I’m a firm believer in being an assertive customer when a product does not live up to your expectations. Great companies know how to handle that and turn your relationship with them to an asset.
Just concluded one such experience with Richard Green at TofuXPress. My wife had purchased one of their devices for me after seeing the Rube Goldberg method I had previously used for pressing the moisture out of tofu in preparation for frying. They make a device that does this neatly, without the stacks of plates and various heavy items from the kitchen that I’d used before. My only problem was that a tab on it broke, very quickly after I’d received it. I put the broken piece aside with the intention of following up, but of course life intervened and I didn’t get around to finding the box to get the contact information until after the warranty was up.
So I tried contacting them, told my story, and offered design change suggestions to address what I’d seen. Richard, their Operations Manager, responded nicely and a conversation continued from there. Long story short, they made an out-of-warranty exception and sent me not only that part, but also two others that mated with it. The new part had a design change just like what I had suggested. Now I have nothing but appreciation for them and we have drier tofu again without the gymnastics!
I highly recommend tofuXpress.com.