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Old 09-19-2018, 12:42 AM   #1
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Great service from a company

Too many times we forget to post when we get exceptional service. Here's an instance of it

My faithful Surge Guard Pro from Southwire was almost 6 years old and has served faithfully outdoors it's whole life in everything from blizzards to 110 degrees and no shade. It's saved the coach from miswired electrical posts and assorted low and high power at least three times that I know of. About 4-5 weeks ago I noticed that the Arizona sun had finally finished off the faceplate.the unit still worked fine and you could read the digital display if you concentrated. The faceplate was a self adhesive part and is nÚt a structural part of the unit.

Took a picture of it, looked up customer service for Southwire and sent an email asking if it was possible to get a new faceplate decal and window for the display. Remember, it is almost 6 years old and I wasn't expecting any type of "freebie". It didn't surprise me that the faceplate faded and looked bad, UV and time will do that.

Imagine my surprise when the next day I got an email from a very nice and friendly customer service manager who said " that shouldn't have happened. If you will send us the Surge Guard we will either repair or replace it". Figured I don't have much to lose, so sent it to them. Cost $27.00 to Priority Mail it.

Kerri, the customer rep, emils me the same day they received it and said that since it was the older model from two updates ago they were going to replace it and the new one would ship that day so the coach would be unprotected as short a time as possible.

I don't know about you all, but I consider that kind of customer relations amazing. Six years old, and something that I truly think they could have said "oh well" and they replace it at no charge ? Guess who I will forever recommend for a power guard system.
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Old 09-19-2018, 12:56 PM   #2
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Quote:
Originally Posted by piper guy View Post
Too many times we forget to post when we get exceptional service. Here's an instance of it

My faithful Surge Guard Pro from Southwire was almost 6 years old and has served faithfully outdoors it's whole life in everything from blizzards to 110 degrees and no shade. It's saved the coach from miswired electrical posts and assorted low and high power at least three times that I know of. About 4-5 weeks ago I noticed that the Arizona sun had finally finished off the faceplate.the unit still worked fine and you could read the digital display if you concentrated. The faceplate was a self adhesive part and is nÚt a structural part of the unit.

Took a picture of it, looked up customer service for Southwire and sent an email asking if it was possible to get a new faceplate decal and window for the display. Remember, it is almost 6 years old and I wasn't expecting any type of "freebie". It didn't surprise me that the faceplate faded and looked bad, UV and time will do that.

Imagine my surprise when the next day I got an email from a very nice and friendly customer service manager who said " that shouldn't have happened. If you will send us the Surge Guard we will either repair or replace it". Figured I don't have much to lose, so sent it to them. Cost $27.00 to Priority Mail it.

Kerri, the customer rep, emils me the same day they received it and said that since it was the older model from two updates ago they were going to replace it and the new one would ship that day so the coach would be unprotected as short a time as possible.

I don't know about you all, but I consider that kind of customer relations amazing. Six years old, and something that I truly think they could have said "oh well" and they replace it at no charge ? Guess who I will forever recommend for a power guard system.
That is great to hear Vaughan...
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Old 09-19-2018, 02:47 PM   #3
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Wow, above and beyond. I have a lot of Southwire tools, duty calls to buy more!
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Old 09-19-2018, 04:44 PM   #4
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Thats a double success to me because Surge Guard was bought out by Southwire not too long ago. Many times that is the beginning of the end to personal customer service.

I have worked with Southwire several times to replace my surge suppression/transfer switch with an upgrade and they were more than responsive and at the rally the rep even came over to see how the job went on my coach.
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Old 09-22-2018, 05:12 PM   #5
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That's good to hear that the new Owners are looking out for customers. I had one of the original Portable Surge Guards and it was out of adjustment as it would trip out if the Voltage got into the high 120s. I contacted them an wanted to take it to their Factory to be adjusted and they wouldn't even talk to me. So I switched to the Progressive and been very happy.
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