The following customer service story was submitted by Sarah Mitchell from Fremantle, Western Australia. I have to say I absolutely love this story! Not only does it emphasize a child’s despair and a mother wanting to do anything to fix it, but it also demonstrates a touching example of how some companies can and will go above and beyond just to make a customer’s day. It obviously was not about the money or anything else for this business, it was about generosity and making people happy. I don’t think they could have done any better! Read on for a great story:
Hi Michelle,
My son recently purchased a “destination” piece to go with his Thomas the Tank Engine set called Toby’s Windmill. He’s five and used his birthday money. It was a big deal. The set included the windmill that attached to his existing track, two wooden flour barrels and a cart to carry the barrels along the track to the windmill.
The same day he bought it, the flour barrels went missing. He was crushed. I felt bad for him because there had been other kids playing with his new toy and no one seemed to know what happened to them. I started to look around for replacement parts and couldn’t find anything. I began to search on-line with no luck. The manufacturer’s website had no information about purchasing extra parts. I even looked on eBay.
I contacted a specialist on-line toy train company here in Australia called Toot Toot Toys. I explained my dilemma and asked if I could purchase replacement parts from them. They wrote back and said they couldn’t help me but had forwarded my letter to the manufacturer, Learning Curve. I expected this was another dead end.
Shortly after, a customer-service representative named Jessica Lee from RC2 Learning Curve Australia contacted me about my request. We exchanged a couple emails. She told me they had extra flour barrels. When I enquired about the price, she told me they would be free of charge. She then wrote back and asked me if I would like to have the package addressed to my son because she knew little kids liked to get their own mail.
A week later, we got a parcel in the mail that had two replacement flour barrels, a cart to carry them in, a “Thomas and Friends” storybook and a new catalogue. Inside was a handwritten note to my son wishing him lots of fun and signed “From Thomas and all his friends”. Needless to say, I have one delighted little boy on my hands.
I’m delighted as well. My problem has been solved. I didn’t incur any charge. The customer service representative went out of her way to personalize the service for my son. They included extra product in the package.
So hats off to www.toottoottoys.com.au and to RC2 Learning Curve Australia, especially to Jessica Lee.
Jessica Lee
Customer Relations
RC2 Australia T/A Learning Curve
PO Box 653
Mount Waverley VIC 3149
Tel: (03) 9550 3640
Fax: (03) 9550 3670
Email: jessical@rc2aust.com.au
Website: www.rc2aust.com.au
Cheers,
Sarah Mitchell
Fremantle, Western Australia
