The system works. Just ask Jon Jerome, who had a problem with his George Foreman grill recently, and crafted a succinct message to the company.
His problem? Fixed quickly.
Here’s what he wrote:
I have a GRP4B grill. The drip tray was damaged when my new wife plugged the grill in, not realizing the tray was stored inside it. I realize this is our fault, but can we have a new tray?
Your parts and accessories link goes to a third-party vendor with a bizarre everything-is-$12.95 pricing structure, with another six bucks for postage.
This might be a good thing if I needed a substantial part, like say a heating element, but paying $19 for a little plastic tray feels pretty exploitive, especially when I can buy a whole new grill for $41 shipped at Amazon.
Can you help? We really like the grill and use it all the time, but it’s kind of messy now with holes melted into the drip tray.
Nice letter. It’s true, the repairs for the Foreman grill appear to be outsourced to a company called Russell Hobbs Parts.
His email did the trick.
Two days later I received an email informing me that a new tray was being shipped.
Five days later I had it in my hands.
They never argued with me or gave me any hassle; they just did what I asked them to do, even though they technically didn’t have to at all. I sent them another email thanking them and telling them they had earned a loyal customer.
Perhaps calling Foreman’s vendor “exploitive” was a little much, but Jerome’s brief message, which admitted the company wasn’t required to do anything, sure seemed to do the trick.
I think Foreman has won a customer for life.
(Photo: Colette Cass inelli/Flickr Creative Commons)