Astounding service

We are so used to *********** business people, arrogant managers, head offices just ignoring client/customer complaints, that it has actually become the norm of business today. I bought a new lawn mower September 2020. Used it the first time only on 23 November 2020 as my garden services who had redone my whole garden contract expired on the 10th. From the word go the mower was very noisy and smoking. The smoking just got worse and oil consumption skyrocketed. I tried just after the long weekend in December to contact the head office but only to find out they were closed as well as all their branches until January 2021. Spoke to a person at head office on the 4th of January and you could hear that what I was telling him was a bit thick to swallow. The same happened when I spoke to our Nelspruit branch the Wednesday. I then made a video of the mower and what it does and posted it privately on my YouTube channel and included the link in my email to head office. Now for the shocking part. As it was Sunday afternoon when I send the email, I did not expect any feedback for at least a week or two. To my shock and astonishment the second email I received Monday morning was from Erick Bezuidenhout head office services manager who had viewed the video and already emailed Christo Oberholzer the Nelspruit branch manager with instructions to attend to my complaint. Arrangements was made and the mower taken to Nelspruit for strip and assessment to find the fault. Feedback from Christo the Friday was they cannot give answers as to exactly why or what happened that the mower motor started packing up but that a brand-new mower has been ordered to replace mine. Collection was arranged for the Thursday morning however due to courier issues the mower was not there when I arrived to collect. Once again Christo walked the extra mile and personally delivered the mower to me in Sabie on Friday afternoon after a PDS was done by his technicians the morning on it. The performance difference between the old and new mower from first start is mind blowing but the customer service from Eric and Christo exceeds that by light years. Erick Bezuidenhout between yourself and Christo Oberholzer have you restored my faith not only in RYOBI but to the fact that there might be more major companies who have people like yourselves and give proper customer service, instead of the lack of customer service from so many companies that clients experience. Once again THANK YOU Erick and Christo from RYOBI.