The Multifunctioning DBA

Mar 25 2009   6:01PM GMT

Customer Service Rant Cont.

Colin Smith Colin Smith Profile: Colin Smith

Back on the 17th I posted a rant about customer service. I was having a problem with a warranty company. I am not going to name the company or the Electronics store that sold me the warranty. After that post I continued to have problems getting the light bulb replacement for my TV. I called and called and complained and had multiple managers of at the warranty company tell me that they would take ownership of my issue. I was promised on two occasions about when my light would arrive but it did not show either time. Finally 3 full weeks after submitting my claim for this easy to replace covered part I did finally get the lamp.

Since then I have been contacted by the warranty company’s upper management and they tell me that this light is free and I can still have two more. That is great but if it is this much of a hassle again I would rather just buy my own I told them. They continued on and talked to me about what I thought should be different in order to make other cases like mine better for the customer. I gave them some thoughts and did not hold back about anything. Since that I have been contacted by two more upper management members, one was from The Office of The President of the company, and have been told that they are putting some of my suggestions into action.

That is what really made me feel that they do care. I do not mind mistakes, we all make them, but when it affects a customer in such a negative manner. I expect that the company, or person, that made the mistake to go the extra mile to make it right. I do not feel that happened immediately with this company but I do now. I had also written the Electronics store telling them that I would no longer do business with them if this is the type of company that they choose to do business with. This store also took action and contacted the warranty group to find out what was going on. That to me also is above and beyond since they do not handle the actual warranty. I am going to mention that it was Ultimate Electronics. They, from the first complaint I made to them, took the initiative to try and work it out for me. They also called me back, not only to verify that things worked out, but also to make sure that they did not lose me as a customer and they gave me a $50.00 gift certificate. This was not necessary but it certainly is appreciated and Ultimate has my business for life after this.

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