Have you experienced great customer service?
planets
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Last year i bought a Velbon tripod, it's been a great tripod: very solid, versatile and easy to use. This week the quick release lever broke, i looked around online to see if i could get a replacement but it looked like i was going to have to buy a whole new panhead which would have cost a substantial amount. On the off chance i rang Velbon to see if i could buy a replacement lever directly from them, the man i spoke to gave me an email address and told me to send him my name address and name of the model tripod and behold this morning i received a new quick release lever FOR FREE. There was no fuss, i didn't have to provide proof of purchase. This is quite possibly the best customer service i have experienced for ages, especially for a product i bought over a year ago.
So have any other people experienced really good customer service especially some time after the initial purchase?
So have any other people experienced really good customer service especially some time after the initial purchase?
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A few months ago my kids gaming headset from Madcatz stopped working properly. It was nearly a year out of the warranty period. The company were friendly, efficient and constructive. They provided a new latest model replacement within three days.
This experience created a loyalty bond towards Madcatz for future purchases. So I guess it's very smart forwarding thinking business sense. It's confusing that some other companies can be very shoddy in respect of customer aftercare.
He saw some unusual hub caps on other TR6s out there, and went to a British Leyland dealer to get a set for his car.
The clerk in the spares department said that they only had 3 in stock, but realising by our accents that we weren't local, he asked where we were staying.
At around 7.00 p.m. that evening he arrived at our motel with 4 hub caps.
Now that is customer service, plus good salesmanship.
A couple of years back, a visit to Furniture Village involved an offer of comfy seating (naturally!) plus coffee/tea and chunky choc chip biccies. We declined - as we don't tend to snack between meals; and you then kinda feel obliged to purchase.
hi Eva!
That's exactly the feeling i have now about Velbon, it has instantly created a brand loyalty.Their name will now be top of my list for future purchases and for recommending to anyone wanting to buy a tripod (the one i bought was excellent). The way the guy on the phone spoke to me was so kind and helpful he even apologised that it might take a day or two to arrive as he had to order the part. I don't know how much the small piece of plastic lever cost them but it has bought them a lifelong customer and untold word of mouth recommendations.
Ive had the opposite experience as well and it seems a no brainer to me treat your customers well and you get repeat custom and good word of mouth.
Glad to hear Madcatz is another company with excellent after care.
Exactly Jean-Francois, they not only got that sale but 30 years later you remember and i'm guessing over the years have told a fair few people.
that's impressive Nickelback, a lot of people advertise a 30 day money back guarantee but when it comes to actually getting your money back there's always some loophole that means you don't get it.
It's really nice to hear some positive stories, thanks for replying.
They brought the bottle of champagne over but offered us 2 glasses of champagne and the bottle to have when we got to hotel, when mum mentioned the cake to them they didn't know anything about it and were very apologetic, they ended up giving us 2 baileys cheesecake from 1st class.
Anyway a week after we got back from New York I got a letter of apology from Delta with my brothers cheque returned and they also sent another bottle of champagne and a box of chocolate truffles.
Fantastic customer service!
Amazon for me when my Kindle broke when over a year out of warranty (and an OW damage) were brilliant.
Also Carphone Warehouse when they told me that they couldn't repair my phone but directed me to someone that COULD repair it for very little.
In 2003 I bought a Gerber Multitool here in the UK. Used in the course of my work most days and about two years ago one of the parts broke. They cost £90 so I didn't want to chuck it or buy a new one so I looked all over the net. No joy so I emailed the maker in The USA asking for a supplier. They asked for a mail address and I got two in the post less than two weeks later. I guess lifetime guarantee sometimes means that.
the email address i wrote to is HERE they have a 5 year no quibble guarantee....it's definitely worth an email, i wasn't expecting anything just hoping i'd be able to buy the small part rather than a whole new panhead. I was really impressed Tidosho!
Gerber sound excellent too.
Also, Marks and Spencer. I insure my pet with them and they are just so friendly and helpful. UK call centres, really friendly people down the phone. Can't fault them, however, not had to claim yet so we will have to see how that goes (praying I never have to, though!)
A particular staff member, with the assistance of others around the station where he should have arrived, immediately set about trying to track him down for me and was able to guess, correctly, which train he could be arriving on.
I have emailed Southern to express my thanks.
I sent $150 to this company and it turned out they only found $20 in the package I sent them.
They noticed the sealed I explained was broken.
Giving me a benefit of doubt, they sent me the goods.
After that I always used paypal.
This post reminds me of an incident just over thirty years ago. My husband and I had arrived on a platform in York when our train had just started moving. The platform guard blew his whistle and indicated for the train to reverse.
We were totally gobsmacked and overwhelmed with appreciation when the train trundled back onto the platform enabling us to board it for our journey.
Bravissimo staff on the phones are exceptionally helpful and friendly. I always come off the phone feeling exhilarated they really know their stuff! then again I guess providing support and uplift is the name of the game :-)