BigBears Great Customer Service

[Jazzy Jay]

I ordered my first Pachislo from Gaku a few weeks ago. It was shipped as promised on Wednesday and I received it the following Monday. However, in spite of the excellent packaging, the wooden case got damaged in transit. I e-mailed Gaku and told him I thought it could be repaired and that I thought it would be just fine after the repair (I'm pretty handy with the woodworking tools). However, he said the damage looked bad and that he would send me another machine to replace the one I had bought. I was going to get the other one packed up so it could be returned and he told me to keep it as compensation for my troubles ! Very Cool !
I got the replacement today, its in great shape and survived the trip intact.
Gaku goes above and beyond in terms of customer satisfaction.
Thank you Gaku & BigBear Pachislo.
Jeff

[Tony Junior]

Wow! What great service!

WTG Gaku!

[slotter]

That really is AWESOME customer support. Gotta love that!

[Tulsa]

That's amazing! No other vendor I'm aware of would have done that!

Read this everyone and feel safe when you spend your hard earned cash with somone. Even the lifetime warranty guys won't give this kind of service.

[Utopia1dc]

Very cool indeed!!!

[markada44]

I think I know where I am going to get my next machine

[Czyotto]

That seems to be very good. BUT how long do you think that will continue? He is new to the business. Because of the cost involved. That was very nice that he did that. Time will tell.

[at-slots]

i just had this discussion with another member here today about shipping machines.....this is the reason i dont ship machines yet....i hear about so many that get damaged in this process of shipping..........at-slots

[Tulsa]

He's probably got it insured and is going to get the shiping company involved as it should be. Since it is the shipper who much begin that process with the shipping company. At that point, to ship it back is only going to cost more. So while he could see an advantage in returning the machine, if the insurance covers the cost to start with and he's pays to bring it back, invests more time into fixing it and then sends it out again.

Gaku, choose to take the opportunity to delight this customer and make a firm statement that he stands behind his product without the buyer having to jump through a lot of hoops.

If he finds this isn't in his best interest in the future, I'm sure he'll pay to have it returned. This does not take away from the fact he stands behind it and will take care of the customer.