Summer Rain

Summer Rain
I like to photograph nature

Tuesday, 28 July 2009

Customer Service Lives!

I mentioned yesterday that my new Wii didn't work and I had to do battle with Amazon about it.  However, directly after posting I found the customer support line number, got all the details together, girded my loins and picked up the phone.   'Hello' I said 'I have a problem' and explained that I had purchased the unit in April, but it had only just been unpacked and despite following all the trouble shooting advice, all I got was a blank screen.   I expected then to go into a lengthy debate about how long ago it was ordered, whether it would have to go back to the manufacturers, how much it would cost etc.,   But no! 

'What is the order number please' the nice young gentleman said.  I told him.  

'Would you like a replacement or a refund' the very nice young man said (he was growing on me now).  

'A replacement please' I responded.

A brief pause and sounds of keyboard tippy tapping in the background.   

'I have ordered your replacement and it should be with you in 3-5 working days.  You will receive an email in approximately 30 minutes which will provide you with a secure bar code returns authorisation and a prepaid returns label which you can print off.  When you have them, just follow the link through the DHL and book the returns pick up for a time convenient to you'

A brief stunned silence from me.

'Thanks!' I say, still a bit too gobsmacked to make proper conversation.

'My pleasure' the very very nice young man that I am now considering adopting says.   'Is there anything else I can help you with today?' he asks me.    'No, no, thank you, really thanks a million, that's great, thanks thanks'  I gush to the extremely nice young man that I am now wondering if he possibly likes older women.

'Well goodbye then Frances'   (swoon - lovely lovely customer services boy said my name)

It was all so easy and lovely and customer servicey.   

I won't tell you about trying to pack all the bits back in the original packing - I don't want to spoil the mood.

Customer Service Postscript.   24 hours after this phone call, my replacement Wii has arrived by courier!!!!!!!!  They're not even collecting faulty one until tomorrow!


Call Me Cate said...

It's sad that we are surprised when we receive good customer service. But I'm very glad you had a positive experience! And then I think about the post I just put out there today and what bad customers we were (ok, my HUSBAND was a bad customer) hassling the employee. Definitely seems that the kinder you are to the person on the other end of the line, the more inclined they are to help!

woodpecker said...

Brilliant to see and what a lovely story. Brought a smile to my face.