Actual quote from a Zenie Bottle recipient. How you respond to these types of emails can make the customer love you or hate you. When we reached out to her – she was elated.
1100 bottles were shipped into the wild last week. About 700 have found homes (45%+ have converted to users so far) – the rest are still in transit. Unfortunately, Mother Nature took a bite out of us this past week and delivered a record cold spell across most of the nation. The Zenie's are designed to withstand temperatures of 15 degrees Fahrenheit. Below that, we have issues. Looks like some 200 arrived frozen. Now this isn't all bad. It turns out it's an opportunity to make these young adults really happy. Check this out:
From user Kristen:
I recieved a free bottle through the Zenie promotion along side a few of my friends. They arrived to us broken with all of contents soaking the box! This is simpl unacceptable. I would like to requesst another bottle free of charge. If you deny me of this I will write reviews about your company's terrible customer service and treatmet. I did surveys and feedback for your company so I hope you grant my request
Our reply:
Kristen,
Thank you for contacting Zenie Bottle, with record lows across the country we have had some of our bottles freeze and break. I'm sorry that your bottle was one of those that broke. Our bottles are designed for a freezing level of 15 degrees but not -10 degrees!
If you're in a cold weather location, we will re-send you a bottle as soon the weather warms up. If you're in a warm weather location we'll send you one immediately. In the meantime ….
Do you have a specific bottle color that you like? Checkout...
Jim and the Zenie Bottle team
Her final response after a few exchanges:
Thank You Jim. You are so great! Thank you for your kindness.
No substitute for great service.
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