The Customer Authority

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

Submitted by Tammy Galloway from Cumming, Ga:

Best Customer Service, Hands down

It is sad that good customer service is hard to come by these days. But when you are on the receiving end of a good customer experience, it really causing you to step back and take notice. I had one of those experiences this past weekend, and I just have to pass it along.

Last March, my husband bought me a MacBook through Amazon. It is great and I love it. Just five weeks after receiving the computer I was diagnosed with breast cancer. The medical procedures and the whole experience took over our lives, and we forgot to register the computer’s extended warrantee we had purchased with the computer. We didn’t even think about the warrantee until a friend purchased a MacBook recently and the extended warrantee was mentioned. Unfortunately, we were two weeks over the one year purchase date. We took the computer and the paperwork along with the receipt to the Apple Store at North Point Mall. They were unable to assist us and referred us to the customer service number on the warrantee information.

Needless to say, we were not optimistic that Apple was going to accept this delayed registration. We called Apple’s customer service and told the representative the full story. Without hesitating, he said, “No problem. I can take care of that for you right away.” And he did. It was great. By the end of the short phone conversation it was registered. And the representative ended his call by asking about my health and wishing me all the best. Finally, a company who believes in customer service and gets it right!

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!

**********************************************************

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!