Now that is what I call customer service

I recently was brought World of warcraft as a Christmas present from my parents in law (time to loose my life to it I guess then and finally give in), however upon trying to install my powerbook decided that disk 4 was a reject. I looked at the disk and noticed that despite the shrink wrap pointing to a not damaged disk ever before seen by anyone, the disk itself was marked and scratched. A few of the other disks looked like some small rodent had been doing an ice dance on them but this disk was the worst.

I did a fair bit of muttering and pottered after the muttering over to amazon where it was brought and with dread from other online store return procedures, proceeded to find out how to return an item. The first surprise was how easy it actually was to do a return. A simple few mouse clicks and easy form filling and my printer spewed out a label and all the bits needed to send it back. My return was now being processed and I had 30 days to return the item.

I was happy with this if not still a bit muttery about the fact of having to wait to get another one once this one had been returned. However, I was happy all appeared to go smoothly and vowed to get a jiffy bag in the morning to return it. About half an hour later though an email plopped into my inbox stating that Amazon were sorry for the problem and a replacement would be sent out straight away. Today I even got the shipping confirmation (express delivery too which was a bonus) whilst queuing in Sainsburys – that cheered the boring food shop up no end. All I have to now do is return the dud one within 30 days and all will be well.

It’s probably an odd world where such a simple and expected behaviour by a company makes me have a happy dance. Maybe it’s a sign of the way all too often you are treated by customer service that seems to serve nobody bar the company. Amazon have for me never put a foot wrong really, it’s not the same for everyone I am sure. The only issues I have ever had are due to the delivery people assuming just because it’s in our gate (ignoring the fact that this is only 1/2 meter from a main road and open), that it’s been signed for by the invisible me that obviously waits outside the house when I am not in. I’ve only thankfully had 2 rain + cardboard = crying incidents as a result of the loose terms the delivery company place on signed for delivery.

The way I was treated really warmed my heart and today what should happen but another company come up trumps on the making you feel special-o-meter. Wufoo sent me a Christmas card. It was a great surprise when I got up as it’s handwritten and even has a sticker for added happy dancing.

It doesn’t take much to do what both these companies do, but it sure is making me like them more. It is also in turn making me wander why other companies that have had my custom all year aren’t trying like these. It takes nothing really in the scheme of things to do such things and treat customers like they are valued – which as they are in money terms they can be nothing but valued as keep the service going. Something maybe for people to consider the reaction to such small actions that even a seasoned sceptic like me can muster.