Yahoo! I finally found a solution to my knee brace problem! But this post is less about me and more about that seemingly rare commodity in the 21st century–good customer service.
Honestly, I’ve been on the verge of writing a post several times about poor customer service. Somehow, receptionists and others whose job it is to interact with the public have gotten the idea that being kind and polite–providing good service–is no longer a part of their job. And I just won’t accept that any more. I’ve decided its part of turning 60, just like “you’re not the boss of me” was a part of turning 50. I try to be polite but firm when confronting their poor service and/or straight out rudeness. But still, its just not a good day when I have to deal with this stuff. Mini rant over :)
So. Back to the knee brace. From all my experiments, I somehow figured out that maybe a knee sleeve would work to help the brace stay in place (it kept “migrating” down, which according to Mr. Google is a common problem.) Ever the bargain shopper, I checked out my usual shopping place–Amazon–and had almost decided on one brand, when I clicked on another site, Brace Sox. And I thought, it might be good to pay a bit more and get this from a company where I could talk to real people, and ask if their product would help with my particular problem. Imagine my surprise when I called and a real person answered the phone!! After discussing what I needed, Ann recommended a particular product, told me the size I needed to order, and gave me some tips on how to wear it.
Now, imagine my disappointment when I got my new knee sock, and tried it out, and the brace slipped down around my ankle in less than 50 yards. I was so disappointed. So I waited until the weekend was over, and then, dreading making a phone call to find out about returns, I checked their website. Ahhh, instructions on how to return via email. I sent off an email describing my problem, and asked for a refund number to include when I sent the sock back.
Now, imagine my surprise when Ann called me back. She was very kind and polite. And we discussed what had happened. And she just sounded disappointed that it hadn’t worked for me. But she gave me the information on how to return. And because she sounded so disappointed, I asked, would you like me to try one more time before I return it? And she said, yes, and sounded very happy that I would do that.
Okay. Imagine one more time. I put the sock and the brace on EXACTLY the same way, and it worked!!! It worked so well that I went back and got Noah and we went for a long walk. NO SLIPPAGE whatsoever! I don’t really know what the difference was, but I am thrilled, and so very hopeful that soon I might be taking a three mile hike again.
I talked to Ann one more time, and she sounded so happy that it had worked for me. Cost of buying from a company where you will get good customer service? Priceless!