Gregory C.
5/5
I have “Woodford” brand water spigots (the valve that turns the water on and off) on the exterior of my home, built in the early 1970's. One of my spigots had deteriorated, over the intervening 50 years, and the exterior handle, that operates the valve, no longer had a good connection and was getting nearly inoperative. After looking at the poor quality, imported replacements available at the hardware stores around me, I elected to contact the original manufacturer, “Woodford”. Knowing that the existing valve was made of high quality brass components, I understood that it could, if properly maintained, last several lifetimes.
I contacted “Woodford” directly, after looking them up on the internet, and “April”, a lovely young woman, walked me through the process of identifying the correct model number, the proper parts and repair kit numbers, I would need to effect the repair. It took emails back and forth, with pictures and a good deal of teaching by April to get me up to speed on what I needed to know. April was professional, polite, patient and courteous. All the best traits in someone who has to field calls from folks like me who don’t speak the plumbing vernacular nor understand much, besides that very basics, of the mechanical operation of a valve. Because I live in the Midwest, my spigot I s the “freeze-proof” variety. Measuring the length of the “valve stem assembly”, what April called “the operating rod”, was where I made my mistake.
“NOTE”: If you are going to repair a “freeze-proof” spigot yourself: when measuring the length of the “valve stem assembly” from the inside of the house, REMEMBER TO ADD the 2 inches of the valve body on the exterior, when calculating the needed length of the “valve stem assembly”, or you will come up short as I did.
O.K. I had to eat a bit of crow. Admit my mistake to my wife and reorder the “valve stem assembly”. As it happened I spoke with “Christine” this time, who did a wonderful job, even though she was training in the position. She was personable, relatable, polite, professional and most importantly was honest about her limited knowledge, but made the effort to get me the correct information. Joy. The water was turned off to the house, for a additional day and I had to eat the cost of FedEx “Next Day” shipping the correct part, but things would be ok. But I was not the only one to make a mistake in the process. The “Eagle Mountain Products” (“Woodford’s” retail company), shipping department also made a mistake. They had the order processed, and processed the payment, just after 2 o’clock in the afternoon, but didn’t ship the part until the NEXT DAY. O.K. I made the first mistake, so everything after that is partially, at least, my responsibility as well.
I sent an email to Eagle Mountain Products, explaining the situation and asking for some help. What I got . . . was a complete refund of the shipping costs! I was blown away.
I am writing this review because I think it’s important to share when a company does, what I feel was, an amazing job. We are all quick enough to shout when we feel slighted, in some way, by a Company. Well, I think then we must shout, when the inverse is true, and a Company, has the back of a customer!
My heartfelt thanks to April and Christine, the young ladies at “Woodford” Company, who answered my calls, my questions, provided me the part numbers I needed to place an order and steered me to the correct website to make my purchase. Also, a big thank you to the person at “Eagle Mountain Products” who chose to come to my aid and save me some hard earned money (three times the cost of the part) on shipping. I think each of you are Rock Stars and highly recommend “Woodford” brand, brass, freeze-proof, water valves. They are made of high quality materials, of the finest workmanship and are from Companies populated by folks that care about their customers. I think their behavior reflects the pride, and satisfaction, they feel in a job well done. We can all learn something important from that.
