Greenroom136 - Awesome Bags, Even More Awesome Customer Service

So a month or so back, after taking a trip to PenangPac to peddle my filmmaking wares I arrived back in KL and found myself at One Utama with an odd craving for a Crumpler messenger bag to carry my laptop and other such items around with me. So I made my way up to the Mac store upstairs and started looking through the bags.

Next to the Crumplers, though, were a bunch of messenger bags that looked similar yet different, design and material wise, so I started checking them out. A beat later, a guy next to me asked me whether I liked them.

Those bags were by Greenroom136, and the person asking me about the bags was the creator, Mr Gordon Greenroom himself.

Turns out it was the first day his products were being stocked at the store. We had a little chat about his bags and exchanged business cards. A few moments later I left with a Bootstrap Original:

I have to admit, part of the reason I chose the bag was because it was locally made and I’d met the creator who seemed to be a really nice guy. The price difference wasn’t that big, only slightly cheaper than a Crumpler equivalent, but Gordon wasn’t kidding when he said this thing was sturdy: I took out all the contents of my backpack from my trip to Penang - a laptop, charger, video camera and a change of clothes - including the backpack itself.

The past few months since I bought it the Bootstrap has been my main laptop bag for meetings where I’ll usually pack a camera in there too and it’s very comfortable. The bags are handmade, built in Gordon’s house and they stress-test the hell out of them. All in all, a happy purchase indeedy.

But that’s not why I’m writing this post.

To be honest, I wouldn’t have written up a review of the bag at all and not because it didn’t warrant one but because it never crossed my mind. The bag’s settled in very comfortably in my lifestyle to the point that I never really noticed it. I hadn’t even given it a second thought (even though I carry it about with me most of the time) until I got a tweet two days ago from Gordon:

Rather curious indeed. I DM’d him and asked what was up. Apparently the batch of Bootsrap Original’s that mine was from was missing an extra pocket so they were going to send me a complimentary Random Knick Knack as compensation.

Now, I didn’t even notice the lack of an extra pocket and wasn’t even sure where this extra pocket was meant to be, but I gave my address and contact details regardless ‘cos he said he’d courier it over.

Fifteen minutes later, I got a DM saying that he was in the area so he dropped it off at my postbox. I opened up the package and found this:

A dinosaur print Random Knick Knack - a pocket pouch made of the excess material so that they don’t waste it by throwing it away. A handy little pouch for knick knacks, each one is packaged in a bag and each one you buy is completely random - you won’t know what color or design it’ll be at all - hence the name ‘Random Knick Knack’.

I write all this because if there’s one thing that a lot of consumer companies lack in Malaysia is good service, let alone personal service. And we as consumers in Malaysia have gotten so used to a lack of good after-sales service that we don’t even bother to seek it out whereas in Western countries it is expected. The closest thing I’ve found to decent after-sales service in Malaysia is Domino’s pizza and even then I’m sure it’s due to the fact that it’s a franchise which has to live up to the same standards as its overseas counterparts.

But this is something else. The fact that a company admit’s to a mistake in their product which I honestly wouldn’t even consider a mistake or noticed to begin with is already quite surprising. For them to take the time and trouble to compensate for their error by sending a complimentary gift is another. For the creator of the product and the company to seek me out and contact me and send the complimentary gift to my door by hand is a whole different kettle of fish and this has enamored me to the company in ways that I can’t even begin to describe.

When a company or service shows pride in their product, openness in their lines of communication and an honest desire to ensure their customers’ satisfaction, I will be loyal to that brand like you read about. The fact that this company is local makes me feel a huge sense of pride as a Malaysian. The fact that the product is actually good gives me faith that there are people out there in our country that honestly care about creating a good product as opposed to trying to make a fast buck. For all these things I salute you, Mr. Gordon, and your wonderful products.

I know a lot of people who will look at a Greenroom back and a Crumpler and think to themselves “Price not that much different and Crumpler international, what? Why should I buy Greenroom?” To these people I say please, give it a shot. They’re good products made by good people. Give ‘em a shot, ladies and sirs.

Now I’m wondering whether Gordon can custom build me a left-handed Junkmonkey Mission bag so that the strap-lock is on the correct side for me. I wonder if I can get the Checkered Past logo designed on it. Hmmm…

If you’re interested in Greenroom136 check out their site by clicking here where you can order their products on-line. Then follow @Greenroom136 on twitter and let him know what you think.