I spent the weekend celebrating a birthday by going to DiscWorldCon for a weekend away with my husband. It's a celebration of Pterry Pratchett and his world and I may talk about it later.
But I started with a lovely conversation with Kenneth Cole customer service. As I have been decluttering, one of the first targets is damaged or broken items. This suitcase had a broken wheel. We had thought about taking it back with us to the US this summer to have it repaired, but the thought of dragging it along without a wheel, while traveling en famille, was insupportable (ah, Steampunk, it's catching).
So, I called their customer service. Who gave me the number for their warranty service for luggage (as opposed to The Luggage). When I called the number, a got a voice-mail telling me for a faster response I could use e-mail, as the person in charge would not be available.
I sent an e-mail and got back an out of office reply. I also said that I did not have a receipt and could only make a guess as to the store I got it in (although I knew the approximate time period).
Within 5 minutes the person whose e-mail it was got back in touch with me and asked for a specific piece of information that was attached to the suitcase.
I sent that and reminded her that (as per my address), I was out of country and wouldn't want to return the suitcase for warranty work until next back in the US: I was calling only to see what I would need to do and whether there was a possibilty of having it repaired in Europe rather than in the midwest.
She waived the requirement and said that she would get a replacement suitcase right out. Wow.
That is just amazing. I had thought the cost of shipping and repair would be too great and that I would just discard the suitcase and feel bad.
Instead I had several great experiences with people who knew exactly how to direct me and were generally chatty and friendly while looking up information that I required, someone who helped me out while not even at work, and who actually took my personal circumstances into consideration.
It was great and in celebration, while on the way to shop so that my (unbelievably great) in-laws could have food for the weekend, I stopped off at the recycling Hof and T2 and I recycled it:).