Last summer i bought 2 patio heaters from Costco made by NexGrill. The reflector hood on one of them broke. Normally i would just return the entire unit to Costco and get a new one, since Costco's customer service is so strong, which i've written about here. But this time i thought, I'll track down the number of the manufacturer, NexGrill, and call them and tell them what happened. I figured they would rather just send me out a new part rather than having the entire unit returned.
Well... after 3 phone calls and a few emails (that were never responded to) they want me to return it. In fact, i should have listened to the first customer service rep, who told me straight up... it would be easiest just to take it back to Costco. I ignored her, and pressed on. But now, since they will only ship me out a new hood and charge me $52 for it plus $16 in shipping, I'm better off just taking back to Costco.
The weird part was the resistance from the reps i talked too. I explained that they could probably get a promotion by saving the company $300 (the cost of the unit when i return it to Costco and Costco charges NexGrill that amount). But they obviously don't care about saving their company money. This is the last time i go out of my way to try to help a manufacturer save some money and build some customer loyalty. Sorry NexGrill... but i am looking forward to getting a brand spanking new heater!! Thanks Costco!!