Estes Customer Service! - Northern Colorado Rocketry

This topic has 3 replies, 3 voices, and was last updated 12 years, 7 months ago by Kevin Osler.

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March 7, 2013 at 10:01 pm #41627
BEAR
I want to say that I have a customer service experience with
Estes and in a word; “WOW”.

Last weekend at the March launch, I was competing in the alphabet contest and I was launching my fourth “E”. I was flying a Maxi-Alpha with an Estes E9-6 motor.

The rocket got off the pad and the motor promptly blew-up. The motor Cato gutted the rocket, blowing the recovery out the top and blew the motor mount and the plastic centering ring/fin mount out the bottom.

After I recovered all of the rocket, I took photos of it. I showed it from a number of different angles and the motor mount from several different angles, and a couple of photos of the motor, front and back, and the date code and motor size.

On Sunday, I sent Estes Customer Service an e-mail describing the event.

The next morning I had a response from Christine and she asked for photos to document the warranty claim. (I did not ask for this, I only sent in my observations so they would be aware. Of course I was hoping they might compensate me.)

I sent the photos when I got home from work Monday evening and forgot about it. Today (Thursday) I received an email stating that my order was being shipped. (what order?) Estes/ Christine is sending me a replacement kit and package of E9-6 motors.

This is above and beyond what I expected and I am grateful that Estes is replying this way. I wanted to tell you guys about it so you would be aware. I think this is excellent customer service.
March 8, 2013 at 3:15 pm #56466
new2hpr
Participant
That’s exactly how Christine has handled it for me in the past. Many companies could learn from her!
-Ken
March 9, 2013 at 1:53 am #56467
BEAR
Here it is, Friday, and I received my new rocket kit and three new motors. They received my initial comments on Monday and on Friday, with a new rocket in hand, I am a very satisfied customer.
BEAR 8)
March 9, 2013 at 8:05 am #56468
Kevin Osler
Participant
They are amazing, I had 2 engines in a 3 engine cluster malfunction a few years ago on a rocket from Fliskits but with estes motors. They sent me two packages of Ds and a comparable estes kit. A $45 rocket! I have told the story to many employees, boy scouts, etc about what outstanding customer service is.
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