Starting and running a 501(c)3, or how to use up all your free time (5 May 2010)

After owning Troxel helmets for over 10 years, I was dismayed to discover that the Troxel Legacy Gold sizing/styling had changed and it no longer fit. When I called customer service to ask about the issue, they weren't very helpful. But in the
process, I heard from several people - at local tacks stores, and on different forums - where others had had the same problem. So apparently it wasn't
my ego making my head circumference mushroom.

I ended up by buying a Tipperary, and contacted Troxel one last time -
to let them know why they had lost a customer of so many years'
duration.

Well, I just had a call from the CEO of Troxel, wanting to understand
the problem and see how they could address it. They have now realized
that the styling changes may have made it less universally appealing,
and were grateful for the input.

But she went a step further, and offered to send me a helmet at no
charge.

Well, I now have a helmet. But I saw the opportunity - because Special
Horses is gearing up for another fundraiser to help support our
participating groups.

I asked if we could have a certificate for a Troxel helmet in our Grand
Prize basket for this fundraiser, and she said she would send out a
certificate immediately!

How's that for helping to make it right?

All I wanted was that they be responsive to the issue - well, they
certainly have been, and with a very happy outcome!

So - for all you Troxel lovers out there - and especially for those who
wear the Legacy Gold Duratec - they are listening to your concerns and
adjusting the helmet to make it work better regarding sizing.

So a big thumbs up to Troxel!

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