Captain Science received an original Hexbug from his Aunt Deva for his birthday. He has really been wanting one and was pleased as punch to get it. You can imagine my horror when Babypie sneaked into his room (while I was in the bathroom) and popped off half of its little legs. She didn’t cause any structural damage, but the metal pin responsible for holding the legs on disappeared into the carpet (or her mouth, who knows?).
I emailed the company that night, asking if we could get a replacement pin. The next morning, I received an email from a Mr. Ford telling me that he was getting approval to send us a pin. A short period of time later, he emailed me back, letting me know the replacement had been shipped. A notification from UPS arrived within 30 minutes after that.
Today, just two days after speaking with Mr. Ford, a box arrived from Innovation First via UPS. It did not contain a replacement pin. Instead, it contained this:
A replacement bug, a set of replacement batteries for the bug, and two Hexbug stickers! I am more than surprised — I am overwhelmed and flabbergasted. It might seem like a relatively small thing (the bugs aren’t very expensive), but for a business to go so far beyond the call of customer service in this day and age of customer non-service was such a pleasant shock. I was willing to pay for a replacement pin. I was grateful to be sent a replacement pin for free. I never expected a business to not only replace our broken item completely for free, but send us additional pieces as well.
If you’re still looking for a gift for your 8+ year old this holiday season, I cannot recommend Hexbugs strongly enough. Not only are these toys SUPER COOL for any kid who likes bugs, robots, or both, but this is a company that stands by its products and then some. We should reward good businesses. I plan to get more Hexbugs (Tank has been asking for a “robot crab” and they make one!) and I’ll continue to recommend them to others.
Innovation First also makes the VEX Robotics system for those of you with teens or adults who are into robotics. They make classroom bundles of VEX robotics systems and sell robotics curricula if you’re thinking of starting a homeschool robotics club, team, or class. The Autodesk VEX Robotics Curriculum is included for free if you buy 4 or 8 pack classroom robotics bundles. I am seriously considering getting this for Captain Science in a few years!
I believe in supporting good businesses that provide excellent service and great products. I think Hexbugs/Innovation First has demonstrated it provides both of these. We <3 Hexbugs! Thank you for lifting our spirits today and showing us that some companies remember that people are the driving force behind any business.