I have a SIGG water bottle. In general, I like it a lot—it’s reusable, it’s metal, the water inside doesn’t taste plasticky like a Nalgene, and it’s pretty:
However, due in part to my laziness, the lid has developed a nasty film of mildew that vastly affects the quality of the drinking experience. I don’t much care for the flavor of plastic, but musty library isn’t exactly delicious either. After numerous washings, soakings and scrubbings, I’ve learned that this mildew is of the tenacious variety and isn’t likely to go away, like, ever.
So, natch, I hopped aboard their website to order a new one for $4.99. Five buckaroos seemed a bit steep for a water bottle lid, but, I figured, that’s not too bad considering the quality. What was bad was the shipping cost: $7.50 for Priority Mail—the cheapest option. For an object that weighs a half-ounce (and I put it on a food scale—proof that I am, for once, not exaggerating).
Are they out of their flipping minds?!! Maybe. The USPS Rate Calculator told me that I could ship a package of that weight from SIGG’s ZIP code to mine via First Class Mail for a mere $1.13. It would arrive in 3 days—just one day after the Priority package (which, BTW, only costs $4.60).
I immediately canceled the order. Angrily, I shot off the following email to every contact listed on their site:
Hello,
I tried to order a new lid for my Sigg water bottle, but my eyes nearly popped out of their sockets at the shipping and handling cost. The cheapest option is $7.50?!?! For something that weighs a half ounce?! I’m sorry, but that’s absurd. Letters that weigh more a Sigg lid can be sent for a mere 41 cents. Priority Mail and UPS Ground should not be the only shipping options—I would gladly wait an extra week for my lid to arrive if it meant paying a more reasonable shipping cost.
I look forward to purchasing a lid from you when you offer a wider variety of shipping rates.
Thank you,
MDIC
I didn’t really expect a response. I mean, would you respond to that? I wouldn’t. But in the morning, I received two emails saying that there was nothing they could do about their shipping options, and that I could go ahead and use a special 30% off code to make up for it. (Ahem. Discounts rarely apply to S&H. Thirty percent off of 5 bucks is a whopping $1.50).
And then, miraculously, a third email arrived that literally propelled me out of my chair and across the room like Mario reaching for a mushroom. I think I may actually have yelled, “YESSSSSSSSSSSSSS! Victory!!”
My officemate turned around and asked, “What, did Ira Glass email you?”
It wasn’t that good. But it was close:
Hello MDIC,
Thank you for getting in touch with us. I agree with you, $7.50 is too much to charge for a lid. I will send one out to you if you can provide your address and the type of lid you are looking for. We are working on a better solution and appreciate your patience.
Well, now! That’s not just a mushroom—that’s a fire flower! THAT’S customer service! That’s the way to win over my heart so that I continue to purchase SIGG water bottles! That’s the way to make me want to tell all of my friends! That’s the way to get me to plug a product on my blog without paying me!
Whoa. Excessive use of exclamation marks. But I am excited! Not only do I not have to pay shipping or handling, but I don’t even have to pay for the lid itself. It doesn’t get much better than that.
Moral of the story: you don’t have to buy everything you see for sale online. Sometimes they’ll be kind enough to just send it to you for free.
Now that I’ve discovered the power of e-complaining, you’ll have to excuse me. I have some companies to pester.
15 responses so far ↓
1 Karin // Oct 23, 2007 at 8:12 pm
Nicely done, MDIC. Inspiring work!
And what a lovely water bottle, too! I like.
2 michael5000 // Oct 23, 2007 at 8:45 pm
I have a friend who has a thick, thick file called “squeaky wheel.” I have a much thinner, derivative file, also called “squeaky wheel.” If you are relatively logical and courteous about your squeaking, sometimes you get greased. I mean, the grease.
Congratulations on your new lid!
Hugs and Kisses,
Ira Glass
3 Laura // Oct 23, 2007 at 10:24 pm
I feel I have absorbed some of your well-earned good fortune just by reading this post. Squawk!
4 rubyblue123 // Oct 24, 2007 at 4:56 am
Woohoo! That stuff never happens.
The water bottle is quite lovely and deserving of a new lid.
ryc: Pennsylvania was en route to Hatteras Island, NC. It was not very balmy in PA.
5 sunshineboy78 // Oct 24, 2007 at 5:58 am
I find this strategy works in real life as well as web life. The secret to getting things free, or at least severely discounted, is always be willing to walk away.
6 Lynn // Oct 24, 2007 at 7:16 am
I’m a big believer in complaint letters. Once I had such a horrendous flight on Continental (when my son was a baby) that I had to write and complain about the rudeness of the staff during our 5-hour delay. My eyes nearly popped out when I received two free tickets (one-way, but who’s gonna be picky?) for anywhere in the Continental United States.
I’ve received coupons and other free products just, for writing and complaining.
Yahoo to you for the water bottle lid.
And what’s that Web site for SIGG. I am unhappy with some of my water bottles and would like to order one if it doesn’t make the water taste like plastic.
Lynn
7 Teague // Oct 24, 2007 at 7:34 am
It is a lovely bottle. But it’s way overpriced! I looked for them, $20! I think I found them for $15, but not the pretty ones. And it’s hardly an original idea, it appears to be just a fuel bottle. Maybe I’m grumpy this morning because I have to go to the gym.
Teague
8 lizzy // Oct 24, 2007 at 1:27 pm
1. that’s a pretty water bottle.
2. I would buy a Sigg bottle based solely on your positive representation of them, and would tell my friends the same.
9 Boo // Oct 24, 2007 at 1:32 pm
Nicely done! What a great customer service response too.
The bottle is lovely. I am still using and reusing the one that came with my bike years ago. I have all the leaks duct taped. Perhaps I should invest in one of these.
10 Lisa // Oct 24, 2007 at 5:02 pm
My sister has one of those! very pretty.
11 Kathryn // Oct 25, 2007 at 1:32 pm
doing my happy dance over here in your honour - good job! (and nice water bottle)
12 Truly // Oct 28, 2007 at 2:58 pm
Wow! you wrote an effective letter of complaint?! That is incredible! You could go into biz doing that. I can’t even get unsubscribed to email lists! And I send some quippy unsubscribe notes too.
Ira Glass has my dream job.
Be good.
13 Meredith // Oct 30, 2007 at 7:29 pm
Frickin’ awesome.
14 Kellen // Nov 6, 2007 at 1:23 pm
15 Kellen // Nov 6, 2007 at 1:24 pm
whoops. no html…
here’s a chuckle: http://www.snorgtees.com/thisiswhyimhot-p-381.html