Customer service.

First the Bulb.

 

Everyone talks about bad customer service, but you never hear about the good customer service.   Last night the bulb on our DLP TV burnt out. Yes it happens, but we only had this bulb for a month, the original bulb lasted for 3.5 years. So, I’m a bit ticked off. The Company’s name…Apex Lamps (Apexlamps.com) I tried to call them Sunday, but their office was closed; this is the normal start to a bad customer service experience but today I called during their business hours. 

 

I talked to a young sounding woman who asked what the problem was. I said that the bulb I got from them burned out. She said, ok, not a problem, if you can hold I’ll let Will know there is someone looking to talk to him. It wasn’t 30 second and I was talking to Will, their returns guy, he asked my name, and pulled up everything on our order based on that (no odd customer numbers or order numbers, just my name.) he asked if it was the Samsung bulb, I said yes, he said, no problem, I’ll email you a prepaid shipping label, just drop the old bulb off at a UPS store, and email me the tracking number, once we get confirmation that it shipped I’ll rush you the new bulb. Wow, no hassle, not please hold while I send you to 3 different people each as clueless as the next, they were fast, kind, and shipping me a free replacement bulb in less than 3 min.

 

 

The second issue. FitBit.com

 

This one was my fault, I forgot to check my wife’s pockets while I was doing the laundry (yes I do the laundry) and ran her FitBit (a digital/wireless/internet linked activity tracker) through the wash. Killed it, stone dead, an ex-fitbit. So I sent their support line an email explaining what happened and hoping they would have some suggestions, and they did. Put it in a bowl of instant rice. Um….ok. 24hours later, it worked again….for about 30 seconds.   The battery was shot and the display barely worked……crap. Now that it kind of works they’ll never take it back…..Wrong, I said that it still had a charging issue, and bam they are sending me a free replacement, asking only that I write them a review of the Fitbit….Done, no problem, info sent, a 2 page review and the new Fitbit will be in the mail shortly.   This was an awesome response for an issue that was, hands down, caused by me.

 

There is such thing as good customer service

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