Customer Care Above and Beyond the Call of Duty

Luxfragrance manufactures and supplies (through a distribution network) a range of fragrance products for motor vehicles. In early December I purchased a vial of liquid car fragrance from the local carwash and hung it from my rearview mirror. It smelled wonderful, but unfortunately, in the sweltering heat we were experiencing at the time, a drop of the liquid dripped onto the silver frame around the media screen on my vehicle dashboard. The silver rubberised cover bonded to the frame had a reaction to the liquid and the area that had been dripped on shriveled up. I sent an email to the Info address of the company, expecting to be ignored since there is a warning on the packaging that the product must be handled with care as it is alcohol based and may react with certain elements. Instead of ignoring me, and before I even received the return email from Luxfragrance, I received a call from Rodrigo, the owner of the company. Rodrigo expresses his sincere apologies and immediately began to make arrangements to have the component repaired. He personally drove out from Bedforview, where he is based, to Centurion where I live. He carefully removed the damaged component, and took it to be repaired. Later the same day, he returned and reinstalled the component, perfectly restored. I can not remember ever receiving such fantastic service and care from a man or business in my life. In a surprising additional move, during the December break, Rod and his team redesigned the bottle holding the liquid so that it can now be clipped onto the vehicle air vent and does not need to be suspended from the rearview mirror above potentially sensitive components. Luxfragrance is a company of integrity and quality, their products really work and smell incredible. I will never use any other. Thank you to Rod and Luxfragrance for restoring my faith in humanity and my car. God bless you.