This is true Customer Service

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Backwoods Savage

Backwoods Savage

Minister of Fire
Feb 14, 2007
27,811
Michigan
As most folks know, Woodstock is second to none when it comes to Customer Service and having great products. But here is a company that goes well above the normal. How? I'm glad you asked. Here is just one example.

We purchased a Woodstock Fireview in March 2007 and installed it the following September. This means that this is our 5th year of heating with this stove. On another thread in this forum I posted pictures of our catalyst. Woodstock had sent us a new cat so I was replacing it. I took the cat out and took the pictures and purposely did not clean the cat so that folks could see what it looked like.

Not just the usual folks who post regularly on this forum saw those pictures. It seems that some of the Woodstock folks also saw the pictures. They noticed that the housing of the cat was slightly warped. I had noticed it but thought it was not enough to be a concern. However, today, UPS delivered a package from Woodstock and inside was a new housing. Instructions was included (not really needed) for changing the cat into the new housing and even some anti-sieze for the bolts.

Again, I never communicated to Woodstock about this; it was simply done for us; no questions asked. That, folks, is what I call true Customer Service by a company that cares about its products and its customers! Thank you Woodstock.
 
Why am I not surprised? Because I have also dealt favorably with WS.

It's a refreshing break from 'business as usual' with lots of other companies who first think profit, then last think customer.
 
Backwoods Savage said:
As most folks know, Woodstock is second to none when it comes to Customer Service and having great products. But here is a company that goes well above the normal. How? I'm glad you asked. Here is just one example.

We purchased a Woodstock Fireview in March 2007 and installed it the following September. This means that this is our 5th year of heating with this stove. On another thread in this forum I posted pictures of our catalyst. Woodstock had sent us a new cat so I was replacing it. I took the cat out and took the pictures and purposely did not clean the cat so that folks could see what it looked like.

Not just the usual folks who post regularly on this forum saw those pictures. It seems that some of the Woodstock folks also saw the pictures. They noticed that the housing of the cat was slightly warped. I had noticed it but thought it was not enough to be a concern. However, today, UPS delivered a package from Woodstock and inside was a new housing. Instructions was included (not really needed) for changing the cat into the new housing and even some anti-sieze for the bolts.

Again, I never communicated to Woodstock about this; it was simply done for us; no questions asked. That, folks, is what I call true Customer Service by a company that cares about its products and its customers! Thank you Woodstock.
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With the amount of business you have sent their way, a new cat is cheaper than putting you on the pay roll. :lol:
 
Weird how the forum requires more than a three word response. What I was going to say it:

Wow!
 
WOW!
 
BrowningBAR said:
With the amount of business you have sent their way, a new cat is cheaper than putting you on the pay roll. :lol:
Click to expand...

What I was thinking. Sending a new cat to a district sale office. :coolsmirk:
 
I wish a lot more were like that.

Good job woodstock.
 
Dennis I have said for a while that as soon as we buy a house a Woodstock stove is going in it. The Fireview has been one of the top stoves in my future list, the keystone has even made it into my list. But what amazes me more than the new Progress technology and reported specs are the stories I hear about their customer service. Amazing! Unmatched is an understatement, more like unreal!
 
Having the distinct pleasure of meeting the people behind Woodstock this past October I concur with Dennis as to what a great American company Woodstock truly is. When a company treats their employees right the company creates top notch products and stand behind them. I urge any who can make it to WS in the Fall to see for themselves what those who have been there already know. I have many fond memories meeting all the WS folks and the Hearth.com members as well and if you attend I feel you will understand what those who have attended still discuss here and why they are so loyal to WS..

Ray
 
Backwoods Savage said:
As most folks know, Woodstock is second to none when it comes to Customer Service and having great products. But here is a company that goes well above the normal. How? I'm glad you asked. Here is just one example.

We purchased a Woodstock Fireview in March 2007 and installed it the following September. This means that this is our 5th year of heating with this stove. On another thread in this forum I posted pictures of our catalyst. Woodstock had sent us a new cat so I was replacing it. I took the cat out and took the pictures and purposely did not clean the cat so that folks could see what it looked like.

Not just the usual folks who post regularly on this forum saw those pictures. It seems that some of the Woodstock folks also saw the pictures. They noticed that the housing of the cat was slightly warped. I had noticed it but thought it was not enough to be a concern. However, today, UPS delivered a package from Woodstock and inside was a new housing. Instructions was included (not really needed) for changing the cat into the new housing and even some anti-sieze for the bolts.

Again, I never communicated to Woodstock about this; it was simply done for us; no questions asked. That, folks, is what I call true Customer Service by a company that cares about its products and its customers! Thank you Woodstock.
Click to expand...

Dennis, do you remember the thread's title? I missed it and sure would like to take a look-see at the pics.
 
I don't remember either Dave. lol But here are the pictures. (Sorry I'm late. Having Internet problems.)

cat-2.jpg


cat-1.jpg
 
Great to hear about their customer service...wish every company did business like that.

Their eye is sharper than mine...I don't see where the housing is warped.
 
If they had a stove just under the size of a fireview, I'd buy it. Great story, great service.
 
They do Jon. They do.
 
Really nice when a company stands behind there products in such a strong way. Knowing that a company is so dedicated to its products and especially to its customers makes one want to truly do business with them. Hats off to Woodstock.
 
Backwoods Savage said:
They do Jon. They do.
Click to expand...

I would need a frontloader for fireplace install. Just a smidge bigger that a Hearthstone Tribute. Can they work one up for me? ;-)
 
Ditto to what Dennis and the others have posted. Woodstock Soapstone is hands on right straight forward customer service at its best. Kudos to them!!
 
You have me curious how they figured out your name and address from this site? Is my info available like that too? I hope not!
 
NATE379 said:
You have me curious how they figured out your name and address from this site? Is my info available like that too? I hope not!
Click to expand...

Cant imagine there being too many Dennis from on this forum from Michigan. It would just take a look on their sales record to find him.
 
NATE379 said:
You have me curious how they figured out your name and address from this site? Is my info available like that too? I hope not!
Click to expand...

HR dept has a file on him.

If I didnt know I was looking for something warped that frame would have looked fine to me.
 
NATE379 said:
You have me curious how they figured out your name and address from this site? Is my info available like that too? I hope not!
Click to expand...

They enlarged the photo of Dennis sitting on the milk crate and saw that his name and address were on a metal tag he had attached to the crate so no one would steal it from him. ;)
 
Customer service that goes way, way beyond just being "good" or even "excellent" customer service . . .
 
Backwoods Savage said:
They noticed that the housing of the cat was slightly warped. I had noticed it but thought it was not enough to be a concern. However, today, UPS delivered a package from Woodstock and inside was a new housing.
Click to expand...
That should last forever...or at least until the next time your stove top goes north of 750, and the cat goes to who-knows-where. :smirk:
A probe location that indicated the true cat temp would be very useful. I'm not too good at equating the degree of orangeness to the actual temp...

Anyway, it's awesome that they sent you the new housing. :coolsmile: I've been happy with my dealings with CS, though my contact with them has been limited so far (no problems=no contact.) :)

firefighterjake said:
NATE379 said:
You have me curious how they figured out your name and address from this site?
Click to expand...

They enlarged the photo of Dennis sitting on the milk crate and saw that his name and address were on a metal tag he had attached to the crate so no one would steal it from him. ;)
Click to expand...
Really? I thought they made the connection last Fall when he brought in the DennisWood in a milk crate, dumped the wood out next to the PH, then flipped the crate over and had a seat to watch the fireworks. :lol:
 
I had a similar experience years back with my old Fireview cat housing. It looked just like yours Dennis and I mentioned it to someone in an email to Woodstock and a week later I received a new housing in the mail.

Another time I received a new soapstone panel for my Keystone top plate after mentioning I broke it in two in a thread here on the forum. I never even asked Woodstock for it, someone there just saw the thread and knew who I was and sent it out.
 
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