Wednesday, November 19, 2008

Gotta Love Scotts Lawn Products - Best Guarantee

Well, as you know I just love companies that believe in their products and are "willing to put their money where their mouth is." The Scotts Miracle-Grow company, the folks who produce the garden and lawn products is a company that optimizes this statement.

I have purchased their products almost exclusively for my garden and lawn with the exception from time to time on a sale product from another company. The reason I give them most of my business is not only because I like their products and have the best lawn and garden in my neighborhood, but because this is a fine American company that makes a quality product and gives you a no questions asked satisfaction guarantee on all their products.

Now understand a normal guarantee usually covers a manufacturers defect in the product and then they may replace a part that you would install or you might have to return the item to their factory service center. In some cases they want you to send them the balance of the unused product. Well all of those guarantees for me is just about worthless because in dealing with this type of product the cost to return a $40 spreader would be more then it would be worth.

Secondly, how would you ship a used bag of fertilizer back to them? What would the cost and effort be? So Scotts lets you know up front on every hang tag and label that they offer a Satisfaction Guarantee and that like the Costco Guarantee means if you are not happy with the product for any reason, let them know and they will refund your full purchase price.

I had occassion in the past to call them about one of the lawn chemical products that didn't seem to do what I had expected and they gladly sent me a refund after I sent them a part of the lable (usually a UPC proof of purchase tag). Now a number of years later I had one of their rotary spreaders and the gear box on the underside split open and I couldn't repair it myself.

I was getting ready to throw it out, after all it was only around $40 and I had it for 2 seasons. Of course I only used it maybe a dozen times in that period, but I had the original store receipt an their guarantee label in my files and pulled them out. I decided to call their toll free customer service number and had a very sweet lady offer to either send me replacement parts, which I declined for fear it could take me too much time and effort to fix it myself (if I could) and asked if they could simply refund my money.

She agreed to do so with no hesitation and asked me to remove the wire that goes from the handle to the hoper and send it to them with a form she emailed me. I took my wire cutter out, snipped the cord and rolled it up and mailed it to them with a copy of the original store receipt.

Within a couple of weeks I received this letter of apology and a check to cover the full amount of my original purchase. Who does this today? Companies that believe in their products and appreciate their customers, Scotts Miracle-Grow is just such a company and I can assure you and them, that I am a customer for life.

Hell, if you figure the costs in advertising and getting customers to purchase your product, I suppose offering this type of service and support to build loyal customers comes out to be a fraction of what it would cost to get another customer to buy their products.

Scotts, once again you have given us all faith in the American manufacturers that understand what it takes to do business in this troubled economy.

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