A lesson re-learnt today.
All my friends know that I walk with two Leki walking sticks. Pride in their use was swallowed a long time ago, so nowadays they are not a problem; as with them I have my mobility back. Anyhow one of them sustained a stress fracture the other week; so being under warranty I contacted Leki to have a repair or an exchange on the offending stick.
Well the first contact was with Leki by e mail. The reply was rather negative asking for photographic evidence of the fracture; this was supplied. A reply some time later was very unhelpful, obviously designed to put of warranty claimants. They now requested the actual stick to be posted to them; not impossible, but in reality a walking stick is a tricky thing to wrap and post. So I thought, blow this for a lark and went to Cotswold, Guildford, who supplied the stick and explained the situation in a correct and factual manner. A chap behind the till called Timothy was super. He tried to repair the stick, no luck. Called in extra staff, they took it apart, then cannibalized another stick and gave me a good as new, old stick back.
The moral is, Talk calmly and politely, forget the e-mail stuff, rather use the old fashioned face to face approach, being rational and polite; this simply works wonders.
By the way Timothy, as we talked a little about travel art and what I do, here is a quick drawing (ink) of Mount Mossa (Moses) in Wadi Rum, Jordan. This was done during a fantastic day on a four wheeled drive land drover, during a short break from leaping from sand dune to sand dune in the car. Some days you just do not forget. This immediate area is where the film Laurence of Arabia was filmed.
So thank you Timothy and Cotswolds.