...So I've had an expanded Pro set of these weights for about 3 years now and just love 'em. Maybe 2 years ago, the weight selection pins on mine started cracking and falling apart. Hmm...very disappointing. I emailed their customer service to see if I could get replacement pins under warranty, and within 2 hours, I had a phone call and an email from their owner, Greg Olson. He informed me that they had redesigned their pins to be more rugged, and that he'd already put a new pair in the mail for me. They were there the next day! The company is in Owatonna, MN, a little over an hour south of where I live, so the speed of the mail didn't surprise me, it was the quick response from Greg.
Flash forward to about a week ago. I got a little carried away lifting one day, and accidentally dropped one of the weights from a pretty good height at a very bad angle, bending a pin all to hell. Now it was nearly impossible to get the pin out. I wrestled it out, tried my best to bend it straight, but nothing I could do helped much. When you're used to a one-handed quick and slick weight change, screwing around with both hands struggling to pull that selection pin out every time is beyond frustrating.
Last night, I decided it was time to send another email to the company. This time, I explained that it was my bad dropping the weights and offered to pay for replacement pins. I mean really, they gave me great customer service, I'm thrilled with their product, and I have no problem forking over money to a good company to replace these pins. Sure enough, this morning I find an email from Greg Olson. New pins will be shipped via UPS today at no charge.
How many companies in this day and age will go out of their way like that? And for a customer who made a boneheaded move, admitted outright the damage was their own fault, and offered directly to pay for replacement parts? None that I can think of....
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