It seems that in today’s economy, as companies look to cut costs and save money, more and more often it is customer service that suffers the most. Rather the quality of customer service. That’s why, every now and then, when I happen to come across outstanding customer service, the kind that makes me go “Wow”, I feel that I want to tell everyone about it.
I have always been a fan of Maui Jim sunglasses: they are pricey but I feel that they are worth it. Over 2 years ago I bought a pair of rimless nylon glasses, the kind with plastic arms that use tension to wrap around your head – no hinges. Some time after the purchase, one of the arms broke. I sent the glasses to the warranty repair service and they fixed them.
Last winter, I broke one of the arms again. I don’t if it was my carelessness or very cold temperatures of the last Chicago winter that caused the plastic to become brittle. Whatever the cause, I felt like an idiot and kept the broken glasses for several months, thinking that at some point I should replace them.
On a whim, I called Maui Jim customer service and admitted that I broke the glasses and didn’t know what to do with them. They suggest I send them in, include a check for $10 and my contact information. I spent a couple weeks waiting for them to call me, thinking that they would ask me to pay for the repair. Instead, after 2 weeks or so I received my sunglasses. They were repaired. My check was also in the box with ‘VOID’ written across it. A note in the box apologized for the inconvenience, explained that the fee was waived and included a new 2-year warranty.
Guess what brand of sunglasses I will be buying next. If you said ‘Maui Jim’, you’re probably right.
Filed under: Customer Service | Tagged: Customer Service, Maui Jim, Sunglasses
I have had similar experience with Maui Jim. Excellent customer service. Over the past 10 years I have sent back sunglasses for repair several times. Ten bucks and they are returned fixed with no questions asked.
Keep it up Maui Jim.
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good
Today I went to MJ store in Maui to repair my favorite pair of sun glasses. I always skeptical whether I should do it or not because besides the bridge was broken, the lens also had some cracks around the screw area. I don’t have my original receipt and I probably got mine at least couple years ago. I thought I need to pay big bucks for the repair and have to wait couple weeks to get it back. End up, all I need is to fill up a simple form about my name and address, wait less than 20 minutes. No question ask, didn’t have to pay a penny and got a pair of totally new sun glasses, plus a brand new case. I know the cost for Maui Jim to give a new pair is small but on a customer point of view, it is very big. Now a days, it is hard to find a company stands behind their product and put customer satisfaction as their priority. I have to spread this positive experience out and the next pair of sun glasses for myself, my family and friends. Look no further, MJ it is…
Good customer service always gets you going back for more
Let me share my experience. Bought a pair of prescription maui’s with a wrap around feature, folding arms. After two months, the bridge snapped while I was putting them on and I returned them to the retailer. They said they would send them back. Two weeks go by and no response. I go to the retailer and they tell me the status is that Maui Jim is waiting for parts…..strange….then I wait another week until today. I stop by and the retailer has my “repaired” sunglasses. The bridge is replaced sure enough, but the lenses have been re ground and the lenses now do not fully wrap around because the arms have been replaced as well. Old screw holes can be seen on the outside of the lenses outside of the new scew holes where the new arms are attached. So, I explain to the retailer and she says she will call Maui Jim to see what they can do with the glasses now that they are completely changed. I said either they fix them properly or I want my money back. She says she will have to call them to see if they will credit back the store for the lenses. WHAT!!!!!!??? Anyway, the glasses now suck completely. I have my receipts and the retailer is being a complete douchebag after I spent over $500.00 on the glasses.
Warren,
Sorry to hear you had such a miserable experience with Maui Jim. Don’t know what to tell you. I have no affiliation with Maui Jim, just like their sunglasses. Thanks for sharing.
I OWN FIVE PAIRS OF MAUI JIM AND IF I HAVE A PROBLEM ,I SENT THEM TO THEM DIRECTLY. THEY HAVE BEEN AWESOME TO DEAL WITH AND SO FAR THEY HAVE FIXED ALL MY GLASSES FOR FREE, I AM NOW LOOKING AT BUYING MY SIXTH, YOUR COMPANY ROCKS. MY HUSBANDS COSTA DEL MARS BROKE AMD IT TOOK THREE WEEKS TO GET THEM BACK AND THEY SENT THE WRONG FRAME IN THE BOX. HE FINALLY BOUGHT MAUI JIMS, NICE JOB PEOPLE.
I had 2 pairs of Maui Jims (Sandy Beach), bought 2 to 3 years ago. They were pretty scratched and worn from heavy use on the beach and playing tennis. I was ready to toss them and buy new sunglasses. While searching online to try to find a good deal, I ran into stories of customers’ great experiences with Maui Jim’s service and repair. So I thought I’d give it a try–sent in my sunglasses with a $10 check for shipping on 12/10. And it happened just like everyone said–yesterday (12/22) I got a package with 2 brand new pairs of sunglasses, plus a brand new case to replace the Ray Ban case I had sent one of them in. And I got the $10 check back voided, so they took care of the return postage. What a great Christmas gift–Maui Jim really knows how to create customer loyalty!
I need to have my husband’s glasses repaired that he loves to wear during boating service. I believe the middle broke (think) which made the lense fall out. I want to surprise him and have them fixed. Please advise where I can send them. Thank you so much in advance.