Keen Dreams
Hey Everyone. Long time no see. I just went through an ordeal with my bike shoes which was so extraordinary that I thought I might post it here as to inspire more people to patronize an amazing company. Here is the post I wrote up o Keen’s Facebook wall:
After my Keen Springwater shoes broke I was a little bummend. I had been commuting on them for the last year and a half so that was to be expected. I thought that they were out of warranty, but when I called up the costumer support line, for which an actual person answered which took me a back a little, they said it was on a shoe by shoe basis. So I filled out my warranty form and not 10 minutes later did I get an email back with a coupon code for the price of my shoes. Imagine that in this day and age a company would take someone at their word and not have to go through the time and expense of shipping a product back for inspection. I was honestly floored by the trust Keen shows in its costumers.
That’s not the end of it. I go online to order my new shoes when I see that Keen does not have my size in stock. The “Request your size” option was also displaying some sizes that they already had in stock as well. So I decided to call up Keen to see if they could check for me. After being on hold for about a minute another women picked up the phone and informed me that not only had they just come out with the Springwater II but that it was 20 dollars less expensive than its predecessor. I wouldn’t be surprised if I was the first one to buy the new shoes.
Honestly Keen, you have made a customer for life. The service and the timing could not have been more perfect. Thank you very much for all that you have done for me today. I know I’ll love my Springwater II’s just as much as my old Keens; that and the new wallet. Thanks again.
- Chris Belsole
Yes, Keen made a customer for life. I cannot for the life of me understand why other companies do not get this concept. I recently sent back a heart rate monitor for repair, it was under one-year old, i did not have the receipt so i was unable to get warranty repair. OK, because i did not save or i could not locate the receipt, i paid for the repair. I got the monitor back, it still did not work, it was supposedly tested at the reapir facility by “insert initials here”. Called the support line and after 3 attempts got a human being on the line who attempted to sell me a newer more expensive model for 30% off. The one i had was paid for, the repair was paid for, so i had to convince the ‘support’ person to please repair mine, again, correctly this time. I will not buy another from this company.