Good for them

[etpm]

Recently I ordered a couple extra keys for my 41 or so year old Yanmar YM2310 from Hoye tractor. One key worked while the other would not fit into the ignition switch. Though at first glance the keys appeared identical they were in fact not. Of course, because one would fit and the other would not. The longitudinal grooves cut into the keys were different depths. One key had deep cuts and the other shallow. The difference was so great it was easily discernible by the naked eye looking at the keys end on and side by side. Since these keys are electroplated over their entire surface it means they are cut first, then plated. So Hoye is buying these keys pre-cut. Anyway, I sent a message to Hoye asking them to please send me another key because one was bad and asked them to look at the key they would send to make sure it had the deeper cut. Well, they musta looked because I checked my mail today and they did indeed send me another key with the proper deep cut. The key works fine. Hoye didn't argue with me me, didn't ask me to send the bad key back, they just sent me a good key. I think this is good customer service. Since Hoye is not cutting the keys themselves they have no control over the cuts on the keys. And since the defective key is not obvious unless someone looks closely I can't fault Hoye for not spotting the bad key. But their prompt and positive response replacing a part that sells for just a few dollars speaks well to their customer relations. Good for them. I have bought other stuff from Hoye and will continue to do so.
Eric

 

[Boss 302]

Thanks for sharing, that's good customer service.