"Ordered Monday evening, at about 6:10 pm. The clipper kit arrived via UPS on Thursday. I am about 350 miles from North Coast Pets.

In mid-May I bought a battery powered clipper kit for grooming dogs. The battery did not charge properly, nor did another older battery I had from the same model clipper. I suspected the charger was faulty.

After returning the charger to the manufacturer for warranty repairs, they told me that my kit was over three years old (from date of manufacture) even though it was brand-new and still shrink-wrapped when I got it. The manufacturer implied that North Coast Pets had left it sitting on a shelf for years before selling it to me. They stated that the charger was fine, and that the problem must be with the batteries. They suggested that I send the batteries together with the charger if I sent it in again. When I got it back, the batteries still did not charge properly.

The manufacturer initially intended to stiff me on the battery warranty with the explanation that they don’t warranty any battery that is older than one year from its date of manufacture, which apparently was the case with my kit.

I called Mark at North Coast Pets to see what he would do for me if the manufacturer would not stand behind their product. Mark told me that he bought these kits directly from the manufacturer and asked me to wait a bit before sending the charger and battery back for warranty repairs. Less than one hour later Mark called back. He told me that he had talked to the manufacturer and explained that the kits do not have a date on the package and that he expected them to take care of me. He said that he told them that I was still within the 30-day return period and that if he got the kit back, the manufacturer would be getting it back from him. He advised me to try again for warranty repairs.

I sent the charger and battery back to the manufacturer and was told that even though the charger and battery were old, they would replace both of them under warranty.

I am impressed by the follow-up customer service I received from Mark. He left me with the feeling that he is a stand-up guy, who’ll do the right thing to ensure that his customer gets what he paid for. If I ever need any more items that he sells, he’ll get my business again.
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