[Madjostok]

Always like to let others know when I have had a good or bad experience when dealing with different corporations or businesses. In this instance, I had a very good experience while dealing with Thetford. Let me explain.

Back in mid 2007, I got my first look at Thetford’s new “Smart Tote”. I knew I had to have a 27 gallon model to replace our 22 gallon Barker tote. Thought that the added 5 gallons of capacity, 4-wheel mount and connected hose was just what I needed. It wasn’t long before I purchased one and sold our 22 gallon Barker. Thought I had it made! Nope!

It wasn’t long before the new “Smart Tote” developed some minor issues and I found that I wasn’t as pleased with it as I’d hoped. None the less, I made the best of it and carried on using it up until our last trip in May of this year. After filling the tank and pulling it to the dump station, I discovered that it now was only about 2/3 full and a trail of water had followed me. You can imagine my surprise when after draining the tank, I discovered a large crack in the bottom, near the front wheels. Additionally, I discovered that the axel holding the two front wheels was bent slightly, allowing the wheels to contact the bottom of the tank, causing the crack. This amounted to a total failure of the unit!

On our return home, I immediately got busy and took some pictures of the damaged tote. I then composed a letter and sent all, including a copy of our receipt, to Thetford. To be honest, I expected little more then a form letter in return as the unit was well out of warranty. I would have been very pleased if that letter had included a gift certificate for $25-50 in Thetford products. Imagine my surprise when I received a call from Mr. Casey Cook at Thetford. My case had been reviewed and he was authorized to offer me a brand new 27 gallon “Smart Tote” as a replacement for the one that had failed. He even ASKED me if this would be a satisfactory solution to my issue! Needless to say I assured Mr. Cook that this would be more then satisfactory and thanked him very much. My new “Smart Tote” arrived yesterday and I am more then pleased. It should be noted that on comparing the new unit against my old one, the new unit has superior construction attributes and I believe it will stand up far better.

It is easy to criticize the companies and businesses we deal with when they fail to deliver acceptable customer service. I believe it takes no more effort to praise exceptional service. This is only fair and due to these companies and helps others find the companies that are worth dealing with. Thetford has earned this praise and I will be a loyal customer from here on.

Happy Camping!