bellegb
Posts:83
 | | 22 Oct 2009 11:34 AM |
| I would actually like to recommend Vibe Village for good customer service and Smash for great customer service. If you've read my other posts, you'll know that I was very disappointed when my 6 year olds son Nude Food Mover broke on only the 2nd day of use. The latch to the snack section broke, meaning that this section could no longer be used at all and there was also a large crack near the hinge of this section. So I contacted Vibe Village and a few days later got the following message:
"Hi Belinda,
We apologise that the lunchbox has broken and we apologise for this inconvenience. Smash Enterprises are expecting improved quality air freighted product at the end of next week and we will arrange for you to be sent a replacement Nude Food Mover lunchbox. You are not the only one who has had problems with this lunchbox breaking.
I hope this helps! If you have any further queries please feel free to contact us."
My only complaint was it did take a few days for them to get back to me. I then also contacted Smash through the Nude FoOd Movers website and got the following message :
"Dear Belinda,
I would like to thank you first of all for participating in our Word Of Mouth Promotion through Vibe Village, and for taking the time to contact us through our website. It is only through feedback such as yours that we can continually improve our product performance and consumer satisfaction. We have subsequently made further improvements to the product range from this.
I would like to extend my apologies for the inconvenience of the failing product, and would like to send out to you a replacement item as soon as we receive further stock from China. This is expected at the end of next week, so you will receive in the first week of November.
We will get these out to you as soon as stock is available.
Please don’t hesitate to contact me if you require anything further.
Kind regards,
Jo"
I CANNOT FAULT SMASH'S CUSTOMER SERVICE AT ALL. Although I am not currently sharing the vibe about this product, when I receive my new NFM and it has proven it's durability, not only will I share the Vibe about the product, but also about Smash's great customer service.
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flickity_flick_flick
Posts:127
| | 22 Oct 2009 3:11 PM |
| The customer service of Smash is fantastic!
I rang them today regarding my issues with the latch that broke. The phone was answered quick and in a friendly manner. The lady who answered was totally nice about the whole ordeal, and informed me that the new boxes will not have problems like some of the others had.
She asked for all my details and the details of what went wrong with the box, and said that she will send out a replacement when they arrive at the warehouse. She said many apologies.
FANTASTIC customer service! well done Smash! Good customer service is hard to come by these days, and when it does happen, we throughly appreciate it!
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flickity_flick_flick
Posts:127
| | 22 Oct 2009 7:35 PM |
| wow - thank you VV for the extremely quick reply to my email.
My daughter is totally thrilled to know that she will get a replacement.
Two great customer service experiences in one day . . . . :) | | | |
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molly59
Posts:121
| | 22 Oct 2009 7:57 PM |
| | They are great and don't make you fell dumb.Big thumbs up from me too | | | |
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CatK91
Posts:25
| | 26 Oct 2009 12:19 PM |
| Hi Guys!
Thank you so much for all you positive feedback! We are more than happy to provide you with assitance, this is what we are here for! It is fantastic to hear that Smash has been so helpful!
We apologise for any delayed responses to your emails, as we try to reply as quickly as possible!
We hope you all love being part of this Program and we thank you for all your fantastic effort and feedback! Keep up the great work!
Catherine (The Vibe Village Team) | | | |
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vinhsmum
Posts:3
| | 09 Nov 2009 8:46 PM |
| Just a quick question to all,
I had the same problem and was meant to be getting a replacecment the first week of November, but it has not arrived unfortunately. I was just wondering if any-one has received their replacement yet?
Thank you | | | |
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sonik24
Posts:13
| | 09 Nov 2009 8:57 PM |
| I helped my sister-in-law sign up to vibe earlier today, the post above is mine (I forgot to log her off and me in - oops!
-The teething, non-sleeping toddler's mum
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bellegb
Posts:83
| | 09 Nov 2009 10:51 PM |
| | Hi, my replacement arrived today. I think I was one of the first to complain and so was probably one of the first to be sent a new one and that they would work through their list of people to send replacements to. I would expect that you should get it in the next few days. | | | |
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sonik24
Posts:13
| | 10 Nov 2009 11:42 AM |
| Hi
Thanks for your reply. Im sure it will be here soon then.
Thanks again. | | | |
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KYMICHELLE
Posts:255
| | 15 Nov 2009 10:05 AM |
| | I have also received fantastic service from the team at Vibe Village, and it's great to hear that Smash also take their customer service seriously too. I ALWAYS make a point of letting companies know if I have a problem with their products - from toys to food products - I think it's important that we let them know - otherwise how can they remedy the problem? Unfortunately in the past some companies customer service has left a lot to be desired so I just make a note not to purchase their products any more. I also make sure I let people know about the fantastic products and customer service I receive and that's why I am loving being a part of Vibe Village. The NFM's and Smash are definitely getting the good Vibe from me! | | | |
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Kerrie5
Posts:15
| | 17 Nov 2009 12:48 PM |
| Hi guys!
Thanks again for all your wonderful feedback we really appreciate you taking the time to let us know your thoughts! It was great to hear your replacement Nude Food Moovers have begun to arrive and look forward to hearing your comments.
Keep up the great work!
Kerrie (Vibe Village team) | | | |
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CatK91
Posts:25
| | 27 Nov 2009 1:00 PM |
| Hi Guys!
If there is anyone who has not received their replacement Nude Food Mover lunchbox, please send us an email at info@vibevillage.com.au
Thank you all for participating in the Nude Food Mover Program, we love all your feedback!
Catherine,
The Vibe Village Team | | | |
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