May 2020
Dear Peter,
I could not find a place on your website to give feedback and I really wanted to share my thoughts on your awesome customer service.
When I originally purchased the phone online (on a Sunday), I received a phone call from you within an hour of placing the order to tell me that the colour I had ordered was not in stock. You explained that he could send either of the alternative colour options immediately or I could wait until the next shipment arrived (although Covid Delays were starting to kick in out of China).
The phone (Armor X5) has been brilliant and worked flawlessly for the first few months. The camera quality is excellent and I have used it on several kayaking trips with no concerns about its waterproof integrity. About 4 weeks into lockdown, after a lot of time spent at home doing nothing adventurous, the main camera inexplicably stopped working. When I emailed customer support I quickly got a response suggesting a few things to try and was told if it still didn't work to send it back for inspection and warranty claim.
The warranty claim process was very easy and the steps clearly laid out in the correspondence from your team. It explained what needed to be sent, how it should be packaged and that if it was not accepted as a warranty claim (due to misuse or physical damage) then I would be charged an inspection/repair fee. I put the phone on the courier on the first day of Level 3 and in just over a week I had a brand new phone. Pretty impressive given that I live in Northland, about as far from Christchurch as you can in NZ, and the couriers are still on a bit of a go slow. Just as when I originally ordered, I received emails keeping me informed of the process the whole way through so never had to wonder what was going on.
It is easy for a business, especially an internet business to be great at selling things but the real measure of a good business is how they deal with problems and especially warranty claims. I considered buying this phone from an overseas supplier but am now very pleased that I found Rugged Phones NZ. Top class products, top class service - a pleasure to deal with.
Many thanks to all the team,
Stay safe
Chris
