Dualit, makers of shiny metallic kitchen stuff, came up trumps today.

Part of our espresso machine broke over the weekend, so I called the company helpline. As I fully expected, they had better things to do on a Saturday than waiting around for my call, but I did leave a message on their voice mail.

At 10:55 this morning I got a call, apologizing that they hadn’t got back to me before!

There were no questions about how long we’d had the machine, or what I was doing with it when the piece broke. Just another apology that they were waiting for the part, and a promise that they’d put one in the post just as soon as they were available. No charge.

That’s what I call customer service.

I’d certainly buy again from them – our Dualit toaster has been brilliant.

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