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Moleskine Compliment - Blind Customer Service

Review by 96543 on 2009-10-23
I love notebooks. I usually have one with me so I can jot ideas and notes and sketches and whatnot whenever I feel like it.

Moleskine makes notebooks. They have a reputation for making among the very best. They have been around for a couple of centuries, and the likes of Van Gogh, Picasso and Hemingway swore by them.

Anyway, I bought a bunch of them about a month ago from a local bookstore. They came two to a package, secured together with plastic wrap.

When I got home and was opening the packages, I noticed a tiny, circular scratch on the cover of one of the books. It was the back book in the pair, so I could not see the scratch when I picked it up. The scratch was about the size of a dime - really not an issue, considering by the time I am done with the notebook, it will be stained and torn and twisted and so forth.

But I would not have bought that package of notebooks had I seen that scratch. I would have picked up the next pair. And at around $20 for a pair, who wouldn't want an unblemished book to start with?

With the book, they included a little flier that includes info on what to do with damaged books. Per their instructions, I emailed to them a photo of the damage (the tiny scratch) and some details about the make and model of that particular notebook. I even told them in my email that I wasn't sure this "damage" warranted a replacement, and that that was fine with me.

A few weeks later I received a package from Italy. (Maybe that's where Moleskine is located.) It contained a brand new pair of the notebooks.

They didn't question the damage or monkey around with me at all. They didn't ask for a receipt or when or where I bought it. All they got was my short email and fuzzy picture of a tiny scratch, then mailed to me the new books. (I still have the original books, of course.) Just blind faith that as a customer, they needed to do something extra to make me whole.

They've got my business. Just wanted to share yet another positive customer service story!
Comments:3 Replies - Latest reply on 2009-10-23
Posted by JR in Orlando on 2009-10-23:
Great report - I googled them and they have some interesting notebooks. Maybe you got the books, because the "blind" customer service could not see the scratch.
Posted by Anonymous on 2009-10-23:
Nothing better than a well worded upbeat tale of great customer service on a rainy Friday afternoon. Very nice write up Mundo.
Posted by Anonymous on 2009-10-23:
Great customer service! Nice review. I know someone that could use a few new notebooks, I'll have to check this company out.

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