace the defective leg so that the workbench can be reassembled.
I regret that I could not contact you earlier. I had to go on a business trip to Italy right after I had bought the product, and returned home last weekend. Thus, I did not have the time to deal with the issue until now. Since the product contains a defective part, I believe that it is legitimate for me to request a replacement. I have the original receipt and packaging, so if you need them, please let me know.
I look forward to hearing from you. Thank you for your assistance.
Sincerely,
Glenn Lindt
--------------------------------------------------------------
To: Glenn Lindt <Glenn.Lindt@mcmax.net>
From: Bart Graham <bgraham@powerequipment.com>
Date: March 15
Subject: RE: Customer Service Request
Dear Mr. Lindt,
Thank you for your e-mail. We are sorry that you weren't able to put the product together because of a defective part. We will provide you with a replacement at no extra charge.
According to our policy, products purchased within one month can be returned to the store - even if they are not defective - as long as you have the original receipt. However, products purchased more than one month ago may be returned only if they are damaged or defective at the time of purchase. Since you bought the workbench more than a month ago, your case falls under the second category. In this case, you have to fill out a Merchandise Return Form on our website, www.powerequipment.com, and submit it online. When the request is filed, a Merchandise Return Code will be e-mailed to you. Please present this code with your store receipt to return the product to the store. Complete details of our store policy can be found on our website.
I hope this information is helpful to you. To help us serve you better in the future, please complete the attached questionnaire (also available on our website) on how helpful our customer service is to you, and send it back to me, at which time I will send you a 10% discount coupon which can be used for your next purchase.
Bart Graham
Customer Service