I know you all have had good and bad customer service experiences. So have we.
In years past – even a few years ago – we would call customer service, wait (forEVER) until we got ahold of a representative and then cross our fingers that we could get something worked out.
The Internet changes everything, doesn’t it?
At NewlyWoodwards, we’ve had several unusual experiences involving customer service and the Internet so I thought I should share them on the blog. Both are prime examples of how customer service SHOULD work. And, social media and the Internet make it happen.
Best Buy
The first example happened a few months ago. My cheap-o camera, which was six months into a one-year warranty from the manufacturer, broke. (I should note that this was actually a replacement from the last $100 camera – somehow I didn’t get the hint the first time.) The screen on the back stopped working and since there was no viewfinder, I was totally out of luck. I took it into Best Buy, with my receipt and paperwork, and was told that they wouldn’t replace it.
I was mad. So, I tweeted this.
Camera screen destroyed with no viewfinder. Will Best Buy will do anything for me since it’s only been 6 months? (Not holding my breath.)
10:16 AM Jul 12th from web
10:16 AM Jul 12th from web
Now, my disclaimer: I’m no Twitter all-star. I have something like 84 followers (and I’m fairly certain 80 of those are spammers). I do feed my Twitter updates into my Facebook, but I cannot imagine that many read it. I really didn’t even consider that I’d get a reaction. I guess I should have thought about that, but I didn’t. I was actually planning to go back to the store the next day and try again (good things come to those who wait keep bugging the people until they break down and give me a new camera).
So, I was actually bemused when I received three replies from Best Buy folks… within an hour.
And, within 24 hours, my camera was replaced. Whoa!
Did you hear that?
Replaced. Coral with Best Buy found me on Twitter, tweeted me, called me, got my info, called the local store and got it replaced. No questions asked. Now, you may say – Kim, this should have happened from the get-go. And, it should have. But, I’m just thrilled that someone got it taken care of. That someone was listening.
Now, this was a $100 camera. It was junk. I was already considering getting a new camera, I just didn’t know what yet. So, I replaced my camera with another $100 model until I could decide.
And, when I did buy a new camera less than 2 months later – guess where I bought it?
You guessed it – Best Buy.
So, do you think that Twitter had something to do with it? You betcha. And, I can guarantee you that I spent more than $100.
Overstock.com
This story is a little different, but it’s an online store so I thought I’d share. Ryan got me this sewing machine for my birthday in April. I didn’t even use it until last month and when I started using it, it kept having problems. I had to buy new bobbin cases (at $29.95 a pop) after an hour of sewing with it. I was annoyed.
When I had to go to the local sewing shop (twice), the tech told me that the machine was known to have some problems. So, I talked with Ryan about it and we decided to try to call Overstock and see what they would do. Honestly, we didn’t think they could do anything for us because it had been several months.
So, I contacted Overstock. I could have done it online but I called instead. I waited on the line for less than 30 seconds before getting a voice (which is a miracle in itself). Then, I was told that it was okay that it was after 30 days (which was stated on the receipt). My husband had bought the protection plan for $9.99. (YAY!) So, I sent in all the paperwork and the explanation of the problem. And, within a week, I received a refund.
(And on a related note, since the item was oversized, I didn’t even have to pay to send in the machine. I still have the sewing machine. What do I do with a half-working machine? I guess keep it as backup?)
Overstock is totally on my good list. And, while I decided to get the sewing machine locally so I can rely on the expertise of the locally-owned shop, I will definitely be shopping at Overstock.com again. (I’m actually on their right now…. browsing all the beauties in the home decor area.)
So, these are two of my recent customer service stories. Both of these are nothing extraordinary, I suppose. However, I think we are often quick to complain, so I also wanted to put my happy service stories out there.
I’m wondering if the economy has anything to do with the recent great service I’ve received? Because, let’s be honest, generally I’ve noticed that service really stinks (and I think that brick-and-mortar stores still have a ways to go). Do you think companies genuinely trying to keep their customers happy because sales are down?
What do you think? Do you have any good (or bad) customer service stories?
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Emily Ann says
Wow, that’s great! I wish my Internet provider would read this post and learn something about customer service. Steven once told an employee there that he was going to have to start looking for a new provider, and her response was, “Ok.” Really?
Your cool friend Cheryl says
You can’t beat Nordstrom or Costco for customer service and returns. I really think either one of those stores would take stuff back from another store if it would make the customer happy.
On the downside, Comcast (a midwestern cable company…not sure if it’s everywhere) is the pits. We had them for 6 months, they couldn’t spell my name correctly on the statements (even after many attmepts to change it), and when we canceled, it was a big run-around to return the equipment (complete with an $800 bill for the DVRs I “kept.”)
We switched to ATT U-verse (again, not sure if it’s everywhere), and they are awesome! I missed the $150 switch companies rebate mail-in date by 2 months (uh oh) and they sent a check right out.
Stephanie says
very impressive!
Anonymous says
What a great twitter story. Being a baby boomer I am not much into twitter, facebook, etc (but I do love blogging the woodward blog) . I will pass your great customer service story about Best Buy to all my “boomer” friends.
longbrakeliving says
No internet related cutomer service stories, but having worked in retail, I can say the best way to get someone to go out of their way to do something for you, or to help you with a problem, is to BE NICE. And polite. I can’t tell you how many times people were rude to me in wanting me to ring them up a certain way. All it made me want to do was refuse to do it that way. But, if someone was nice to me, I would be inclined to offer to do that same thing for them, without them asking. Niceness, politness, and an interest in the person serving you (even if you have to fake it!) can go a long way!
I’m trying to say you weren’t nice in these situations, I’m sure you were, but I thought I’d just get up on my soap box.
longbrakeliving says
No internet related cutomer service stories, but having worked in retail, I can say the best way to get someone to go out of their way to do something for you, or to help you with a problem, is to BE NICE. And polite. I can’t tell you how many times people were rude to me in wanting me to ring them up a certain way. All it made me want to do was refuse to do it that way. But, if someone was nice to me, I would be inclined to offer to do that same thing for them, without them asking. Niceness, politness, and an interest in the person serving you (even if you have to fake it!) can go a long way!
I’m trying to say you weren’t nice in these situations, I’m sure you were, but I thought I’d just get up on my soap box.
Jenny @ Words on Wendhurst says
I have all sorts of stories, both good and bad, regarding customer service. Overstock has been one of my good experiences. I used their live chat and was surprised by how helpful they were.
On another note, the thing that always makes me laugh out loud is when an obviously Indian person answers the customer service number I dialed, and then says: Hello, my name is Sam, how can I help you? Hmm, I am guessing your name is not “Sam” 🙂
Emily says
Love how social media has changed things. And I once had the job of replying to bloggers who had trouble with our product – you know, social media marketing and all. It was SO fun to turn people from being pissed off to in love with you.
We’ve had good luck with Comcast on Twitter – but recently people have figured out they can complain and it’s gotten a lot less helpful.
Carrie says
I wrote a blog post a few months ago, singing the praises of the absolutely to-die-for crab cakes at a restaurant in Oregon, and the owner left a comment, saying she was glad we were so pleased.
I think it’s great that companies (big or small) are keeping on eye on things like blogs and Twitter to help make customer service better.
By the way…you could always get rid of the half-working sewing machine via Craigslist.
Meredith says
I was pretty surprised when Home Depot replied to a post on my blog about a really dumb Home Depot paint guy who told me that adding more white to the color balance would make the paint “run off my walls like water” (because apparently white paint doesn’t stick to the walls).
I took them up on their offer to email them with more details, but never heard a word back from anyone at Home Depot.
Still, I’d like the job of just reading blogs all day!
LZ says
I think that is great! More companies are moving towards using social media. I’m in the midst of hopefully resolving my issue with Choice Home Warranty I’m guessing b/c someone saw my blog post and that got their attention better than my letters and phone calls. The power of the Internet….