Eagle, ID — So there are still companies that back up their products and provide customer service beyond expectations. I purchased a portable file carrier last fall for Heather. It was one of those containers that can hold a dozen or so hanging files with a lid containing compartments for pens, paperclips, etc. When Heather opened the lid one day, the plastic snapped right at the hinges. It probably was due to the cold…the file box had been sitting in the car out in the cold. It was made by Sanford, a Rubbermaid company. Since Rubbermaid is well respected, I decided to give them a call. Customer service told me to send any part of the product to them and they would send out a replacement. I clarified that I didn’t need to send the whole box (which would have cost in shipping almost as much as the box was worth) and she said, “No, just any piece of it.” I just happened to have the two small plastic pieces that made up the hinge, so I threw those in an envelope and mailed it in.

Two weeks later we receive a parcel from them. It not only contained a brand new file box, but a fancy writing pen, a purple Sharpie, and a very nice letter detailing their commitment to quality. The letter was even hand-signed! Very impressive! In contrast, when a similar problem occurred with an Iris container we purchased, when I called them they said they would send a new one out but I would have to pay $13 shipping. The box in question was only $9.99. A contrast in vendors, and one that will definitely affect my future purchase decisions.