We frequently gripe when companies ignore us or refuse to address our issues. Well here's the other side of that coin.

In '2004' I installed a Hellwig rear swaybar on my 2001 Ford F150 truck. Made a pretty decent improvement in handling (for a truck). That was 18 years and almost 130k miles ago. Roll forward to this past weekend. When I was working on my truck I found the swaybar had apparently shifted position slightly and as a result, the driver's side swaybar link had destroyed two of the four bushings on the link. Wondered what that big 'clunk' was every time I turned into a parking lot. I called Hellwig customer/technical support to try and figure out how to order replacement parts. Kevin, the Hellwig tech rep asked for a pic of the damage and the bar and my contact info. I send him that info on Wednesday evening. Kevin called me this morning to suggest some changes to the angle of my swaybar mounts and to let me know he'd shipped me a complete install kit for the bar, including their newer urethane bushings (complete pair of swaybar links and a pair of new urethane swaybar mount bushings).

Had Kevin charged me for these parts I'd have been fine with it. But to enthusiastically send me all these parts on their dime, on an 18 year old product, then to call me to offer mounting suggestions for my specific truck, is truly going above and beyond. How great would it be if companies at large offered even half this much help. Well done Hellwig. Very well done.

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How great would it be if companies at large offered even half this much help. Well done Hellwig. Very well done.

They would all be out of business.

That is pretty amazing this day and age.

Still the same company and lifetime warranty would be my guess. Good for them. Hope they survive.

I recently called MotoNation in California for some 8 yr old Sidi Crossfire boot straps that no body had in stock to buy some. Lady on the line got my info and FedX me a bunch of replacement straps and stickers no charge..thats another good one.

RCBS has some outstanding customer service as well.

Only time I had such service was from Dillon. I can not believe their follow-up and free parts I am more than willing to pay for because I wore them out or broke them.

I try to offer similar service to my customers, but it's an ideal to live up to.

Best I can do for now is to try to be the person my dog thinks I am.

I bought some EMGs (guitar pickups) on eBay from a private guy, listed as new old stock. They didn't work right, so I contacted EMG's tech support for help, even though I hadn't bought from an auth. dealer. They sent me a new set to try out, they worked perfectly. I asked if I could just buy them and keep them. They said no charge, just mail back the bad ones. I couldn't believe it. Two weeks later they emailed me that the ones I mailed back were fakes and asked for the eBay link. They still wouldn't let me pay for them.

Months later I was doing a build and wanted more EMGs. I contacted their tech support guy and asked if they'd sell direct to me, as I wanted them to make some money off me. He said yes. I insisted on paying full MSRP and, when he had his asst. call me for payment, she said they were giving me dealer pricing. I don't know how to put more money in their pockets, but I want to.

That does sound like good customer service.

I guess their customer pool don't include a lot of abusers. I hope it stays that way.

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Originally posted by Rey HRH:
That does sound like good customer service.

I guess their customer pool don't include a lot of abusers. I hope it stays that way.

Unfortunately these days that is the key. So many consumers these days seem to make a sport out of trying to screw companies out of something for free. Most of this group think they are entitled to free stuff and the rest know it is wrong but don't care.