Black and Decker www.blackanddecker.co.uk

It was only a cheap rechargeable screwdriver that I bought from B&Q some time in August but it had the label Black & Decker on it so I felt safe about its reliability. Through the same workings that put paid to a Vax I managed to lose the adaptor for the recharging of the screwdriver and as a result I was left with a nearly new screwdriver rendered useless through my own fault.

I contacted B&D customer services requesting the missing accessory and the cost of it. I received a reply with a web address where I would find the part. This didn’t happen. I couldn’t locate the part, that firm, unlike Black and Decker didn’t reply my query email, the firm was in Wales and I live in Scotland.

Refusing to be beaten I emailed B&D remonstrating about been sent on a fool’s errand. Next day I had an email back not only explaining their service set-up but also with an apology AND the offer of a complimentary adaptor for the screwdriver.

That I class as good customer support and service with a little bit extra thrown in.

Nanicholi