Service Service Service – Think Tank Photo Will Keep Getting My Business

November 15th, 2010

I use my gear in a fairly abusive manner. Whether it is shooting in -50C in Mongolia while riding reindeer, or hauling bags through blistering heat and desert dust I need to know that my equipment won’t fail.

Invariably however, after repeated beatings things do start to wear down, fall apart, or develop their own special quirks.

I have travelled all over the world with my Think Tank Airport Security v 2.0 (http://www.thinktankphoto.com/products/airport-security-v2-roller-camera-bag.aspx) and the wheels finally decided that they had had enough with the relationship. Rolling the bag had become decidedly less smooth, even when I wasn’t piloting it over rocks and cobblestone streets.

So what to do? I was on the road in China and though the bag was still serviceable it was definitely a pain.

One email. That’s all it took.

That one email led to a new set of wheels being shipped to China for me to replace in the field.

Cost to me? Zero.

Result? A very happy customer who will continue to buy their products because of the service.

In spite of my earlier statement about needing to know that my equipment won’t fail I know that equipment does fail. And when it does you want a company that stands behind their work and will sort you out.

Service. Service. Service.

Tags: Airport Security v2.0, carry on luggage, equipment, Gear, rolling bag, Service, Think Tank Photo

This entry was posted on Monday, November 15th, 2010 at 6:32 am and is filed under Company, Gear, General, Photography, Service. You can follow any responses to this entry through the RSS 2.0 feed. Responses are currently closed, but you can trackback from your own site.