Score! Customer service success!

Miscellaneous and Personal Stuff I Must Share
21

[QUOTE=ivylass]
LL Bean. Their return policy of “any time, for whatever reason, in whatever condition” is true. Our dog chewed on the strap of my son’s backpack and they replaced the backpack, no charge.

I will gladly plonk down $60-80 for a backpack…those crappy $20 ones you get at Target don’t last a month. My kids’ backpacks have lasted several years now, with no problem.
SCORE!
[/QUOTE]

I’ll second LL Bean. My dad bought two dog beds from them as a gift for our dogs.

Being a dumbass, when it came time to wash the beds I didn’t read the instructions - which say to air-dry the inside pillow part of the bed - and put one in the dryer. The outside shell of it melted and stuck to the back of the dryer.

:smack:

The dryer cleaned up successfully, but the bed insert was, uh, toast. I called their customer service and asked if I could buy a new one. I even told them I was a dumbass and what happened to the old one.

And they still sent me a new bed insert. At no charge. And I wasn’t even the one who purchased them in the first place.

22

[QUOTE=Dinsdale]
Have any recent successes in customer service you’d like to share?

I just had one, which is especially pleasant since it didn’t look so good from the start.

Minor problem concerning my eyeglasses - the rubber tip that goes over the ear cracked, such that the rubber part slips on and off the leg. I could glue it or something, or just get new sunglasses, but they are Ray-bans, I like them, and they weren’t cheap.

So I go to the Ray-ban website. Talk about the least informative website I’ve ever encountered! All kinds of “cool” videos and pictures, but not a hint of an address or phone number to send in a question.

So I went to the Sunglass Hut site, where I’d bought them (I think). They allowed customer service e-mails, but my 1st attempt was halted because it was over 250 characters. After I edited it down, there was a problem with registration or somesuch.

At that point I noticed the toll-free number, which I called and, of course, was put on hold. But a relatively short time later a person came on, told me I needed to call Ray-ban, and gave me their number.

I called the number, and they answered giving a different name - Luxotica. The phone system was not very easy to use, and this time the wait was longer. When a rep came on he quickly said I could order new temples or send in my glasses. When I clarified what was wrong he said, “Oh, you mean the temple tips?” When we established that that is indeed what I was talking about, he said, “Let me check.” Maybe 10 seconds later he said, “We have them, and can send them to you at no charge. You will get them within 8 business days.”

SCORE!

(Doesn’t take too much to make me happy!)
[/QUOTE]

I see this as bad service. Rayban does have one of those awful websites- all ‘cool’ graphics and crap without any actual useful information. Then you go to another website which you cannot send a feedback email. You phone the number . The company tells you to phone another number with a terrible phone system. Then you may get something in 8 days!. This thread was not started on April 1st was it?

23

I wish I could say that getting a room for free after having my flights canceled by American today is good customer service, but I don’t think it’s really. Good customer service is not something the legacy carriers understand these days anyway.

24

About a month ago I opened a can of cat food to find a hunk of cat food that filled about 1/3 of the can and a whole bunch of the stinky oily stuff. I emailed a complaint to Friskies, the next day they emailed me back an apology and said they would send me some coupons for the trouble. About a week later the coupons came, one for a free case of pet food, value up to $14.40 and 2 for free cans of pet food, value up to $2.80 each. Got $20 worth of free cat food because I bought a defective can of 43 cent cat food. Score!!!

25

This was last year, but I bought a pair of Teva sandals on clearance at the local DSW. Paid about $35 for them (50% off). I wore the crap out of them for about a month, and then one of the strap mountings broke, making the shoe completely unwearable. Of course I didn’t have the receipt, and I figured that since I got them on clearance I was totally screwed. I sent Teva an e-mail and attached a picture of the shoe. They gave me a $75 credit toward anything on their website.

They now have a customer for life. And the second pair has held up perfectly.

26

My tale of non-woe also involves eyeglasses.

I got new frames with lenses about 2.5 years ago. One day in March one of the spring temples broke, so I went to Lenscrafters (place of purchase) to see what my options were. Mistake going on a Saturday: about 45 - 60 minutes to be served. I asked about a replacement temple - turns out my style has been discontinued, and since everything is made in China nowadays, it probably would have been tough shitskis anyway. Option 2: new frames ($180?). Lens shapes are no way near standardized, and the guy couldn’t find one with a close enough shape, which left me me looking at option 3: new frames and lenses. I had just spent $300 (23 euros) on lenses in January. (What is it with glasses being so damned expensive these days?)

My in-store experience is now approaching the 1.5 hour mark, and it is still crowded, so I tell the guy I’ll come back during the week when we would have more time to suss it out. He put a piece of clear heat-shrink tubing on the temple to hold it together, which actually works pretty well. However, after about 2 weeks, loosening and the absence of the spring tension makes it clear that it is not a long-term solution, so a return to Lenscrafters is in order.

I explained my predicament to the store manager, who pulled out a box of broken glasses from repair jobs. She found some spring temples (from a different brand!) that looked like they could be used, and passed me off to the minion for the actual work. A half-hour later, I was back in operation. (If you look real close, you can tell that the temples don’t match the frame, but you ain’t getting that close, Chief.)

A week later, I had to go back for an adjustment: the original wearers of the frames apparently had ears “closer” to their eyes than I did.

No charge for any of this. SCORE!

27

Sort of in keeping with this thread, I’ve also gotten some good customer service from complimenting. Shortly after I served my kids Freschetta frozen pizza for the first time, and they loved it, I called the toll-free number on the box to tell them that I served frozen pizza almost weekly, and so far, Freschetta was our favorite brand. I hoped to maybe get a coupon or two out of the call, but mostly I wanted to just let them know they were making pretty good pizza.

A week later, I got a very nice letter thanking me for calling, two coupons for free Freschetta products, and four $1.00 coupons for more.

Score!

28

In your FACE Otto!

As you recall, Luxotica promised to send me two replacement rubber temple tips free of charge, and you thought I wouldn’t receive satisfaction.
I just wanted to tell you that on 4/12 - far quicker than the 6-8 days promised, I received a sturdy postage paid box in the mail. I was delighted to open it and find inside 5 tiny brass screws!

Who says you can’t get quality customer service these days!

29

Oh man, that’s priceless. You actually got screwed by the customer service people.

30

Snort.

This made my day.

Dins, this is just one of the many reasons I love you. :smiley:

31

[QUOTE=Dinsdale]
In your FACE Otto!

As you recall, Luxotica promised to send me two replacement rubber temple tips free of charge, and you thought I wouldn’t receive satisfaction.
I just wanted to tell you that on 4/12 - far quicker than the 6-8 days promised, I received a sturdy postage paid box in the mail. I was delighted to open it and find inside 5 tiny brass screws!

Who says you can’t get quality customer service these days!
[/QUOTE]

Your counterpart with the temples that keep falling off is going to be mighty pissed on 4/18.

32

On a visit to Walt Disney World in Orlando, my husband and I misunderstood the monorail system, and we ended up stranded at closing time in a monorail station that was a long distance from our Disney hotel, with no way back except through the parks, which were closed and locked. A security person noticed that we were standing around looking dazed and unhappy. The security guy got on the radio and talked to someone, and about five minutes later, a big bus (empty, except for the driver) appeared to pick us up. The bus driver was funny and pleasant, and he didn’t seem to mind giving a couple of nitwits a private ride back to the hotel. We were amazed and impressed. We offered the driver a tip, but he cheerfully declined it.

33

pinkfreud, I guarantee, you’re not the first “nitwit” to get stranded at the park. :stuck_out_tongue: No worries.

34

Last night, my boyfriend and I visited a local tea shop to pick out a birthday present for his grandfather. After offering lots of helpful advice and suggestions and patiently answering all our tea-novice questions, the barista measured out and then gift-wrapped three tins of tea and whipped us up some delicious and complimentary chai lattes for us.

Score!

35

Well, I’m just as happy as a pig in shit.
I knew these guys wouldn’t screw up my request the same way 2 times in a row! :cool:
So I was thrilled yesterday to receive a mailing containing an invoice correctly identifying the parts I need - the temple tips. And no, ye of little faith, I didn’t receive any more tiny screws. The only way things could have been any better would have beenif the envelope had actually included the temple tips in addition to the invoice!

36

Wow, this has turned into some sort of bizzarro incident.

You start a thread to praise the company for its customer service, and the whole thing turned into an object lesson in incompetence.

37

::: leans back in chair, hands behind head, looking smug :::

38

To be fair, this is probably not Luxottica’s fault. Surely it’s more likely someone at UPS, or Fed-Ex, or whatever, needed identical temple tips and swiped them from the package…?

…ok, maybe not.

39

I’m Dinsdale’s neighbor. My glasses are fitting fantastically now, thanks!

40

[QUOTE=ZipperJJ]
I’m Dinsdale’s neighbor. My glasses are fitting fantastically now, thanks!
[/QUOTE]

Now I have ANOTHER reason for disliking that asshole! Will you rake those leaves already, jerk?

Have no fear, folks. I called this morning, and after a 20 minute wait, Sandra assured me she was sending me the tips. Which cannot come any too soon, because the old ones seem to be disintegrating at an alarming rate.