Royal Oak Compliment - Delightful CSR, a pleasure to deal with

Review by Starlord on 2009-09-23
Our son got us a BBQ grill I have been drooling over for three months at our local WalMart. Whileit will be great when assmbled, the designer mus be the guy who designs Japanese cars. Several screws and nuts were defective, resulting in them being cross-threaded, and the hand for the charcoal door was also defective. I called the 800 number for Royal Oak, which exists for customers to obtain replacement for defective or missing parts. The lady I spoke to had a very nice voice, and had a demeanor that was a delight. She took the information on the parts I required, had me hold while she place the order for the parts, and informed me they would arrive in 7 to 10 days. Even when I asked about a replacement for the instructional DVD which came with the grill, due to the terrible condition of the copy, with audio drop-outs and pixellation of the image, she was pleasant when she told me they could not obtain replacement videos. The call was concluded with me being highly pleased with the experience. I have used Royal Oak charcoal for years, and now am really impressed with the company. Keep up the good work.
Comments:5 Replies - Latest reply on 2009-09-25
Posted by Skye on 2009-09-23:
Great review Starlord. It's nice to know good customer service still exists!
Posted by MSCANTBEWRONG on 2009-09-23:
Excellent review. Customer service isn't dead yet...at least not everywhere.
Posted by Eloise on 2009-09-23:
I'm glad that CSR did their job right. Although, I would have been more impressed to discover that Royal Oak had enclosed the correct parts to begin with. I hope your enjoying your grill very soon. What a nice gift from your son!
Posted by Starlord on 2009-09-25:
Eloise, thank you for your input. The parts were correct, but sadly, they must purchase the hardware from a third party, and the quality of the screws, etc, is lacking. I wonder how much the price would increase if they used premium screws and nuts, and tapped the charcoal door handle properly. Probably not more than $5.
Posted by Eloise on 2009-09-25:
You'll have to add to your review and tell us how it works once you get it up and running.

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