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Old 03-31-2013, 05:47 PM   #1
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Astonishing customer service experience.

We have all experienced incompetent, indifferent, downright rude service. Well today I am astonished. I wrote to Power Gear/Kwikee about problems with my step a few months ago, and they had been quite helpful. I have been poking away at it and finally got it all apart, fixed some parts I had bent, lubricated it, and re-assembled it.

Now it was time to attach the reason I took it apart in the first place - it had stopped working. I tested the motor with a direct 12v connection and it retracted and extended perfectly.

Next I tested the control unit. I couldn't get it to produce a voltage to the motor. I wrote to Kwikee late on Good Friday, not expecting a reply until next week. To may surprise I got a reply on Saturday with the correct test protocol. I tried it and no joy, my unit is done. So I looked on line to see if I could find the part. No joy, the 909506000 is very hard to find.

I wrote them again last night asking if there was a new part number replacing this one which was clearly discontinued. Now to my utter amazement, I got a reply today, Easter Sunday, with the new part number.

They have my respect.
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Old 03-31-2013, 05:52 PM   #2
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Thanks for posting that. I tout PG's customer service ( tech support ) all the time and some don't believe it. I get responses to email inquires almost immediately.
Glad it all worked out for you.
Cliff
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Old 03-31-2013, 05:53 PM   #3
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It's nice when the universe unfolds as it should. Thanks you for posting a positive comment. Too often all we get to read are the negative ones. That's not to say the negs aren't worthwhile, those are the lessons learned. It's just nice to see a positive write up.

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Old 04-01-2013, 05:36 PM   #4
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I too have had a very fast response from Power Gear when I emailed them with a problem. That's good, but it has to be since they will not talk to you on the phone unless you are a dealer. If you call them all you will get is a recording saying to send them an email.
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Old 04-02-2013, 08:32 PM   #5
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Power Gear is very good at helping with problems and answering emails quickly so I give them an A. If they would just talk to us I would give them a A+ Just my $.02
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