queerspace.com

unsolicited aerogrow recommendation, part two

i’ve previously sung the praises of aerogrow, an exceedingly well-run company. and now i have to again.

we bought a second aerogrow. it’s a hydroponic growing system — perfect for a new york apartment. we’re using one to grow tomatoes, and a second one to grow various types of basil. the tomato-laden aerogrow was working fine, but the l.e.d. readout was a bit wonky. it kept telling us to put in water, but it didn’t need it.

now i’m not such a helpless idiot that i can’t grow the tomatoes without the l.e.d. readout. or, more accurately, kirk isn’t, because they are kind of his baby anyway. but we like things to work properly, and we know how wonderful the company has been in the past.

so kirk sent an email, explaining what was happening and asking what to do.

aerogrow tried to call him with the answer. and when he didn’t pick up, they followed up with an immediate email, pinpointing the problem — a cracked water detector thingy inside the aerogrow. who knows how it got cracked? more importantly, they diagnosed the problem accurately with a minimum of information and no fuss whatsoever.

and what’s more, they are sending the replacement part at no charge. and they also supplied us with detailed instructions on how to work around the wonky l.e.d. in the meantime.

i deal with crappy customer service all the time. we all do. and never have i seen a company so responsive, and so proactively out in front of any possible problem. i’d buy a hundred of these things, if i could afford them.

once again, kudos to aerogrow. keep up the good work.