In a fairly routine attempt to rinse out a cup last Friday, I made the unpleasant discovery that my kitchen sink’s handle was no longer attached to the rest of the sink.

After going to Moen’s website and identifying the parts kit that I needed to repair it, I went to a couple of hardware stores. No luck finding the parts there. After an abortive attempt to place an order for the kit on the website (small brickbat for that one), I called their customer service line.

Moen has a neat feature in their phone system that I haven’t seen anywhere else. Rather than making you sit on hold and listen to bad music (or worse, advertisements), you can enter your number, and the system will call you back when a representative is available. It’s a little thing, but it really shows consideration for our (the customers’) time.

After being called back, the representative was extremely helpful. We went through a set of questions to confirm the model and the parts that needed to be replaced. She was able to tell me exactly when they would have the parts in the mail (next business day) and thus when they would arrive. Every bit of information that I gave her (address, phone number, etc) was carefully confirmed. From a customer’s perspective, this kind of attention to detail is very reassuring and helpful.

As promised, the parts showed up yesterday, and now I can again rinse out my Duvel stemware.