After being in a bind and writing about Asics and Tekkie Town, where neither of them took the time to respond after I sent back a pair of running shoes. As it happens in these instances, I wrote about it and ranted a bit here, which was followed by the all-important and standard tweet.
Asics very quickly responded to the tweet where Dawid Visser took over the matter and owned it – with an apology. I appreciated how no one was badmouthing the other inside Asics, where resolving the issue was more important than who had not taken it upon themselves to act on an email and calls.
[Add crickets at Tekkie Town here]
The Asics sales manager, Craig also phoned to apologise on behalf of the brand and their management. They took it all seriously, especially the fact that it went public where most brands try to keep these matters private. It all seemed sincere, as though Craig and Dawid wanted to help and they did.
One of the expectations that I had, which very quickly changed, was that they would want to investigate with Tekkie Town and spend more time keeping me waiting. Instead, Dawid asked me about sizes [I’m a UK size 14 ;-)] and told me that the version I had bought was now out of stock and that he would send another one.
After talking to Dawid and sending him my humanly impossible running shoe size, they delivered a brand new pair of Asics Gel Nimbus 18 within 24 hours. It’s always great when a brand goes expectations and shows care where many others have disappointed their customers.
Thanks Asics. I’m taking this new pair for its first Soweto Marathon.