Excellent customer service, and a history of lockmaking.

No sooner had I got the heating repaired, than the next thing broke, this time it was the locking mechanism on the front door of the house which failed on Monday.

Having dismantled it I could see that a piece of white metal had broken in the gear box and could not be fixed. The house is around 10 years old so the lock must be a similar age.

The only identifying mark to be found on the lock were the letters ‘ERA’ so I googled “ERA locks” on the internet and found this company in the West Midlands.

ERA Security

A quick browse through the site identified that this was the right company as they had pictures of locks just like mine. I called their sales line and spoke to a lady called Karen. I told her the problem, and she said she would send a replacement.
We went though the process of identifying the type of lock I would need and I asked how much it would cost. I can’t remember her exact words but she basically said “It shouldn’t have broken, I’ll send a replacement gearbox free of charge”. True to her word it arrived today and I can see from the stamp that it cost their company £2.23 in postage. I think a free replacement of a ten year old lock is an example of excellent customer service.

(I had noted that on their site they do give ten year guarantees on some of their products, but how often does one have to provide original receipts etc when claiming on this type of guarantee.)
Nothing like that in this case, just:- “I’ll put it in the post now, sir”. I called her back after an hour to confirm the measurements of the lock and Karen said “It's already in our post room, sir.” Karen – you’re a star!

I was also pleased to note that the company is still located in and manufacturing locks in Willenhall, quite near where I was born in Wolverhampton.

Willenhall, has been the heart of the British Lock industry for over 200 years with over 300 lock making companies in the town at one time. It was once known to locals as ‘Humpshire’ due to deformities caused to lockworkers by poor working conditions, the article at end of link below will tell you more. I lived quite near there as a boy and was aware that there were public houses in the town with seats modified for people with humped backs until as late as 1956.

Lockmaking in Willenhall.

The locksmiths house in above article is part of the Black Country Museum.

Rip Off Company of the Year

You may have seen earlier blogs regarding companies who I think are taking liberties and overcharging for goods and services.

It occurred to me that I should decide who is the worst culprit to get the title "Rip off of the year 2010". The short list consists of:

The Hopping Hare, Northampton - £5.45 for a glass of wine (which I have to fetch from the bar myself, I might add)

Exeter Airport for their revised short term parking charges - 11 minutes now costs £2.00 in the short stay.

Admiral Insurance, quoting £740 for a renewal when they can actually do it for £600 if you ask.

Cheltenham and Gloucester for offering a top up of my ISA paying 0.05% interest and neglecting to inform me they are offering ISAs to new customers at 2.5% and 3.5% .

And finally, sneaking in on December 31st, just before the VAT increase, is roadchef at Strensham services on the M5 in Worcestershire. They had the nerve to charge 80pence for a standard size Mars bar and 80p for a four finger kit kat (not even a chunky one).
I know they have to open 24 hours a day but the foot fall during the day is huge and most give them healthy profits at these prices. I now remember why I rarely buy anything at Motorway service areas. If I'd bought the items at Sainsburies where I got the petrol, I'd have got two of each for that price.

For that reason roadchef have won Bob's 2010 award "Rip off Company of the year" and little chance of further custom from me.

I must also try to cure the chocolate craving, or plan ahead by having some in the car.