Dan Church’s Vitamix blender did not blend.
With his pricey eBay purchase and future nutrient management plans pureed, what next? Ship it back at his expense to a disappointed and hesitant seller for a refund?
To his shock, the Vitamix company itself intervened to intercept his casualty for a complete repair — on them.
Liquefying entire fruits and vegetables with the parts (rinds and seeds) we normally discard is now thought to provide even higher concentrations of vital nutrients, while needing stronger and reliable blender motors and blades. Vitamix is one of several brands of durable machines that are capable of annihilating an entire avocado, pit and all.
“I purchased a top-line, used Vitamix Model 750 on eBay for $450, listed as working well,” says Church, who lives in Bethlehem, Pa.
The price of either a used or new one should not be taken lightly, but is in keeping with the mechanical voracity required to quickly mince a myriad of materials.
Ebay’s return policy varies by seller. In his case, Church now also had to pay $26 in return shipping for his trouble — a calculated risk for used merchandise savings.
With the additional fee looming, Church, entirely on a whim, cold-called Vitamix without any paperwork or instruction manual in case he was overlooking an operational or technical snafu. He wasn’t holding his breath. Neither would I.
But not so fast.
“A cheerful representative actually apologized for the trouble, even after learning that I had purchased the mixer used on eBay,” continued Church. “The rep requested the serial number and determined that the unit had never been registered.”
Talk is cheap. But minutes later, Vitamix emailed Church a paid UPS shipping label to return the blender for evaluation. “The unit was repaired and returned at no cost less than one week later,” Church added.
Vitamix had no obligation to Church on any level whatsoever, since he did not purchase the blender from them, let alone new. Nor did he expect any.
Even better, the rep trusted him outright at substantial risk. While not in the league of more emotional snafus we cover, the Good News Guy appreciates the global message of the customer simply taken at their word — a pleasantly surprising trend in other stories about Harry and David, Kiwi, and Lowe’s.
Perhaps we can do our part to encourage this kind of behavior by recognizing and appreciating positive customer service (as Church is considerately doing). Be sincere about what went wrong and not misuse such trust to work the system.
Vitamix wasn’t done.
So are we.