Lamy: a company which understands customer service

Lamy demonstrates what it means to stand by their product, and showing the best in customer service.

Lamy demonstrates what it means to stand by their product, and showing the best in customer service.


I own a number of fountain pens, mostly to switch around the writing experience every now and then. One of them is a Lamy 2000, a design masterpiece released in 1966, and a pleasure to write with.

Unfortunately, there was a design flaw – one discovered to my dismay one day after it was taken out from storage. A long crack had appeared right around the barrel of the pen, rendering it useless.

After searching around, it became clear that this was a design flaw which potentially affected all Lamy 2000 pens manufactured prior to 2009, and has since been updated to fix the problem.

I contacted Lamy in Germany to ask what could be done and how much it would cost. Afterall, the pen was long out of warranty, and wanted to see if it was worth repairing. Their answer was simple: send it in, we’ll repair it at no cost.

With true German efficiency, it was repaired and placed on my doorstep within a month. The cracked section had been completely replaced with the new version of the barrel, so that the problem wouldn’t be repeated.

It was a truly positive experience and I am impressed that Lamy has stood by their product. It demonstrates true customer service, confidence in their products, and clearly shows they have a sense of responsibility. In turn, that builds customer loyalty when you know you can trust the products they make. Since then, I have continued to purchase Lamy pens as I know I can trust their quality.

Comments

Name

5-why,10,advertising,8,amazon,4,analysis,14,anime,4,apple,1,aria,1,articles,15,asian business culture,7,Australia,6,bangkok,21,blackberry,6,business,16,case study,4,china,3,coaching,3,commentary,8,communication,3,consulting,2,corruption,1,cost cutting,1,creative commons,2,crisis,2,CSR,2,culture,7,customer,1,customer service,4,deming,1,disruption,2,disruptive,2,download,12,editorial,51,education,2,entrepreneurship,8,environment,2,ethics,2,expatriate,1,fishbone diagram,2,food,2,genchi genbutsu,2,generation y,2,hansei,1,harvard business review,2,hong kong,7,Horenso,5,information,1,innovation,14,instant noodles,1,interesting clips,6,internet,2,iphone,3,IT Audit,2,japan,15,kaizen,30,korea,2,KPS Video Express,3,laos,4,leadership,7,lean,5,live in bangkok like a local,4,management,17,marketing,29,Melbourne,5,mieruka,11,movie,1,new year,5,obituary,2,opinion,37,opportunity,7,PDCA,11,personal reflections,5,photo essay,1,photo walk,1,photography,15,poster,1,project management,1,proposal,1,published,6,quality control,4,quotes,7,research,1,review,4,sales,2,security,1,segmentation,1,self reflection,1,shared,1,singapore,3,software piracy,2,standard chartered,1,status,1,teaching,1,technology,21,telecoms,8,thai floods,12,thailand,27,The Toyota Way,43,thought leadership,3,threat,1,toyota,9,toyota production system,42,travel,11,vantage point,1,venice,1,Visuals,13,wallchart,1,wikicommons,1,Wikipedia,2,working,1,zarticles,28,
ltr
item
K Bulsuk: Full Speed Ahead: Lamy: a company which understands customer service
Lamy: a company which understands customer service
Lamy demonstrates what it means to stand by their product, and showing the best in customer service.
https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjFdyJHQMmpAzlyInbpyDDv59S3p6G7ZKgq1LpHBiRRTW76SfMaxOO1ByLMMzEWwfb3mVDzDZphOJwMVOx-xFZae3LoGd-Tirrgv7UUoyV4ATVF3agDzeNjEg-z0s57iZm5JjPJNDR06NP2/s400/lamy2000-cracked.jpeg
https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjFdyJHQMmpAzlyInbpyDDv59S3p6G7ZKgq1LpHBiRRTW76SfMaxOO1ByLMMzEWwfb3mVDzDZphOJwMVOx-xFZae3LoGd-Tirrgv7UUoyV4ATVF3agDzeNjEg-z0s57iZm5JjPJNDR06NP2/s72-c/lamy2000-cracked.jpeg
K Bulsuk: Full Speed Ahead
https://www.bulsuk.com/2015/10/lamy-company-which-understands-customer.html
https://www.bulsuk.com/
https://www.bulsuk.com/
https://www.bulsuk.com/2015/10/lamy-company-which-understands-customer.html
true
1176442693905561237
UTF-8
All posts loaded No posts found VIEW ALL Read more Reply Cancel reply Delete By Home PAGES POSTS View All RECOMMENDED FOR YOU LABEL ARCHIVE SEARCH ALL POSTS No posts found Home Sunday Monday Tuesday Wednesday Thursday Friday Saturday Sun Mon Tue Wed Thu Fri Sat January February March April May June July August September October November December Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Just now 1 minute ago $$1$$ minutes ago 1 hour ago $$1$$ hours ago Yesterday $$1$$ days ago $$1$$ weeks ago more than 5 weeks ago Followers Follow THIS CONTENT IS LOCKED STEP 1: Share to a social network STEP 2: Click the link on your social network Copy All Code Select All Code All codes were copied to your clipboard Can not copy the codes / texts, please press [CTRL]+[C] (or CMD+C with Mac) to copy Table of Content