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 Topic: Powrtouch Excellent Service
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23/4/2024 at 12:37pm
Location: London
Outfit: Lunar Cosmos 524
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Joined: 17/9/2015 Diamond Member 
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Likewise, had excellent service from Powrtouch when the 'power bar' linking both MMs failed.
Only days from end of 5 year warranty and fitting dealer hadn't registered the purchase/fitment with them, so I had to show proof of purchase, but they couldn't have been more helpful and went out of their way to ensure parts/repair WAS covered by warranty. I was expecting typical modern attitude of prevarication until they declared 'warranty expired now', can't help you!
Spoke with a PROPER engineer who knew the product inside out, it's so nice for one engineer to speak to another engineer in 'tech talk' and totally understand each other! They supplied not just the single failed replacement part, but the complete mechanism for both sides to ensure it would be totally robust and minimise risk of future failure caused by extra strain imposed elsewhere when the part failed!
Only downside was they didn't currently have a service engineer within my area to fit the parts, which meant dragging the van on a 90 mile round trip for them to fix it at their nearest one, that was a pain, so I offered to fit the parts myself if they would supply, which they readily agreed to. The parts are easy enough to fit in an hour or so, but 90 mile round trip and their repair time would have written off a day.
They could have got away with a single replacement part worth £15 to discharge their legal duty, but instead supplied more like £120 worth of kit to ensure total customer satisfaction, and not a penny cost to me. All delivered within a couple of days of first enquiry. Now that is customer service worth heaping praise upon.
Next MM I need to buy/specify, will be a Powrtouch. That level of customer support is worth it's weight in gold!
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via mobile 23/4/2024 at 7:50am
