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A tale of good service

Posted by Kiwi G II on December 03, 2002 at 16:14:30:

In October, while I was traveling in France, my Breas PV10i was stolen from the airport in Paris. I found this loss extremely distressing: I had been 100% compliant on CPAP since I bought an AutoSet T in April 2001 and had bought the PV10i as a more portable, backup unit back in May in this year.

To cut a long story short, after a few phone calls to the manufacturer in Sweden and their office in France, a replacement was awaiting me at the next hotel, all within about 30 hours. That was outstanding service, in my book!

Unfortunately my travel problems didn’t end with that theft. My suitcase was stolen the following day from the super fast train, the TGV, and with it my F&P HC150 humidifier. I decided not to replace this but wait until I returned home. However, the early winter in Scandinavia meant that I started to miss it greatly when I experienced the very dry indoor air of Norway and Sweden.

I rang Breas again from Stockholm, happy to drive to the nearest office to buy a unit. They had a better suggestion. One of their staff was traveling to Stockholm the next day, so we met on the street and did the deal. “If you like it, pay us. Otherwise get it back to us,” he said as he handed it over, making a big impression on my Stockholm friends. Although it is slightly heavier than the F&P, the dual voltage feature is a big plus. On that trip I was traveling repeatedly between 110V and 220V countries, so had to carry a 100W step-up transformer weighing about 700 gm. I left it behind, no need for that now.

When I eventually got home to New Zealand, I wrote to the CEO of the company, asking for my thanks to be passed on to the various staff involved. My letter ended: “Their friendly, sympathetic responses, prompt action and lateral thinking meant a great deal to me at a time when I really needed help. I’d be proud of staff like that.”

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