molly.com
Friday 20 January 2006
Now This is Customer Service
MY BROTHER MORRIS RESTORES THINGS. Houses, furniture, appliances - you name it, if he finds something old and can restore it to its original beauty, form, and function, he does.
He was apparently trying to restore a percolator from Corningware Corporation, and despite having found several sources for the handle, electronics and what-not, he couldn’t restore it. So, he sent it, along with a letter, to the Corningware Corporation.
These days, one expects this sort of thing to at best be responded to with a short letter and possibly, a small product discount or gift for the trouble. At best. But Corningware Corporation has gone so far above and beyond the call of duty that Morris was inspired to share their letter with his friends, and now I with you as an example of true brand loyalty on both sides of the relationship.
“After analyzing the Corningware ™ electrical percolator and parts sent to our agency it has been determined that a usable percolator cannot be assembled from them. We regret that you have lost the use of your favorite kitchen appliance due to the fall onto your stone kitchen hearth as you detailed to us. Our warrantee does not extend to the replacement of implements so damaged but we want you to know that the Customer Satisfaction Division strives to retain your loyalty and is committed to providing superior service beyond the terms of the warrantee wherever possible.
We were startled by the flawless condition of the Corningware ™ coffee pot that your household recently procured from old stock in obscure shop on Cape Cod to replace the broken one; so much so that we put it on display in our locked lobby showcase when we were not actively working on it. We verified via the serial number that this item was 26 years old although it appears to never have been used. While ostensibly identical to your old one it unfortunately lacked its’ proprietary power plug set.
Your previous coffee pot was determined to have been 38 years old. In 1975 our company switched from the larger sized power orifice your old unit had to a smaller and safer opening. Your older cord cannot be used with the newer coffee pot. Our company no longer stocks either cord. None of the other power cords from the vast assortment of obsolete Corningware ™ cords you sent along could be used either. In the process of fastidious disassembly by our experts in attempt to resolve the problem by switching handle sets and despite every precaution being taken we regret to inform you that the handle on the newer coffee pot was unfortunately destroyed. As you may understand this is always a risk when attempting repairs on vintage appliances. The Corningware ™ workshop has, however itemized and stored every remaining usable part from both of your percolators for your personal future use.
Rest assured that our every intention to recreate the delightful privilege of perfect personal percolation via the modern convenience of electrical power in your kitchen remains undiminished. Though our original product specifications are no longer available; due to our corporation’s unfortunate bankruptcy during the past decade we are actively seeking out a replacement Corningware ™ coffee pot to perform rejuvenation on for you. After substantial reverse engineering on your vintage unit our experts have gained new knowledge of their mode of construction and various permutations. We can confidently determine whether any Corningware ™ coffee pot located in the future which is not complete with its’ own cord is mechanically compatible with the archived cords.
As always, even though our original company has been re-organized and we no longer produce the legendary Corningware ™ cookware that you are familiar with we continue to stand behind our products with a lifetime guarantee. We were impressed to learn that your family was one of our original customers, purchasing one of our earliest teapots in the mid 1950s, and that the teapot is still in use. This legendary product longevity of over half a century makes us proud, and may also help you, the consumer to comprehend why we went bankrupt.
We extend our apologies for the delay as we search for a suitable replacement. Please accept our gifts of the designer glass coffee press, the modern digitally controlled plastic electric drip method machine, the individual plastic cone filter for your favorite Corelle ™ mug and the familiar looking Cornflower Blue ™ pattern Corningware ™ stove top percolator, all of which we have provided for your service in the interim. Your patience and cooperation is most appreciated. We will strive towards the goal of satisfying you, our customer, until we succeed.”
Sincerely,
The Corning Corporation Customer Satisfaction Division
Now that’s some customer service!
Filed under: faith(less), society
Posted by: Molly | 4:34 am |
January 20th, 2006 at 4:59 am
Wow!
That’s is some service. I’ve read enough posts and articles recently slamming customer service by organisations. It’s really nice to see the other end of the scale.
January 20th, 2006 at 5:00 am
That is a great story………wouldnt it be great if all organizations were like this.
January 20th, 2006 at 5:12 am
That really made me smile. And made me search eBay for such a percolator - if only I drank coffee!
January 20th, 2006 at 5:20 am
“privilege of perfect personal percolation”
Customer service with a poetic flourish!
January 20th, 2006 at 5:23 am
James - makes me wonder just who wrote this. It’s clearly not a form letter, too much specific detail. But it does have some odd turns of phrase throughout. I do love the alliteration though!
January 20th, 2006 at 5:38 am
This is what happens when somebody loves their job.
January 20th, 2006 at 7:12 am
What a smile-jerker!
Molly, I notice you’ve aptly filed it under ‘faith’ - I got to the end of the letter and I was wishing more businesses carried themselves with such care, attention to detail, and honesty. Its funny how just one example can pep that feeling of hope.
Relating it back to myself, I realise this letter was possible for two reasons - and not just the integrity of the business in question. The second factor was the customer, your brother. How many of us deal with clients as passionate about the products and/or services we provide? At a rough guess, I’d say about half of my clients would share a fraction of my enthusiasm for their own projects.
January 20th, 2006 at 7:37 am
[…] A letter sent from Corningware to a customer. Amazing! […]
January 20th, 2006 at 7:48 am
Definite brand and customer loyalty at its best! It also speaks to the frequent joy of dealing with companies that have been around for decades; they seem, at least to me, on average, more inclined to display customer appreciation and loyalty than those companies that are newer.
January 20th, 2006 at 7:58 am
Andy - oh yeah you got that right. I would ‘bulletproof’ my web projects for a couple of my most-favorite clients (cross platform, browsers, screen resolution checks).
No i don’t go to that extreme for all of my clients.
It’s amazing how much productivity and love a happy employee can offer at times.
January 20th, 2006 at 8:14 am
That’s really impressive. Thanks for sharing Molly.
January 20th, 2006 at 8:35 am
Am I the only one who’s touched or what?
I’m absolutely impressed with such customer service, as opposed to the usual templated replies some organisations always give.
Thanks for sharing and letting me know that great customer service still exists, Molly.
January 20th, 2006 at 9:46 am
A reminder of when “things” mattered, were “invested” in and “expected” to “last”. Your brother is a modern day troubadour for an abandoned value system. I wonder just exactly when we decided that cheap was better.
January 20th, 2006 at 10:45 am
“While ostensibly identical to your old one it unfortunately lacked its’ proprietary power plug set.”
And this is why you want standards!!
Amazing story, Molly. It is so nice to see some companies still value their customers.
January 20th, 2006 at 11:01 am
… I am impressed. Molly, some time ago you were writing about the Utopia, so this is my utopia without any doubt. I dont see any company around trying to do a good job, only the companies making (or trying) “good” money. Thanks for the story, it made me remember some good things. =O)
January 20th, 2006 at 11:31 am
That is so wonderfully amazing. Knowing how much you blog, Molly, if you’re ever my customer, I will make sure to send you a wonderful customer service letter, too. (And so would any other smart businessperson.)
As my brother likes to restore old things, too, I will pass this along.
January 20th, 2006 at 11:57 am
My gosh!
… a pass it forward, albeit not the usual sort, if ever there were one …
January 20th, 2006 at 1:25 pm
That’s a brilliant story. It’s such a shame that service like this has almost become a thing of the past.
January 20th, 2006 at 1:45 pm
if i had a “larger sized power orifice”, heck…i wouldn’t switch to a safer one…
January 20th, 2006 at 5:20 pm
“Rest assured that our every intention to recreate the delightful privilege of perfect personal percolation via the modern convenience of electrical power in your kitchen remains undiminished.”
Whoever wrote this was having WAY too much fun!
I’ll bet this person writes for Woot! also! =^D
January 21st, 2006 at 3:04 am
C.L. Everett - when did we settle for cheap? WE didn’t. The clue is right there in the letter:
“This legendary product longevity of over half a century makes us proud, and may also help you, the consumer to comprehend why we went bankrupt.”
That aside this is so amazing that (and yes I know it’s real) I did wonder about it’s legitimacy. Far too good to be true surely. I think I’ll copy this and send it to every customer service department I’ve ever had the displeasure of contacting!
January 21st, 2006 at 2:01 pm
My favorite part:
So…..they really don’t make ‘em like they used to!
January 21st, 2006 at 7:20 pm
Ok, I feel strangely compelled to point out that they wrote “warrantee” instead of “warranty.” Does that make me a jerk?
January 22nd, 2006 at 5:52 am
Oh, wow! I am so moved and impressed! Your brother sounds fascinating, and the Corning Corporation has raised itself to a new level of respect and client care!! I am someone who always feels it is as important to praise a job well done as it is to spread the word of bad service/treatment. I will be sharing this story of the Corning Corp with my friends and family.
Thanks for sharing this with us!
P.S. Tony - that doesn’t make you a jerk, it just shows that you pay attention to details. By the way, “warrantee” would be the British way of spelling the word.
January 23rd, 2006 at 2:40 am
Warrantee is a word in British English, but it would not be used in this context. A warrantee is someone who has the benefit of a warranty.
January 23rd, 2006 at 7:13 pm
Great letter. I can attest to the quality of the Corningware coffeepots. I have an old Corningware coffee pot I got from my grandma when I got married. It was old then. I’ve been married 20 years. It looks like it might be from the 60s. It still works!
January 23rd, 2006 at 11:21 pm
[…] molly.com » Now This is Customer Service Corningware goes beyond the call of duty to keep customers happy. (tags: cluetrain business branding user-experience management public-relations) […]
January 25th, 2006 at 1:47 pm
Amazing. Though I still winced at every apostrophic abuse.
January 26th, 2006 at 9:53 am
[…] As Molly says, “Now that’s some customer service!” Read the rest of the story, if it wasn’t coming from Molly, would truly be hard to believe. […]
January 28th, 2006 at 7:38 am
We had the same last name
January 31st, 2006 at 7:29 pm
[…] Hot on the heels of the instance of fine customer serive provided to Molly’s brother, my friend received this message from CD Baby after her online purchase. Marg - […]
February 22nd, 2006 at 5:40 pm
With all of the interest now in retro items I wish that Corning would again
produce their coffee pot. I still have one that I use and love. It makes the
best coffee.
March 9th, 2006 at 4:58 pm
Check Ebay for coffe pot parts under Corning Ware
March 21st, 2006 at 8:12 am
Great story…hard to tell if they were being sarcastic or not as they were writing it.
http://www.angryman.ca has a great collection of customer service success stories. The front page may be slightly offensive to some (logo), but the content of the site is not.
May 12th, 2006 at 1:56 pm
They will not struggle much in the future with customer service like that!
May 13th, 2006 at 7:50 am
We have loved our corning ware electric coffee pot, stove top perculator, and I have a teapot that has a silix like top that was an anniversary gift about 40 years ago. Also a smaller teapot. Then I started “collecting” coffee pots, gave some to family members and still must have a dozen on the shelf in storage. Yesterday our daughter E-mailed, “Mom, I’ve got a friend searching for a cornflower coffeepot, do you have one?” So looks like another pot will hit the road, headed for a new home. Then let’s take pie plates. I did have 3, loved them as they can go from freezer to oven. Dropped one, broke it. Then an old chum from Seattle went searching for more, and got me 5! Love my corningware!!
May 20th, 2006 at 2:00 pm
http://www.cpsc.gov/cpscpub/prerel/prhtml79/79046.html
I guess customer service forgot to tell you about that…. Serious danger of burn from separation of the parts when overheated.
Just thought you would want to read the official US Consumer Protection website entry.
Best wishes….
May 24th, 2006 at 4:19 am
do you have any corning electric cords ???
May 30th, 2006 at 6:12 am
I have a CORNINGWARE 10 CUP ELETRIC COFFEE MAKER FROM 1969. IT WORKS PERFECTLY.I GOT IT AT A FLEA MARKET IN ROGERS,OHIO FOR $10.0O. IT REPLACED A 1998 KRUPPS DRIP MAKER THAT NEVER REALLY MADE A DECENT TASTING CUP OF COFFEE. THIS 37 YEAR OLD COFFEE POT MAKES A PERFECT CUP EVERY TIME. AS FOR THE US COMSUMER PRODUCT WARNING. I FEEL THAT AT THIS POINT,I DO NOT HAVE THE ONES WITH THE DEFECTIVE EPOXY THAT MAKES THE HANDLES FALL OFF.BESIDES I BALANCE ONE CORNER ON THE COUNTER SO,IF THE HAND DOES FAIL IT WILL NOT CAUSE TO MUCH DAMAGE.
ERIC BONK
CANTON,OHIO
June 17th, 2006 at 2:59 pm
I have a set of Corning counter savers but haven’t use them for over 10 years bec. most of the feet are gone, and were instructed not to use them if the feet are missing. I really loved them and didn’t have the heart to get rid of them. I was cleaning the cabinet where they were stored and thought to browse the web how am I able to find the feet. Can you help? I live in Hawaii on Kauai and have searched every hardware store here for feet comparable to what it has and no luck. Any suggestions???
July 7th, 2006 at 9:20 am
Molly - Thanks for the great story. I got to your site because I searched for “Corningware Electric Coffee Pots”. The reason - I’m searching for one myself, to supplement the one I already have.
My wife Karen and I just celebrated our 40th wedding anniversary. A favorite wedding gift we got was a 6-cup Corningware pot, just like the one described in your letter. It has made hundreds of gallons of coffee for me as I went through college, used it daily to now, and still today makes one pot a day faithfully. It has the ‘large power plug’ referenced, and still works as reliably as it did when it brewed the first pot. At age 66, I still drink lots of coffee, but my favorite comes from the lil Corningware pot.
My deceased father in law worked for Corning in Charleroi, Pa., and it was through him that we got the pot way back when.
Thanks again for sharing. Rabon Johnson
October 11th, 2006 at 6:32 pm
my husband is looking for a eletric coffee pot this one would right up his alley.if possable i would appreciate leting me know ware i could get one for him. THANK YOU VERY MUCH .
October 20th, 2006 at 4:14 am
I am having a tough time finding a toll-free phone# for Corning to replace my cracked visionware pot (happened yesterday). I have had it since the 70’s and still use a lot. I still have to whole set (yes, I also have updated pots and pans as well) and I still like them for certain things. Corning replaced another pot a few years ago after sending a photo in of the cracked one. I’m sure they would still show the good faith. Thanks for yr help.
November 5th, 2006 at 2:46 am
i want to know now who sent me a bad e’mail?
November 26th, 2006 at 9:49 pm
[…] Now This is Customer Service. Would that other companys had half the customer-focus as Corningware. […]
December 3rd, 2006 at 3:16 am
i am looking for the corning ware white and whith blue electric coffee pot ….my sister n law lost hers during the huricane in ms and new orleans….she used it every day and im trying to find her another one for christmas. can you help me find a new/old one to buy for her for a surprise. she swears no other coffee pot makes a cup of coffee like that one did. thank you…nancykaye brown
December 24th, 2006 at 8:21 pm
I have a Corningware Slow Cooker model SC5044. I need the plastic knob for
the power and heat control. None of the store in the area carry such and item.
I will be glad to pay for such a knob.
Michio Miyamoto
orning
December 31st, 2006 at 2:29 pm
I have six corning coffee pots and unfortunately only one cord–anyone that wants to sell cord, please let me know. You will never find a better coffee pot!
Thanks
February 23rd, 2007 at 3:42 am
[…] Now This is Customer Service. Would that other companys had half the customer-focus as Corningware. posted by John at 11:21 am […]
April 11th, 2007 at 4:09 pm
I have a Corningware Slow Cooker Model SCO-150. I am looking for a control knob.
Thanks
Herb
April 20th, 2007 at 1:34 am
[…] Continue reading… […]
April 26th, 2007 at 3:23 pm
I’m looking for an extension cord and plug for my 10 cup coffee pot No. E1210-8. The ones I find in the hardware store are either too big or too small. Also I am looking for an insert for the lid for my 6 cup stove top percolator No. P-146. I can’t find a glass insert or even a whole lid would be good. I have the two pots but unfortunately can’t use either one. Does Corning have old lids? Any one out there know where I could find one. We have an old fashioned hardware/post office/clothing - actually good old fashioned general store but no luck there either. Thanks.
May 27th, 2007 at 12:51 am
I AM LOOKING FOR A SIX QUART CORNINGWARE BAKING OR COOKING PAN OR POT. I KNOW THEY USED TO MAKE THEM BUT I CAN’T FIND THEM ANYWHERE. THIS IS IMPORTANT AS IT IS NEEDED IN A R&D LABRATORY WORKING ON LEAD FREE METTLES FOR ELETRONICS. WE NEED A CORNING WARE POT THAT WILL HOLD AT LEAST SIX QUARTS.
THANKS. RICK
June 20th, 2007 at 6:45 am
Any wonder they went bankrupt? Prpoducts that last forever and people that write bespoke letters that must take hours all cost money.
The reason we dont get this kind of service any more is that people only look at the price in the shops - nobody wants to pay that little bit extra for good after sales service because they hope their product wont fail and that they wont have to contact customer service. You may protest but before you buy the products do you really investigate the after sales service offered and would you really pay a premium for it, especially if the failure rate was so low you probably wouldn’t use it.
July 3rd, 2007 at 11:29 am
Dear Molly I need to know where to get the electrical cord/Plug for my 10 cup corningware coffeemaker,can you help? thank you for any info,Please!
September 9th, 2007 at 12:11 pm
I too am seeking a cord for my 10-cup corning e-1210. I’ll check back and see. please mail me if you have time.
thanks
September 15th, 2007 at 5:54 pm
I have a 9 cup Corning Ware Drip perculator which is in great condition but the stem of the pot broke and I need another to be able to use the pot again. I have tried many different places to locate a stem for this pot. Can you help? To me there is nothing that compares to perked “hot” coffee. Thanks.
October 15th, 2007 at 10:12 pm
Wow!, I got my 9 cup pot in mint condition never used for 3 bucks at a local garage sale , now only if i had directions
December 6th, 2007 at 12:09 pm
Hi:
I have a like new 10 cup Corning automatic percolater that I love.
It makes the best cup of coffee I have ever tasted. Recently I went on Ebay and purchased the parts of the percolater (coffee pot cannot be found as it was recalled around 1976) just in case mine quits working. If fact I am bidding on a second set of parts. Have you tried looking on Ebay for your parts? I also have a regular 10 cup coffee maker that looks like new that you use on the stove. I have just bid on a dripalater Corning coffee pot on ebay. I am a big Corning fan. I love their vintage pyrex bowls and collect them whenever I can.
Merry Christmas and God bless everyone including Corning.
Naomi1101@aol.com
December 11th, 2007 at 1:39 am
Wow! I just bought a beautiful automatic 10 cup percolator - all parts present except the cord. I thought it would be an easy find; now I must wonder if I have purchased a useless item. I am a big CorningWare fan. My Mom had the cornflower set. The teapot is still in use.
December 15th, 2007 at 11:17 am
I just found your website by accident while searching for information on corningware coffee makers. I was glad to read that a company still cares about it’s customers. I just bought a 10 cup corningware (small plug) for TWO DOLLARS. It is in almost new condition and makes great coffee. I am a little concerned about the recall. But that was in 1976 and after all these years i really shouldn’t worry to much. After all even new applianes can fail. Thank you for your letter.
March 11th, 2008 at 5:25 am
we are the leading interior designers uk
March 17th, 2008 at 7:39 pm
I had to recently replace the element in my 10 Cup Coffee Pot. I found it on E-bay. I was the high Bid.$29.95. What a bargin. Considering a New one at Bed,Bath and Beyond was $75.00 and was not from CorningWare. It Looked Cheaply Made too. Also said new in Mexico. Sorry,I’ll pay for go old wellmade American Products be they Old or New. Our People need jobs too.
April 2nd, 2008 at 2:40 am
Hello, I still use mine (well, was my mom’s). I would love to get another 10 cup coffee pot, by corning) I found replacement parts on ebay(no coffee pot)
May 1st, 2008 at 7:10 am
Can any one HELP me get a Corningware electric coffee pot
would be in your debt forever have run the gammit re the New Stuff have already been hassled with the garbage from “china ” we had 2 recalls plus near miss on another 2nd recall.
Anyone HELP
JANDB.
July 10th, 2008 at 8:18 am
I have a Corningware percolator from the late 1960s. I have not used it for years but I believe that I have all parts including cord and trivet??. It was part of the recall but I did not send it back. Would be willing to sell. Make me an offer (not looking to get rich. I saw one on an antique site for $80.00)
July 13th, 2008 at 7:54 am
Does anyone know if there has been a recall on the Corningware crockpot SCO-150?
August 5th, 2008 at 5:38 am
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