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If you’ve been watching any of the skiing in the Vancouver Winter Olympics you’ve probably seen a fair few of the skiers strutting their stuff with Komperdell poles in hand.  I’ve been skiing with their extendable back country Carbon C2 poles for a number of years now, and I’m a big fan.  They are super light, and very comfortable in hand.  That’s really all I’m looking for in a ski pole.

So imagine my disappointment when in the aftermath of an, err.., incident, I realised that one of my poles was 2/3 of its former self.  Fortunately the damage was limited to the bottom section of the pole.  I contacted the nice people at Komperdell to ask if I could buy a replacement section.  This was their response:

“Unfortunately we aren’t allowed to sell our products to ultimate consumer and by the way it would be too expensive for you to get it from us in Austria… I guess the easiest way for both of us will be to send you one piece of the lower part in additional for free.”

And that’s exactly what they did.  It arrived 3 days later.  Now that’s what I call customer service, and it’s how to win a customer for life.  Thank you Komperdell.  I wish more companies were like you.  You should be proud.

If you’re reading this Mr Snow and Rock, you could do a lot worse than taking a long hard look over the channel to see how friends on the continent talk to their customers.


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