I posted a critical review of Etonic golf shoes on July 10th. I was unhappy with my shoes but particularly unhappy with my customer service experience.
On October 15th I received an email from the CEO of Etonic World Wide. He expressed his dismay over my experience with his company's shoes and asked for my phone number so he could call me to discuss it.
On Monday October 17th Tom Elwell and I conversed for 45 minutes and were on a first name basis at the end of the call. Tom Elwell is a CEO who truly believes in his company. One of my complaints was there was no phone number for customer support on the web site. There is one now. Tom also told me he had contacted an employee, who was on vacation, to find out why there had never been any response to my emails. Here is a CEO who is working for his paycheck. He didn't hand off handling a concern to an underling, he communicated to me himself. Tom believes in his product and now I know he also believes in customer support.
I think everyone can accept that a defective product can slip through quality control. What incenses me and perhaps many of you is not being heard. I can accept an apology, I can accept an excuse but I can't accept not being heard. Tom Elwell heard me, responded and has regained a customer due to his assurance that his company not only wants to provide good products, they want to provide good customer service as well.
So Tom, you heard me and I heard you loud and clear. Etonic you have a good hand on your helm. Tom, thank you for reaching out!