Where have you found good customer service?

[kevinjohnsonmbe]

Not sure if the has been done before or not....

 

The wife often remarks what a miserable so-and-so I can be, I'm not shy when it comes to complaining (when appropriate), but equally, I'm just as keen to say "thank you" when somebody goes the extra mile.

 

Scenario:

 

I've been looking for a nice new office chair for quite a while.  Tried all the usual culprits like Staples etc where you can try before you buy but it was all a bit mediocre to be honest.  That only left the online options where there are a million options and a price range to match any taste.  Trouble is, how do I know if I'll like it, fit it, be comfortable in it if I can't sit on it first?  

 

So I spend a bit of time looking at chairs online, settle on a company and a product that looks good, phone them up and ask what the returns policy is if I don't like it.  Just pack it up and we'll arrange collection and refund no charge Sir they say.  OK I say, take my money and send me the chair!

 

Chair arrives, I put it together...  It's OK.  OK but not 'special' like I was expecting and like I'd parted with not an insignificant amount of mullah.  Wife agreed, it would have been a satisfactory purchase at ½ the price.  So, I'm on the phone, no, it'll have to go back.  OK they say, courier be with you tomorrow.  I had to de-construct it, so far as was possible, and in due course the courier arrived and off went my eagerly awaited new chair.

 

Had to chase up the refund but it's done now.  

 

So I was waiting for all that to complete before I filled in the Feefo online customer survey.  Not much different to what I've said here.  Reasonable pre-purchase service, pretty good returns arrangements, not withstanding the refund hiccup, but quality and price point exceptionally disappointing.  Did that yesterday evening.

 

This morning phone rings and it's the 'buyer' from the company asking if I could elaborate on the comments on the review.  I did, but not massively since there wasn't really much more to say.  Leave it with me he says, I'll go and find it in the warehouse and have a look so I can see what you mean.

 

So i get an email this afternoon saying he'd looked at it and completely agreed.  He came across as genuinely upset by it all and has offered a replacement chair of similar spec / price completely free of charge as an apology for the inconvenience.

 

To be honest, I'd have been happy with the phone call or email just to show that somebody is having a look at it and is genuinely interested in customer feedback.  Throwing in a complimentary replacement chair really is a cherry on top and this is company I'll go back to with full confidence. 

 

https://www.key.co.uk/en/key

 

  

[Ironbark]

17 minutes ago, kevinjohnsonmbe said:

This morning phone rings and it's the 'buyer' from the company asking if I could elaborate on the comments on the review.  I did, but not massively since there wasn't really much more to say.  Leave it with me he says, I'll go and find it in the warehouse and have a look so I can see what you mean.

 

So i get an email this afternoon saying he'd looked at it and completely agreed.  He came across as genuinely upset by it all and has offered a replacement chair of similar spec / price completely free of charge as an apology for the inconvenience.

 

 

 

He must have been new. Give him 6 months in the job and fall in line with the "we're not happy until you're not happy" customer service.

Edited January 18, 2018 by Ironbark

[nepia]

Good idea for a thread.

 

Most transactions go perfectly smoothly and even if I wonder 'what more could they have done?' my own answer is usually 'not much within reasonable limits' (companies are there to make money after all, they're not charities).

 

I find it heartwarming when an individual in a large company takes li'l ole me seriously.  I see no harm in naming names here so... this evening I got a comprehensive e-mail from Jo Beau, with pics the guy had taken, in reply to a piddling little query I had:  it wasn't even a moan, just a small question but the full reply must have taken him a while to cobble together.  Neither had I spent huge sums on some complicated piece of kit.

Well done Jo Beau:  Dean at Global Recycling also deserves a mention for his prompt attention when I speak to Global about similar matters.

[kevinjohnsonmbe]

12 minutes ago, Ironbark said:

He must have been new. Give him 6 months in the job and fall in line with the "we're not happy until you're not happy" customer service.

Brilliant! We must have gone to the same school of grumpy old pessimists! (Unless you’re a Yorky? It’s genetic there so I understand ?)

[Daniël Bos]

I bought some Stormline oilskin trousers recently, a touch over £100.

In less than two weeks they split at a seam.

Sent them an email at 7:45 asking how to get a refund, Got a reply at 8 saying they'd give me a full refund and send a replacement pair.

 

Bought a set of drawer runners, just over £200 (60" ones) from Sliding Systems, ordered non locking ones but they sent me locking ones. Didn't have time (or inclination) to complain so I installed them. The lock got stuck and i couldn't use the drawers.

Phoned the company, explained what happened etc "no worries, we'll send you non locking ones with a next day courier, do whatever is necessary to rake the others out, destroy them if it saves your project"

 

And a small one, I bought some anti roll bar bushes for my 7.5 tonner. thought i needed 4 the same. They phoned me up straight away, checked with the reg and sent me the ones I needed rather than the ones I ordered,

Thanks, Bison Parts

[Peasgood]

I would have said "Thank you for the offer of the free chair but no thanks. I appreciate the offer but don't feel you should lose out when you have already given good service."

For me it is just as nice to be a fair customer as it is to get good service. 

[kevinjohnsonmbe]

12 hours ago, Peasgood said:

I would have said "Thank you for the offer of the free chair but no thanks. I appreciate the offer but don't feel you should lose out when you have already given good service."

For me it is just as nice to be a fair customer as it is to get good service. 

I take your point, but I've taken a different view......

 

The 'buyer' will be presented with many products from suppliers that are trying to get their product on the sales range - probably samples and freebies.

 

It's entirely possible that what he has offered to pass on to me in compensation for my disappointment (2 days waiting in for courier (delivery & collection) assembly, dissatisfaction, disassembly, repacking, and still no chair) is one of those samples or, at the very least, it would have been bought-in wholesale price.

 

What has the company actually 'lost?'  Relatively minimal, or no 'actual' cost of product, a phone call, an email and a courier charge.

 

Why have they done it.....?  To ameliorate a negative customer feedback on their webpage - and I will, if invited, review the feedback to reflect how I now feel.

 

They will have gained a loyal future customer - and one that is keen to share the experience with others.

 

Sometimes you have to 'give a little' to gain more on the longer term.  I don't think I'm chancing my arm as a stroppy customer wanting more than was agreed (we all know about them.)  I gave honest feedback, the company reacted with an offer to make things good, I have accepted that offer and I now feel really good about buying from them in the future.  

 

They won't have 'lost' much, if anything, in the broader consideration.  I think the 'gain' outweighs any perceived pain and makes good business sense.    

[Peasgood]

Well they've lost " not an insignificant amount of mullah" and you've gained a chair you weren't over enthusiastic about.

 

I'm not saying you are wrong, just that I see it different and couldn't be doing with a chair I don't even like much about the place.

[Woodworks]

Just experienced great customer service.

 

I have an old Stabila Laser level that I have had maybe 15 years and it saw me through our house build. It had a great gizmo that you put a prism in the end that would cast a line at 90 degrees to the level. I lent the level to a friend some time ago and only recently opened up the case to find the prism is missing. The friend has moved house so no chance of finding it. I sent off what I thought was a very optimistic email to Stabila Germany to see if they had any old stock of these parts knowing full well they have not made this item for a long time. Heard nothing for a few days then a mail from someone representing Stabila in the UK to say that Stabila Germany had found one of these in the factory and it would be sent over with the next delivery to the UK. What's my address and there is no charge for the part.

 

Pretty chuffed with that and a big thanks to Stabila

 

[AHPP]

Just experienced great customer service.
 
I have an old Stabila Laser level that I have had maybe 15 years and it saw me through our house build. It had a great gizmo that you put a prism in the end that would cast a line at 90 degrees to the level. I lent the level to a friend some time ago and only recently opened up the case to find the prism is missing. The friend has moved house so no chance of finding it. I sent off what I thought was a very optimistic email to Stabila Germany to see if they had any old stock of these parts knowing full well they have not made this item for a long time. Heard nothing for a few days then a mail from someone representing Stabila in the UK to say that Stabila Germany had found one of these in the factory and it would be sent over with the next delivery to the UK. What's my address and there is no charge for the part.
 
Pretty chuffed with that and a big thanks to Stabila
 

Lyon Equipment distribute Petzl stuff in the UK and have treated me very well a couple of times.