About five weeks ago, toy manufacturer RC2 announced a recall of Thomas and Friends parts – mostly painted red. It took me a couple of weeks to find and send our James #5 back; yesterday I got this email.
Pretty good customer service, especially for a B2B2C company that you’d never buy directly from. Not good"in the sense of "above and beyond," but rather from the sense of unexpected timely communication.
—– Forwarded Message —-
From: "[email protected]"
Sent: Friday, July 20, 2007 4:12:41 PM
Subject: Wooden Vehicle Recall
We wanted to let you know that we received the items you have returned to RC2 Corporation in response to our voluntary recall. Please be assured that we are working diligently to replace your product in a timely manner. In the meantime, if you need to contact us regarding your replacement, please use reference number xxxxxx.
The trust you have placed in the Thomas & Friends Wooden Railway brand is very important to us. We want you to know that we fully understand and share your concerns and are dedicated to safeguarding that trust. Since our recall announcement a few weeks ago, we’ve focused on three primary objectives:
1. Recovery of products subject to the recall
2. Determination of what happened
3. Thorough review of our processes and procedures to prevent it from happening again and to assure consumers that our products are safe.
We are making progress on all three objectives, and we deeply appreciate your patience and loyalty during this time.