Exceptional level of service

Often we are quick to criticize and slow to praise. I think that is something in terms of human nature. So allow me to praise a footwear supplier for a quick response to a problem that I highlighted to them directly. Hi-Tec have been a favourite brand for me for many years. I started wearing their PCT boots many years ago and they are reliable and comfortable. Having to go on a trip overseas and knowing that I will be spending more time on my feet, I decided to go and get a pair of shoes, and my thoughts were Hi-Tec as I consider them to be a trusted brand. I bought a pair at a shoe outlet in Rosebank and shortly thereafter departed on my trip. My reason for not taking my trusty boots is the continual issue of removing them for security checks at airports. About 2 days into the trip I started to develop pain along the base of my foot, quite considerable discomfort. I dealt with it by packing the underside of my shoes with additional socks to relieve the specific area where it occurs. Upon our return, I went to see a specialist who took one look at the shoes and indicated that the problem started there. I contacted Hi-Tec and informed them of this opinion indicating that I found it disappointing in terms of my expectation of reliability. I told them this via email. Within the hour, I had the Hi-Tec people on the phone and I sent them pictures of the shoes. I was contacted by their local representative later that day (They are in the Western Cape, I am in Johannesburg) and he asked if he could bring some replacement shoes for me to try on. He enquired about my colour preference. The next morning he was at my house with three pairs for me to try. And I selected one of them which felt great. When the specialist saw the replacements, he indicated that they were exceptionally well made. I think the true measure of a company exists not only in their ability to make a superior product, but also their ability to react when things go awry. And in this instance, they dealt with my issue in just over 24 hours. So I can only say that their service went above and beyond what was expected.