So far, I have not seen drastic consequences for my earlier mistake. So far. My narrow end of my scarf does have a funny sort of curve to it, but I’m hoping that disappears in the three-dimensional world of it draped around my neck and shoulders rather than the two-dimensional world of laying it out on my dining room table.
Today, though, I want to tell you about a mishap of another kind. The kind with an unexpectedly pleasant outcome.
Last week I had the chance for some train traveling, and was delighted at the opportunity to get some serious knitting done. I boarded my train and happily settled into knitting time, only to discover that one of my Harmony circ needles had begun to split. The crack was in such a way that it snagged the yarn repeatedly. You know my panic--I had only brought one knitting project, and now all that traveling time was in jeopardy. Travel? A lot without knitting? The horror!
I did what any knitting addict would do. I kept going. I ducked into a pharmacy and bought a nail file and some clear nail polish, hoping to “MacGyver” a temporary repair. I love these circs; they are my go-to needles. I nudged and twisted and tugged and wrangled my way through the day, tormented by the thought of how much I hated the only other pair of #8 circs in my possession.
While I sat enjoying gorgeous weather on a park bench at the end of the day, I pulled out my iPhone, found the customer service number for KnitPicks, and inquired about a solution.
“You most definitely can return the needles to the store where you bought them,” the representative said. I loved that she understood the panic in my voice.
“Actually, I bought them at a STITCHES market where there are a gazillion stores. A year ago. I couldn’t begin to tell you which store I bought them from.” I was willing to purchase a replacement, because I really do love these needles.
After checking my account, she put me on hold for a second, then came back to the line. “We’ll replace them for you at no charge. Just let me confirm your address.”
When’s the last time you had a company stand by their product like that? I hope KnitPicks knows they’ve earned a life-long customer with that act of knitting mercy.
It was just one set of needles. Only it wasn’t. It was integrity, and integrity is rare enough these days that I stick with companies that show it.
1 comment:
Knit Picks won me as a customer for life almost the same way. I have a set of their nickel interchangeable needles and my size 8 tips wouldn't screw on the cord. I called them, they sent me another set within two days free of charge. Great customer service, indeed!
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