We bought a ceiling fan for our great room / main floor from Royal Lighting as we didn't want to support the American based big box stores of the world and wanted something a little nicer. We understood it would also cost a little more.
We had our GC who has done a lot of work for us instal it. There was an issue upon installation that the blades / rotor wouldn't turn. It just made his grinding sound when switched on. It seemed seized. Our GC assured us it wasn't his installation that was the issue, there must be something wrong with the fan.
So expecting the worst I called RL.
At first I was told by a sales associate I would need to take it down and bring it in. I said that wasn't happening as we just paid to have it installed. She put us on to Alex the store operations manager (I believe was his title). He took our information and on the same day / afternoon drove across rush hour clogged town to our home to have a look personally. The same day.
Upon arrival he quickly discovered upon taking it somewhat apart that our usually competent GC had left the shipping blocks in the fan which the instructions said to remove and that was preventing it from spinning. Alex was polite and gracious the whole time and even took a few minutes to do a little maintenance on another floor lamp from RL that had become wobbly over time since he was here.
To RL and in closing all I can say is you have an absolutely terrific team member in Alex that does your business proud and you have earned even more of our business in the future as it's money well spent.