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Best Customer Support Ever!
Hello everyone!
Just wanna share my X-pole Customer Care experience with you.
Last July 27, my pole encountered a problem after we used it during our pole class. The adjuster cover was stuck and we couldn't adjust the height of my pole. Lucky enough, we had mats underneath the pole so we were able to remove it by sliding the mats. Other than that the A pole wouldn't budge and cannot be adjusted. It seemed like something was keeping the adjuster cover stuck.
So I posted this thread here in Studio Veena hoping to get some feedback:
http://s17.photobucket.com/albums/b84/rakelcutie/?action=view¤t=NewPicture-1.png
No one was replying to my discussion thread. One girl replied and said to just force the adjuster cover while wearing grip gloves.
I was resigned to the fact that I might never use my pole again (which was a real heartbreaker since it was just 3 months old and that would mean money down the drain). I even looked in to buying a new A pole (which was hella expensive and sucha a hassle to do since it will come from Australia). I was utterly depressed.
But…
Finally got a reply from X-pole Tech:
So I sent him the following pictures for reference:
to which he replied:
That single post I wrote marked the beginning of the best customer support I've experienced so far.
So I ended up exchanging emails with X-pole UK Managing Director Clive Coote. He was very helpful and accommodating regarding my concern. In fact, he couldn't reach me through my first email, so he went through the trouble of trying to contact me through my work email.
When I told him that I'm from the Philippines, he endorsed my concern with X-Pole Asia's Managing Director Sarah Shen and like Clive, she was very accommodating and patient. We exchanged emails, me sending details and pictures of the concern and her trying to provide customer tech support. Until finally, she emailed me:
Hi Rachelle,
Thanks for sending the photos.
Looking at the photos, we thought the adjuster cover got stuck due to the small rubber O shape ring inside. In the design, we did put a rubber O ring inside the adjuster cover to lower down the speed when it's pushed up and down. I will show you some photos tomorrow.
Can you get the adjuster rod completely out from the A pole? Hold tight/grasp the adjuster cover and rotate it out with big force. Please just use big force, if in case you damage the cover or others, I will replace the part for you.
Best regards,
Sarah
So with the help of my friends, we tried forcing the adjuster cover until it budged. Unfortunately, there were damages incurred during the process (O-ring got damaged, deep scratches on the pole and the adjuster cover didn't screw properly and securely near the adjuster screws).
I sent the photos to Sarah and she emailed me back:
Hi Rachelle,
Thank you for sending back all the feedback which is very helpful for us improving the product in the future.
Please send me your delivery details and we will arrange to replace you the complete A pole.
Best regards,
Sarah
I was ecstatic! Seriously? They were replacing my A pole free of charge (which also includes shipping charges)?!? Happy, happy! Joy, joy!
So I sent Sarah my delivery details. Then an idea hit me. I wanted to get extra extensions for my pole since forever. Unfortunately, a 40mm brass pole extension is hard to buy. The studio in SG where my pole was bought only carried 500mm, and I wanted a 750mm.
So yet again, I emailed Sarah if I can purchase a 750mm extension for my pole and if so, can they ship it together with the replacement part. She replied and said yes to both! Yay! and the extensions I bought from her was at retail price of USD49.99. Happy, happy! Joy, joy!
So Sarah finally sent the items last week. And it finally arrived last Friday!
I'm a Happy Pole Girl! Yay!
In photo: Jamaica Jornacion
Big Thanks to Veena for putting up a great website/community for pole enthusiasts like me!
And to the X-pole Team! Especially to Clive Coote of X-pole UK and Sarah Shen of X-pole Asia:
Thanks super duper much for bringing back my baby Tyrion to life and for providing awesome customer support!
I'm so glad I bought an X-pole!
https://fbcdn-sphotos-h-a.akamaihd.net/hphotos-ak-ash4/376823_10151007287602882_1394555561_n.jpg
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