Well, fellas, it was an interesting week. I’m sorry that this is a long post, but I want to be very detailed, and it’s worth the read.
Prior to posting that “Short” of the new table on YouTube, I had told Mike (my point of contact at Primeweld) that I was still unhappy. He apologized, and based on our previous conversations I do believe he had done all that he was authorized as an employee to do, for me as a customer.
Shortly after posting that last YouTube “Short” to both YouTube and Instagram and tagging Primeweld in those posts, Primeweld’s account commented that I had been fully refunded, and that they were making a slight revision to their design to insure more flatness, and that they would be sending me a new version table as soon as they had one available.
I had already filmed a full 15 minute detailed review video and was in process of uploading it to YouTube when I saw the comment, so I switched the privacy on that video so that it wouldn’t actually go LIVE, and I emailed the viewing link to Mike, explaining this review wasn’t going live, but that I wanted him to watch it, and share it with everybody else at Primeweld who would benefit from watching it. It was titled “3 Reasons Not to Buy [their table]”, and it was VERY critical.
The video was watched a total of 5 times.
The next morning I got a very heartfelt email from Dustin, the owner of Primeweld, who apologized for my experience, and said he agreed with all of the points in my review video. He made a couple counterpoints, but said that they were taking my feedback seriously and using it to help them improve their next batch of tables and their packaging/shipping, etc. He said that future batches would be flat, and wouldn’t be able to get beat up in shipping as badly. He made a point to say that they are treating me the same as they have treated every other customer in the 10 years they’ve been in business, and that they would do anything to ensure I’m happy.
So, anyway, I’m really impressed. My money was refunded, and my feedback was heard, and is being implemented. I’ve always heard that Primeweld’s customer service was the best in the business, and I had experienced it to a certain degree previously, which is why I bought THEIR table in the first place, but they really went above and beyond, in my opinion.
It sounds like Primeweld’s revised tables are going to be everything that these one’s weren’t, with the nitirding and better legs.
Dustin also said that they want me to test out a new table design that they are working on, which is more similar to the Fireball table (big and heavy), and give them my feedback on it, which is a really exciting opportunity. I think that it is really neat that they are as interested in working with their critics, as they are in working with a regular everyday “influencer”. That’s kind of an “old school” mentality, and it’s largely absent in today’s business landscape.
Anyway, did I already say that I’m really impressed?