It doesn't take much to make us happy

Are you as smart as a fifth-grader? Even a fifth-grader would know how to fix this customer service fiasco. 

My husband made me promise not to go ballistic on this computer company until we see how they finally resolve our problem. After weeks of abuse, they've done something to restore his faith in them.

Here's the email trail--with no names, shortened to preserve reader sanity--as a free lesson in the simplicity of customer satisfaction. 

US: Our one-week-old computer is not working right. It locks up every few minutes. 

THEM: If you are unable to shut down your computer properly, I recommend that you follow these steps to help troubleshoot the issue [extensive instructions].  

US: I don’t think you understood my problem. It locks up. The only thing we can do is turn it off with the button and then restart. It happens again and again and again. This has to get resolved SOON. 

THEM: It could be this…or this…or this…. Please tell us where to send a return box, and you can send the computer to us for repair.

US: No, it isn’t any of those things. I’ve done them all. I understand that you prefer to fix the lemon, but we would prefer to replace the lemon.

   

THEM: If you think your system is faulty, you have an option to contact the retail store where you have purchased the system…they could consider replacing the system….

   

US: Maybe it wasn’t clear in the documentation shown below, but the retailer was YOU—online—so you are the retailer I would need to visit with.

   

THEM: I appreciate your effort in providing us with this information. I have set up a return authorization for you. We will send you a prepaid shipping label so you can send the notebook to us. The shipping label and box will be sent out within 2-3 business days. [extensive mailing instructions]

   

US: I didn’t send you the lemon last week because I needed to find a machine for my wife and get her data on it so that she would have something to use while we wait for the lemon to be returned to us. So, today I am packaging it, and you know what? – NO SHIPPING LABEL. I have a box but no label. No other mail received from you. This is kind of disappointing. I still feel that the best option is to send us a clean machine matching the specs of this one (except that it works) and we will send you back the lemon. PLEASE SEND US A REPLACEMENT—TODAY. 

   

THEM: To further address the issue, please note that many of the shipping labels are sliding under these flaps during shipment or are placed underneath the original labels. I apologize but we are unable to provide your request for a replacement system since the system has not been diagnosed yet properly.

   

US: Only cardboard under the label. Nothing under the flaps. No label. No return address. Just a lemon.

   

THEM: I have already forwarded this information to our proper channels and we will contact you regarding this matter as soon as we have the proper information for this issue. Our response to your message will be delayed so we can research more to find the information necessary to quickly resolve your issue/answer your question.We try to answer all of our customers in a timely fashion, but in this case we would ask you to allow us to research and then get back to you with either an update or our response to your message.

   

US: We have been struggling with this computer since we got it. I have reinstalled, I have moved my wife’s data on and off, now I am trying to return it for repair. BUT FRANKLY, because of the problems I’ve documented, I am losing patience with the repair route. I am busy and travel. I can’t deal with the continued delay in getting this resolved. I want a replacement computer—NOW. [Note: this is my husband in Jack Bauer mode.] I have spent $5,400 with your company in the last two months on two separate computers. I have a third that I purchased two years ago. I like the products except for the lemon and would buy again—but that depends on how this gets resolved.

   

THEM: I understand that you are missing the return shipping label, note that this concern is already forwarded to our proper channel and it is currently under escalation. I recognize what a displeasure this could be and I could relate to how inconvenient situations like this. However, rest assure that your concern is on the top of our list. And once we receive your system, our pair personnel will do everything to address the issue of your system and to serve you in a way that you deserve. [Note: I have reproduced their email here, errors and gobbledygook and all.]      

    

So why does my husband suddenly have faith in this company again? Well, he got hold of a real human being on the phone--one who exhibited appropriate astonishment and dismay at the turn of events, apologized sincerely, and said--in  clear English--that he'd fix the situation.

   

Maybe he will; maybe he won't. The point is, THAT’S ALL IT TOOK to undo, at least temporarily, weeks of ill treatment on the part of his company. Good grief. Makes you want to throw something against a wall....

   

For great customer service insight, go here and here and here.

Comments

[Phil Gerbyshak]

Jane - this is a TERRIBLE customer service story that I'm very sorry you had to live through.

I don't know if it's fear on the rep's end or what, but this should have been escalated to a manager after, say, the 3rd or 4th call. Ridiculous that it wasn't, and worse that your husband didn't get someone to OWN THE PROBLEM until your last interaction.

Here's hoping you get something worthwhile back from this company. I am still waiting for my phone call from my (least) favorite pizza place. It's only been 2 months, but I'm patient.

[Jane Greer]

Thanks, Phil. Um...if I were you, I wouldn't sit by the phone waiting for the call from the pizza place.... :-)

JANE

[Phil Gerbyshak]

Um Jane, I haven't been able to eat, sleep or watch TV since Valentine's Day. This is KILLING ME :)

Seriously, I am not worried about it. What I learned from this pizza experience is more valuable than the $21.05 (I even had to give the driver a $3.00 tip ahead of time).

And I didn't really like their pizza anyway.