Jay L.
Redeemed & Thankful
I bought a 2nd-hand Plunge from a first-time Plunge Customer who was relocating. I had been enjoying Plunging 3-4 times per week (only after I get out, though 🤣). After returning from from a brief trip I found an error code, so I looked it up and it required a technician, so I logged my issue via the app, and then again from the website. It was Memorial Day weekend, so I was notified that I'd be contacted after the holiday. I waited and didn't hear anything on the Tuesday following, so a bit frustrated I got to LinkedIn and looked for a good customer support contact. I got in touch with Billy the Director of Customer Care. He diagnosed a host of things for me and sent me a part thinking it might be a fix, but knowing it may be a longshot. Worst case, I'd have to buy a new chiller. Of course I was disappointed, b/c i had only just acquired the used unit a few months before. We discussed a refurbished unit if the part didn't fix the problem. While I was required to buy a refurbished unit after all was said and done, the attention and care shown to helping me solve my problem, even sending me a six-pack of filters (unsolicited). While I did have to pay for a refurbished unit, they took care of shipping and offered me an extended warranty. It's not always about things working perfectly...but it IS about knowing someone cares about your customer experience more than a review. Thank you to Billy, and to Plunge. Now, give Billy the employee of the month parking spot!
Response from PlungeSep 16, 2025
Hi Jay, Wow. Thank you for that amazing review, especially highlighting Billy and our amazing management team. I can personally vouch for the fact that our entire team, and our director especially, are devoted to providing the absolute best customer experience possible. We know nothing can be 100% perfect each and every time, but our dedication to improving and getting it right is something we pride ourselves on. We are always here to help further if anything is ever needed, Jay! -Plunge Customer Support