P21S Customer Service!

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Jon K

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This weekend I was at the local BMW dealership (pretty far hike for me) to pick up some coolant for a project that I was in the middle of. I picked up some P21S wax while there only to get home and realize the inner jar and outer jar were not connected properly - almost seems like the ribs inside that interlock were the wrong number, but who knows. Kind of as a random effort I emailed P21S to see if they could help:

Hi P21s –

Just got back from Thompson BMW in with a new jar of your P21S Concours Carnauba Wax. I use this stuff on my BMWs and various other cars with good results. That said, I didn’t know until I got home but it seems the container for the wax is in 2-pieces. The bottom just turns separate of the tub that the wax is sitting in. This makes it very difficult to open the lid without removing the “outer” container first. Is there something I am missing here? No amount of pressing the halves together seem to work – the bottom part of the container continues to spin.

Thank you,
Jon

​
To my surprise, first thing this morning, a reply waits:

Dear Jon,
Thanks for your mail. That should not have happened and we apologize. We have had some jars from one production run do this after heat exposure. Please send us your address and we will get you a new jar. Swap out is simple, please refer to attached film. Again, we apologize!

Kind regards,
Customer Service

So, while P21S could have told me to return it to the dealership (pretty far drive as mentioned, about 45 - 50+ mins depending) they are sending out a replacement jar. I think that's great customer service and wanted to share with you guys.

 
Setec Astronomy said:
Um...sounds like they are sending you an empty jar to put the wax into.
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Yes. They are. However, with silly issues like this previously it'd be "Ok please return or exchange it at the location you bought it at."

Over-night response and "give us your address we will send you a new jar." is pretty good service IMHO.
 
Jon K said:
Over-night response and "give us your address we will send you a new jar." is pretty good service IMHO.
Click to expand...

Well, I'm glad you're pleased, I would have expected them to send me a full jar, not an empty one.
 
Setec Astronomy said:
Um...sounds like they are sending you an empty jar to put the wax into.
Click to expand...

Setec Astronomy said:
Well, I'm glad you're pleased, I would have expected them to send me a full jar, not an empty one.
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Ah right, "give me free stuff" mentality. I forgot that floods our society.

I really just want to be made whole without having to drive 1.5 hrs round trip. They did that for me.
 
I think it's fair, you have the wax and nothing is wrong with it and it is very easy to put it in a new jar. P21s is a pleasure to deal with especially if you get the pleasure of talking to Bruce or Steve, great guys!
 
Jon K said:
Ah right, "give me free stuff" mentality. I forgot that floods our society.

I really just want to be made whole without having to drive 1.5 hrs round trip. They did that for me.
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Yeah, that's me, give me free stuff--you don't know anything about me. So you bought something that was defective, and instead of replacing your purchase, they send you the cheapest part of the product (well, there might be some argument there as to whether the wax really costs them more than the jar), and make you work to get the wax out of the old jar and into the new one.

I'm actually surprised they have the jars around because I'd be really surprised if they package the product there in the office where you called. Most places would just send you a new product and be done with it.
 
Meghan said:
I think it's fair, you have the wax and nothing is wrong with it and it is very easy to put it in a new jar. P21s is a pleasure to deal with especially if you get the pleasure of talking to Bruce or Steve, great guys!
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C'mon Meghan, if the OP bought the product from you, you would have sent him a new jar with THE WAX in it.
 
Setec Astronomy said:
C'mon Meghan, if the OP bought the product from you, you would have sent him a new jar with THE WAX in it.
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No not really, we get a call on occasion someone has a cracked lid on a wax jar, so we send them a replacement lid and that is it. If product is still fine no need to send out everything, that would be like saying if a sprayer broke on Pinnacle Souveran Spray wax, would you send a replacement sprayer or a whole new Spray wax? I think what they did is completely fair. Most importantly the customer was happy with it and that is all that matters.
 
Meghan said:
No not really, we get a call on occasion someone has a cracked lid on a wax jar, so we send them a replacement lid and that is it.
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Yeah, that's when the customer cracked the lid from overtightening it, in this case the mfr. admits they had a run of defective packaging.

You're right, the customer is happy, that's the most important thing, but IMO in a situation like this, where they have admitted fault, they should have gone over the top to make sure the customer was delighted and just sent a new jar of wax.
 
How did Thompson BMW get left out of the equation?

-@OP...
Did you contact them about your P21S Concours Carnauba Wax,
that you purchased from them, having a defective container/jar?

-I wonder if they are going to be notified by P21S that they may have other
P21S Concours Carnauba Waxes that: may be/are...in defective wax containers/jars?

A correlation:
I'd like to see the 'happy-faces' of Thompson BMW's Service Departments' personnel when/if they would
receive empty wax jars to transfer their current stock of P21S Concours Carnuba Wax into...
and be told to be acceptant with P21S' declaration that they are now considered to be: "made whole".


Irregardless...
I'm definitely with Setec Astronomy on this issue.

:)

Bob
 
You guys can be on whatever side you want. No, I didn't bother Thompson BMW over the matter because it was Sunday, they were closed, and I figured they're only going to let me exchange it but I am going to have to drive another 1 hr 20 min and my time is worth too much to do that. So, Sunday night I figure why not shoot a 20 second email to the manufacturer. The manufacturer actually sent a video file attached to show how easy it is to swap the wax into the other jar. Yes, that means they've had this problem.

I am sure if a dealership had 100 jars of defective product they'll replace it rather than pay someone hourly to swap it... let's not be silly. But honestly, what am I going to do with TWO jars of P21S wax? Nothing, I'd send the defective one back because that's the kind of customer I am. I don't need hand outs - the company is trying to make money. They are already spending time dealing with calls/emails about this jar issue, and had to get the jar revised/etc., so why am I going to expect them to send me free product? They just need to make me whole... and they agreed to do that. What more could I want?
 
In my opinion, if the OP can use the product the way it was originally intended on being used, the customer service solution is just that--a solution. And it's fair. Would it be nice to get something for nothing? Sure, but that would be considered going above and beyond. And let's be fair here. When the package comes, you never know...the OP may find a surprise.
 
Jon K said:
I am sure if a dealership had 100 jars of defective product they'll replace it rather than pay someone hourly to swap it... let's not be silly.

OK. Let's not be silly...
You were there...Did they have 100 jars of P21S Concours Carnuba Wax in stock?
Click to expand...
Jon K said:
What more could I want?

Honestly I have no idea of the extent of your wants.
Click to expand...
Now...Although the profits may go to the "parent company"...

I still want my local H-D dealerships to have a:
'Christmas in July Sale'...so I can stock-up on more S100 products.


:)

Bob
 
They had easily 20 jars of P21S wax on the shelf and I am sure they have more in the back.
 
Just a random thought...Give the dealership a call and let them know that they may have a bunch of defective jars. They might really appreciate the heads up.

Bill
 
BillE said:
Just a random thought...Give the dealership a call and let them know that they may have a bunch of defective jars. They might really appreciate the heads up.

Bill
Click to expand...

How am I to be sure they have a bunch of defective jars, though? I picked up one and it had an issue. I could call but it could just raise alarm. I let P21S know where I got it so they can tell what the dealers purchasing volume is and whether or not they have issues.
 
I think its the right thing to do to call the dealership to let them know, I know I would appericate it if someone bought something from me and it was defective.
 
I would have just epoxied the two parts together and been done with it.

Funny though. I bought my last jar of this product at Thompson as well. They carry almost the whole line.
 
I don't understand the logic some people have that they should be entitled to free wax because of a defective jar. huh, what??

I think it's great that P21S was willing to replace the defective JAR. The issue of physically transferring the "perfectly good wax" into the new jar is trivial.
 
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