Or just crazy maybe, you tell me.
Last year I decided I needed some new thermoses for work, and so I headed down to the local walmart to buy whatever they had. I had intended to just get something cheap, but when I got there I found these stanley thermoses, and they just seemed so much better that I was compelled to "invest" in a good set. So I bought one big one for coffee, and one short squat one for soup:
I can't remember how much they were, but they weren't that cheap. I think maybe $40 and $25 respectively.
So I use them for the last year, and they work super great, but lately I noticed that the rubber gasket on the stopper of the soup thermos was falling off more than I would expect, and upon closer inspection I discovered this was because it had a tear in it.
I noticed a website on the bottom of the thermos, so on a fluke I visit and see that there are replacement parts available for order. I remembered though when I bought it that the packaging claimed "guaranteed for life" and I wonder if that means the gasket would be covered by warranty?
Probably not, I assume, since warranties usually exclude consumables like rubber gaskets.
All the same, I fire off an email to the contact address, explain the situation, and ask if they can send me a new gasket.
A couple days later I get a nice email back saying they will hook me right up, they just need the serial number etc., off of the bottom of the thermos. I reply and give that info, and while I'm at it I mention that the stopper on the coffee thermos also seems to be getting a little loose (it's not broken yet, just a little loose) and perhaps they could throw in one of those while they're at it?
Well, today I'm surprised to get home and find a large box waiting in the mail. What could this be? I wonder. Maybe Mack has sent me a nice pen? I check the return address and see that it is from the stanley company, but how could that be? I wonder, since a gasket and a stopper would only need a box one tenth of this size. Well, lo and behold, when I open the box there are two entire new thermoses! One of each! Brand new!
Now, on one hand this is super impressive to me, because hey, I'm happy to get new thermoses! On the other hand, I'm a little worried about how the company is going to make a profit if they ship out an entire new thermos when you only need a gasket! All the same, if the purpose of customer service is to retain the customer, then this worked great, because I can bet you real money that I'll never buy any other brand of thermos than stanley!