I've ordered off of
www.northerntool.com quite a few times, but this is the first time I've had an issue with an order. It wasn't their fault as whoever packaged the impact socket set originally put in two 1" sockets and shorted me a 1 1/16".
The hold time was a whole 20 seconds if that to get into customer care. They were friendly, courteous, and right down to business. The entire call lasted pretty much 2-3 minutes. He asked who I was, what the issue was, then what my address was. He checked for a previous order for the impact set and that was that, no Q&A session, no photos needed, nada. "We'll put one right out in the mail for you sir."
By far one of the easiest customer service calls I've ever placed.
I wholeheartedly believe that a company should be judged not when things go right, but when things go wrong. In this case Northern Tool has done good by backing up their products.
