I ordered two light-blocking cellular shades with top-down-bottom-up cord lifts for rather tall windows. One of the topdown functions did not work properly, depending on how low the bottom was dropped. When I emailed customer service, I got an almost immediate response asking for video of the problem. Within a couple of days after that, I got a phone call saying that the shade would be replaced with a higher quality continuous cord at no charge -- AND they were replacing the second shade too, so the two would match. I was blown over by the lengths to which the service agent Patrick went to make sure we were happy with our product. All I asked for was either advice on getting the shade to work or a replacement. I didn't ask for an upgrade or a matching shade -- it was all offered to me proactively. That's what I call great service!
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