We often complain about bad customer service from many Asian companies but I feel that it is only fair to commend them when they do things right as well. Some of you may remember
this thread about the Array 3645A power supply. This supply was treated pretty roughly before I received it. It had a couple of blown power transistors and the ground binding post was snapped clean off.
I spent a while trying to find a matching replacement with no real luck. I decided that maybe Array could sell me one or tell me where to get a hold of a replacement. I sent an email to their contact on their webpage (see note below) explaining that I had acquired a power supply that was in rough shape and was looking for said binding post. Within literally
8 HOURS I had a reply from Scott Zhang, Sales Director T&M, stating that they would give me the requested part but explained that it wouldn't be economical to ship a binding post internationally and could I wait a bit for one of their local distributors to place an order and they would ship it with their order and have the distributor relay it on to me. While some may object to this request, to me this is a perfectably reasonable request, considering I was getting this for free and to be honest they didn't have to do a dang thing. There was no warranty involved or any other reason for them to do this. Several weeks pass and 2 weeks ago I get an email from Scott letting me know that one of their local distributors has placed an order and that the distributor would be receiving their order in about 2 weeks. On Friday (two weeks to the day) I received ANOTHER email from Scott letting me know who to contact in order to get the part shipped to me.
To be honest, most other companies wouldn't have given me the time of day. Not only did Array respond to my email (most wouldn't even bother responding to say no, let alone saying yes), they shipped the part to me at their cost. Lastly, the follow through by Scott was impressive and thorough. If shipping a small replacement binding post received this level of attention I'm sure all of his sales receive AT LEAST this level. I have had a hard time getting most American companies to demonstrate this. Scott deserves all of the kudos. Hopefully, Scott you get some orders because of this! He has no clue I am posting this (my email address isn't even the one I used on this forum).
Note on the email: Their site is a bit messed up, if you are on some of the product pages and click contact us at the top it gives an address of shirley@array.sh. This address is wrong, apparently shirley has been gone a while, the proper one goes to sales (on the main page click contact us). Scott said they check both but that they get a lot of spam on shirley.