Why I Am a Maui Jim Sunglasses Customer for Life

in Customer Service

Do you have anyone you buy from, or anything you buy, about which you say you will buy it forever?

Do you have any customers who are so over-the-top thrilled with you that they will buy from you forever?

I had an experience that made me a “customer for life” of Maui Jim sunglasses.

First, one thing about me: I’m hell on sunglasses. I lose them and break them as if they were single-use paper towels. That’s why I usually don’t get too extravagant when buying them.

One pair I had for years I purchased on the beach in Maui. They were about $300 as I recall, and I did manage to not lose them (how, I don’t know) or break them for about 15 years. Finally, I decided to get another pair this summer.

Well, my luck with these wasn’t as good, and I shattered a lense. Sat on them in the golf cart. There might have been beers involved too.

So I threw them in a drawer, looking at them every so often, just shaking my head. Then I remembered something; I recalled someone telling me about Maui Jim’s unbelieveable customer service policy. Sure enough, I researched it, and found out that they will fix your sunglasses and return them for a simple $8.95 shipping fee. But, it did not cover lenses. However, they would replace lenses for some crazy-low amount like $30 per lense.

I downloaded the form from their site,and  shipped off the glasses with my authorization to charge my card for the repairs.

A couple of weeks later, a box with my repaired glasses arrive. Along with a receipt for, get this, $8.95. They did NOT charge for the lense replacement, just for the shipping! I also received a letter from Lynn Campen, Vice President of Customer Care-Peoria Division thanking me for being a customer, and the name and number of the repair technician who worked on my glasses.

Now we’re not talking about a huge amount here. But the impact is enormous! I am a Maui Jim customer for life. In fact, since then, I have already purchased another pair.

Here’s the question for you: what do you or your company do that would cause a customer to have a similar feeling and experience? Please do post your comments.

Also, if you have a similar experience to mine that has earned your “customer for life” loyalty, let us know that as well.

Screen Shot 2016-07-19 at 10.58.38 AM
UPDATE
: I don’t know why, but I’ve gotten lots of questions about the Maui Jim’s that I wear.

I have several pairs.

Right now my favorite is this one.
The Baby Beach.

 

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{ 12 comments… read them below or add one }

Travis January 22, 2009 at 1:47 pm

Discount Tire has earned my business forever. Period.

Almost 6 years ago, my wife and I had twins. We were woefully unprepared for two new children as I had a 2 door compact car and my wife had a small 4 door compact car.

Just after the twins were born my car needed new tires. My work and school schedule required that my wife take my car in for new tires. After pulling up to the local Discount Tire, it began to rain. She started to pull our twins from the back seat of my two door car when a Discount Tire employee came out of the store with an umbrella, and helped my wife bring our new children into the store and out of the weather.

My wife was extremely grateful and was completely amazed that the employee even noticed that someone needed some help in their parking lot.

Their level of service, combined with their competitive pricing has made me a customer for life.

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Art Sobczak January 23, 2009 at 7:29 am

Great example Travis, thanks. Let’s see, six years…I bet you have purchased more than a few more tires in that time. Little things do mean a lot.

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Kenrick July 7, 2009 at 11:44 pm

After seeing so many great customer experience about Maui Jim. Today I went to MJ store in Maui to repair my favorite pair of sun glasses. I always skeptical whether I should do it or not because besides the bridge was broken, the lens also had some cracks around the screw area. I don’t have my original receipt and I probably got mine at least couple years ago. I thought I need to pay big bucks for the repair and have to wait couple weeks to get it back. End up, all I need is to fill up a simple form about my name and address, wait less than 20 minutes. No question ask, didn’t have to pay a penny and got a pair of totally new sun glasses, plus a brand new case. I know the cost for Maui Jim to give a new pair is small but on a customer point of view, it is very big. Now a days, it is hard to find a company stands behind their product and put customer satisfaction as their priority. I have to spread this positive experience out and the next pair of sun glasses for myself, my family and friends. Look no further, MJ it is…

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Margaret Stoner July 16, 2011 at 11:20 am

I’ve had my Maui Jims since 2002 and had them repaired once when the temple/arm broke. I recall Sunglasses Hut rep telling me to keep my receipt because Maui Jim has a great warranty and repair policy. I sent them in 2004 with my $10 check and they returned them fix within the next 10 days.

Fast forward to summer of 2011…I was gardening in my yard and set my glasses down or dropped them somewhere. I looked everywhere for 3 weeks and was sick about losing my fav sunglasses. Then one day I was crossing into my neighbors yard and see my Maui Jims on the ground, a little dirty and missing the left temple/arm. They must have been hit by the weed wacker by my neighbor who didn’t notice.

I cleaned them up and amazingly the lenses and frame was still in great shape. So I emailed MJ and told them my story. Next morning I got a very thoughtful email saying that model MJ Rose 158-10 was discontinued but I should send them in and they will see what they can do.

Mailed them out today 071611 and I will follow up when I hear back. I’ve been impressed with MJs product and customer service and will buy another pair if they can’t fix these.

Fingers crossed! 🙂

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Margaret July 28, 2011 at 10:34 am

Follow Up:

I had my MJ’s since 2002, absolutely loved these glasses and paid almost $170 back in 2002. I lost them in the yard and then found them 3 weeks later with a missing temple but still in good shape after being hit with a weed wacker. I emailed and asked if they could at least look at them and let me know my options. Got an email back immediately, telling me to send them in and a technician will call to give me options. I sent glasses, case, receipt and the $10 process fee with high hopes. They called me with-in 7 days and told me them didn’t have that part anymore but are able to re-frame the good lenses in a black style. All for just the $10 fee. I love Maui Jims and will forever.

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Sunglasses October 19, 2009 at 3:13 pm

I have to agree with Travis about Discount Tire. I love their free lifetime repair of their tires. My husband had purchased tires with them for a car he used to own, and when he got a new vehicle, even though those tires were from the dealership, they still repaired the new tires for free on four different occasions. All because he had been a loyal customer in the past. And it paid off for them, because when my vehicle was ready for new tires, I bought from them.

It goes to show that you may not get new business from the customer you treat well, but their referral could go a long way to bringing you new clients.

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User June 27, 2012 at 4:49 pm

I can also vouch for Discount tires. Brought my car in for tire rotation, they did it for free. I’ve never been a customer with them before. But since then, i’ve purchased a set of tires and about to buy another set in a few weeks for the same car they rotated tires on.

I also have 2 pairs of Maui, one of them is recent, like 1 year old but the lens is slightly scratched in the middle which is irritating. I’m debating if I should send it in for lenses replacement.

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Sharon October 8, 2012 at 9:20 am

Had just got a new pair of Maui Jims and a new puppy at about the same time–you guessed it, the pup got a hold of my Maui Jims I’d left sitting on my desk! She chewed the ear piece and lens on one side! I called MJ and they said to send them in and they’d see what they could do. Well they fixed my sunglasses for the $10 fee and included an extra pair of them (Makaha)–then threw in a couple of dog biscuits to boot! When I opened that package from MJ I was smiling for the rest of the day and have shared the story many times over the years–fan for life–they are one smart company. I will say however that when I visited their corporate offices in Lahaina this summer (2012) the two gals up front were very lackluster (a little “too cool” in more ways than one)–I was a bit disappointed after all the great vibes I’ve had since receiving my repaired glasses a couple of years ago. Just goes to show how important it is to have the right employees up front as the face of your business. Definitely a missed opportunity to sell another pair of glasses and keep the good vibes alive.

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Ben July 18, 2014 at 6:33 pm

A friend forgot the first pair of Maui Jim’s I ever owned. He left them at my house, and by the time I found them, he had purchased another pair. Lucky me, my friend told me to keep them. My job has me driving 3,000 miles/month and after wearing them daily, I completely understood the appeal. Was at a wedding reception and had them in my shirt pocket. While dancing with the bride, I accidently dropped them and crunched the temple clean off. Had to go out of town a few days later for work and purchased a new pair in the airport as I couldn’t imagine being in Houston without my Maui Jims. The broken pair sat in a drawer for a year as I was not immedietly concerned due to having a working pair. 1 year and 1 month later, while putting my glasses on, the right lens separated from the bridge. As I was reattaching the lens to the bridge, I noticed that both lenses had small cracks from the bridge to the top of the lens. Called Maui Jim and told them the situation and then mentioned the original pair. Was told to go to the website and fill out the paperwork, including the payment method for the processing fee of 10.00, and send both pairs in just making a note regarding the second pair. 3 days later, they emailed me twice saying that both glasses had been repaired and shipped, with only one 10.00 charge. They replaced both of the lenses with the cracks, and both temples. On the other pair that had been in a drawer, they replaced both temples as well without any additional charge. So, 10.00, no questions asked, and 2 pairs of glasses repaired. MJ customer for life!

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Ariana LaCoste October 13, 2016 at 5:10 pm

We paid $300+ for a pair of Maui Jim Sunglasses and a few years later the lense broke. We contacted Maui Jim and it’s $75 to replace the lenses. Not only that, but they are saying it’s an additional $65 to fix the frame, which we didn’t even think was broken. So besides shipping priority mail with delivery confirmation, they are charging us $130 to fix them. When we bought the sunglasses, we were told it had a lifetime warranty….yeah not so much. I feel ripped off and disappointed. Not sure how others got their sunglasses fixed for close nothing….if anyone has info how not to pay $130 to get our $300 sunglasses that supposedly had a lifetime warranty, I would be very grateful to hear it.

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Nelson Fontana November 1, 2016 at 5:12 pm

Just send them in and they will more than likely repair them for free!

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Dale January 27, 2017 at 8:10 am

This company is fantastic. I sent out glasses on Monday for repair. I received an email on Wednesday that they received the glasses and they would be returned within 7-10 business days. It is now Friday and they were delivered. Less than 1 week later. Definitely a customer for life. Fantastic service.

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