Yesterday, a customer called my center extremely frustrated by a problem with her debit card for which she had earlier that day spoken with several other reps in my center and several tellers at a local bank branch. I saw instantly what the problem was and spent 22 minutes on the phone with her, empathizing with her situation, assuring her that I would call my boss’s attention to the problem with our reps, explaining the cause of her problem and how to avoid a recurrence and making sure she understood all of the relevant aspects of her card program and how it works.
Today she called back and spoke with my boss and went on at length about how pleased she was with the service I provided her and saying that I, and I quote, “should get a raise and perhaps be given a new car.”
An irrigation system was put in my house a few years ago and the installer cut my underground CATV wire. It was half my fault and half his fault. I never got the utility lines marked, and he wasn’t supposed to do the job without knowing where they were at.
I called Comcast and they said they would be out within one hour to run a temp line for me and would be out w/in 48 hours for a full repair (and they had to dig and hunt).
I wanted to know how they’d bill me and whether they’d give me a repair estimate to give to the installer or to take to court. It was all free and it was all fast…and it was made clear to me after I kept asking that it really really was free and it was really really gonna be fast.
They ran the temp line the same day and fixed the buried cable the next morning. It was beyond great customer service. I truly believe their motivation was knowing that if I went without a resolution in 24 hours that there’d be a satellite dish on my house and they’d be out a customer.
I called Microsoft to get a friend’s old windows xp install to work on the new computer, had to phone in for the new code. The conversation was pleasant and short. Everything worked well afterwards.
Called back on 5/12, and this time spoke with Monique, who couldn’t understand why the previous 3 reps had said they were going to send me the temple tips, because those parts had been out of stock for months, were on back order, and they had no idea when they might be coming in!
She suggested that the best thing for me to do was to send the glasses in, and they would repair the entire temple. I thanked her, but observed that I kinda wanted to have the opportunity to wear my shades during the spring/summer. So I said I’d just wait. Heck, I already had the one side taped up stylishly with packing tape!
A short while later Monique called me back and told me she would be sending me a pair of temples, not just the tips. I told her great, because I sure had the screws needed to affix them! I’m sure they will come promptly within the promised 10 days…
I originally came in her expressing my gratitude at the customer service I received, but in retrospect I see I didn’t realize that instead of the required parts, I was getting a new hobby!
I bought racketbalsl and they broke rapidly. I got on line and bitched. They said they were having trouble with them but now had it fixed. They sent me a case of new ones.
Hope I don’t get in trouble for reviving a dead thread - but wanted to fill you in on the latest updates.
To catch up any newcomers, my ordeal began on 4/8 when the manufacturer told me they would send me replacement rubber tips for the ends of my sunglasses.
When I last posted, I had spoken with Monique on 5/12, and she had told me she would send me a pair of temples, not just the tips, and that I could expect them within 10 days.
I promptly received in the mail an invoice for two temples. However, 10 days passed and no temples came.
5/28 - I called and was told that their standard procedure was to send the invoice and the goods would follow. I was to wait until the end of the week 5/30, by which time they would certainly have arrived. Oh yeah, when I asked to speak with a supervisor, she was “unavailable.” I asked to have the supervisor call me. Of course, they never did.
6/9 - as the parts had not yet arrived, I decided to call again. This time I spoke with Cheryl. Cheryl says the problem is that Monique had tried to send the temples via certified mail, and they are unable to send parts by certified mail. To be sure, the latest invoice does say “CERTIFIED MAIL” right under my name. Hadn’t noticed that before. But Monique and I hadn’t discussed any particular means of delivery either.
Today Cheryl promises me that she will have them sent out by regular US “smart” mail, and I will receive them in 10 days.
Anyone up for a pool guessing when - if ever - I receive the parts? Will I need to make any additional phone calls? If so, how many?
Me - I’m feeling lucky. I predict I will receive the new tips in the mail on Friday 6/13.
The winner will get the taped up old temple piece, any spare screws, and signed copies of the invoices suitable for framing. How can you pass that up?
I predict you will receive a live goldfish and a completely new pair of sunglasses.
But not the correct pair.
I got a new phone the other day - sick of Windows Mobile - so I called T-Mobile customer service to ask if I could re-download games I’d already paid for (for a previous handset). The girl said no, and then said, “but since you’ve been with us for 2003, I’ll go ahead and refund the money, and you can download some new ones.”
Needless to say, I was surprised. It was certainly the first time T-Mobile offered me anything for free.
