Today marks the beginning of the “Best and Worst Customer Service Story” weekly feature!
I’ll be taking story submissions from readers based on your customer service experiences. Whether they’re good or bad – I want to hear them all! The best stories will be chosen weekly and featured each Wednesday. If you want to share your story, just go to the “SUBMIT YOUR STORIES” page and send your information to me!
Today’s story is from Sara Foltz from Atlanta, GA and is about the great customer service she received from Dyson. Enjoy!
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So I was trying to vacuum up the copious amounts of pet fur in my house and
a I realized that my vacuum had stopped sucking. (Normally, when something
sucks, you don’t use it, but not the vacuum). It’s the Dyson Animal vacuum,
a purple one, and I had only been in possession of it for about 7 months when
this incident occurred. The first plan of attack was to get out the instruction
manual and go through all of the troubleshooting. When none of that worked,
I called the customer service number; honestly not expecting much because of
previous telephone support experiences from other companies.
Right off the bat I was surprised because:
1. A real person answered the phone relatively quickly
2. They spoke English clearly and as a first language
3. I was not transferred to 8 different people
I spoke to one support representative and she walked me though all of the items
in the troubleshooting portion of the manual. I tried each of them again as she
provided additional detail as to why each check was important. When none of
that worked, she suggested something else regarding the bottom plate over the
brush. I look at the part and immediately realized that this was the problem. She
walked me through how to fix it and how the piece needed to go in to function
correctly. Her descriptions and patience with me were amazing. When the problem
was resolved I asked to speak to her manager so I could compliment her great
service. Everyone should be so lucky as to have this kind of telephone
customer service experience. Dyson ROCKS!
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