Positive Customer Service Experiences when things go wrong

Marty06

We often share tales of poor customer service, and people understandably tend to post only when they are annoyed at being treated badly. But are there any companies which consistently do well?

I guess I am meaning not just places that provide the service they say they do (there's many companies I've never had to complain to but they are not particularly remarkable - they simply generally give you what you pay for), but I am meaning that when things do go wrong, do these companies quickly accept their mistake and provide recompense?

For example, my one example of outstanding customer service was a £25 M&S gift voucher and refund of delivery cost form a well-known bed company when they did not deliver my bed on the day they said they would. What was remarkable was that they sent this without me even asking! Of course, I would have liked the bed delivered when they originally said, but I'm prepared to accept things go wrong - the question is how companies respond to this. In this case, what I remember is not that they were late with the bed, but that they gave me £50 back to say sorry.

Are there any companies we should be dealing with without even considering others? Or is it all just luck as to whether you get someone helpful at the end of the phone?

And as a related question - would you rather moneysave and go with a company which gives you hassle when things go wrong, or pay a bit extra and save time and energy by dealing with a customer-friendly company?

Apologies if this has been covered on another thread anywhere.

wolvesinwales

The measure i use for any company is how they deal with problems if something goes wrong, in an ideal world things wouldnt but i have always worked in logistics so know how many chances there are for things to go wrong in a supply chain.
Off the top of my head i have always found bargaincrazy to be very good. Most parcel companies tend to employ a certain sneering couldnt care less sort of person. I always find Tyre depots to be the same too which is why i now have mine fitted at home by the excellent Etyres , i used Blackcircles in the past but after trying to get an appointment changed once and being answered with grunts i learnt my lesson.

Best example i have heard of is a Sofa company in S Wales who were delivering to a friends house in the Midlands , the driver phoned on route to say he might be 30 minutes late , then phoned later with an update that they were now back on time ! She decided she didnt like the sofa after 2 days so the company called and picked it up and gave her a refund !

Nile

Hello Marty06

Some people post their positive comments in The '5 star' Service' board.;)

You may find your thread is moved across by a Board Guide.;)

Regards

Nile

lizzie_dripping

A few years ago I ordered a large Brio type road/rail set online from ELC for my DS, then 3.

I ordered it in mid November knowing there was a delay in delivery and it was due around 15th December.

To cut a long story short, it didn't arrive despite numerous chase up phone calls. I had resigned myself to not getting it before Christmas which wasn't a huge problem as he had other presents to open and, at 3, wouldn't have been too bothered.

At 10am on Christmas Eve I got a phone call from ELC customer services asking if the item had been delivered, when I said it hadn't they arranged for one to be delivered to me by taxi from Lakeside Shopping Centre, some 25miles away.

Mistakes happen but it is how they are dealt with that's important.

wolvesinwales

Just remembered another example of good and bad with the same company.
I went to Screwfix direct in Cardiff to order a radiator but it was out of stock , i paid anyway and agreed tp pick it up 2 days later.
When i went back i had forgotten my receipt and the staffs' attitude was that it was tough and they had no procedure in place to let me take it away , even though i am a registered customer and even offered to pay again using the same card on condition i get a refund when the 'other customer' with the receipt didnt turn up. They wouldnt budge so that was a 70 mile wasted round trip.
I complained to their head office and the branch manager delivered it to me within 2 days and was very apologetic and said there are set procedures in place for such occasions and the staff were just being awkward and were all now down for retraining.

Mark7799

Marty06 wrote: »

And as a related question - would you rather moneysave and go with a company which gives you hassle when things go wrong, or pay a bit extra and save time and energy by dealing with a customer-friendly company?

I'm definitely in the latter category - service is more important to me than price (when I can afford it:D )