The Art of Customer Service….

As technology changes and advances daily, I sometimes think the internet rules the world.   In this new technological age, it is harder and harder to get good customer service.  Any information we can find on a company is provided thru the internet and there aren’t readily available phone numbers in the “contact us” section.  Most of the time, if I have an issue, I resort to emailing customer service and/or doing live chats with a representative.  The results tend to be mixed and I honestly, do not have high expectations that “issues” will be resolved in a positive manner. 

However, I was more than pleasantly surprised with the customer service I recently received from Under Armour.  For the record, they are not one of my sponsors but I would certainly be open to a proposal!  I contacted Under Armour because I had purchased a heavy-duty 3.0 Base Layer exactly 1 year ago.  Although, I have had the product for quite some time, I only pull this bad boy out when it’s REALLY cold.  I believe I wore it 2x last winter and it’s been sitting and waiting since.  I have only had to pull it out for one run this year.  Here is the photo of Joe, Julie & I in the freezing temps on Jan 2nd.  I believe we also had a little rain & snow, and the wind was atrocious but I was warm! 

However, upon my return home and washing my beautiful 3.0, things went bad.  I’m not really sure what happened as this was the 3rd wash for it and I didn’t have problems before but it came out of the washer like this: 

Absolutely Ruined.

I admit, I was upset.  I decided to contact Under Armour, not because I thought they would do anything but because I wanted them to know.  I sent an email to customer service and attached these two pictures (above).  Within 2 or 3 days, I had a response and an apology with instructions on how to return the merchandise for a refund/exchange.  I opted for an exchange and it has arrived!  I noticed immediately that the product has changed over the last year.   The material is thinner and less plush.  I anticipate it will be just as warm as the other but probably less issues with machine washing and pilling.  In fact, I have noticed all brands of technical, cold weather gear within the last couple years to have become thinner and less bulky.  They still provide the same warmth but we have less to haul around while running, jumping & playing in the cold.  Three layers now, isn’t what three layers was 2 years ago.  As with everything, gear technology is also moving forward at an amazing rate.  As a result, my outer layers are becoming baggy cuz trust me, I’m not losing any weight, so I will need to start buying a size smaller.  Win!

Thank you,  Under Armour!  You have certainly made a lifetime customer out of me.  I had even been considering trying one of your running shoes for my triathlon adventures this year and think I’m going to place that order very soon.  Look for Ms. TooTall “TRI”ing in these UA Charge RCs……

Have you had any positive customer service interactions where you felt they just went above and beyond to help you out? 

Happy Running,                                                                                                               Amanda – TooTallFritz                                                                               amanda@tootallfritz.com

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