However, there was a slight problem: privacy.
I measured the window, and sent in our order. A short time later the blind arrived, and I installed it. It took a little bit of time to adjust it stop at the window sill, and never really rose up and down evenly. I called customer service, and they were very helpful on the phone, and the problem was resolved for a few weeks. After awhile, it became evident that the blind was a lemon, and I called back. The CEO of Blinds.com, Jay Steinfeld, got in touch with me, and apologized for the blind with a mind of its own. He immediately sent me a new blind and asked that I keep the blind that wasn't working well, or donate it someone that could trouble shoot the malfunction, and perhaps keep it for themselves. I still find this part amazing. They didn't want the original blind back.
The new blind arrived after a week, or so, was installed, and has worked flawlessly ever since.
On Monday I pressed the button on the remote, and the blind rose to the top of the window as usual followed by a snapping noise, and the blind hurtling to the sill.
Well, at least it broke in the closed position.
I never did donate the original blind. I put it back in its shipping tube, ad stored it in the attic. I was going to try to troubleshoot that faulty blind today, but I had an epiphany yesterday evening. I went to the blinds.com website, and called their customer service number. I ended up on hold for a long time, so I opted to send an email instead. In my email I told them that I had an issue with the original blind, and that customer service, and Jay Steinfeld, had helped us out in 2012, and the replacement blind had been fine until Monday. I asked if there was a warranty on the blind. Often there may be a warranty, or a prorated type of warranty if the original warranty has expired.
It was worth a shot.
Just about a half hour later I received the following email.
"Good afternoon Wally,
Thanks for writing us today!! I am so sorry that your blind has failed you I know how frustrating this can be. No worries I am here to help:). I have gone ahead and reordered the blind for you here is your New Order #2690094. I show your order is due to ship on or around 4/10 you will receive tracking by email. Please let me know if there is anything else we can help you with.
Have an AWESOME Day!!
Customer Care Specialist
You read it right, they are sending me yet another replacement blind. No mention of warranty expiration. No mention of a prorated replacement plan, or a price reduction for my being a previous customer, just a new blind to replace the one that failed on Monday, and a wish for an "AWESOME day!!".
After showing the email to Mary, I immediately wrote Megan back.
Thank you! I did not expect this. I just showed your email to my wife, Mary, and we both sat with our mouths open. Must have looked really silly to our daughter.
Thank you again for contributing to an awesome day, Megan.
Wally, you just made OUR day - thanks so much for writing about your experience with Blinds.com. We're sending you an Internet high five right now, it's customers like you that make coming to work every day an absolute joy.ReplyDelete
Now you've made MY day just that much better. Thanks for your kind note. Jay Steinfeld/Blinds.comReplyDelete
You can't make this stuff up. It just keeps on comming. You make my day just by being you.ReplyDelete