Kwazy
Shared on Mon, 04/14/2008 - 16:34Good customer service is getting to be a forgotten art...like operating a sewing machine and sneaking into pay toilets. The one unifying customer service experience of many on this site is speaking to heavily accented people with regards to rings of red death. But today, I actually had a good experience. Nay, most excellent experience.
In addition to the Beast, we also have two cats. They're not normal cats, but rather some sort of feline-mutant super-creatures. The tom in particular survived among other things two years in a fraternity house in the mid 90's. They walk tall, look sharp, and eat, piss, and shit a ton. Last August I purchased a PetSafe Simply Clean Litter Box System from Amazon.com. It is a simply brilliant design, whomever came up with it should have a job at NASA. Unfortunately, it is also a complex design relying on precision parts including two synchronous motors. In an effort to keep costs reasonable, some of other plastic pieces are not necessarily up to grade allowed a plastic bag to wind around a rotating shaft and thus caused a motor to fail.
I called up the Customer Service number for the company, told them my problem, and asked if I could order a motor. Though the box is considerably past it's 120 day warranty period, the representative instead told me they'd just send out brand new unit completely free of charge. They said the don't even need the old one back. Note that this product was pricey to buy and likewise to ship due to it's size and weight. Wow.
Couple of other notes about the call:
-I spent less than five minutes navigating the menu tree and on hold
-The representative spoke perfect English and was as far as I could tell from the Midwest, not the far East
-When I was done with the call, I was happy, smiling, and not in need of a stiff drink
-But, I had the drink anyway
I would buy a product from this company again based solely on this experience.
Micro$oft, are you paying attention?
In addition to the Beast, we also have two cats. They're not normal cats, but rather some sort of feline-mutant super-creatures. The tom in particular survived among other things two years in a fraternity house in the mid 90's. They walk tall, look sharp, and eat, piss, and shit a ton. Last August I purchased a PetSafe Simply Clean Litter Box System from Amazon.com. It is a simply brilliant design, whomever came up with it should have a job at NASA. Unfortunately, it is also a complex design relying on precision parts including two synchronous motors. In an effort to keep costs reasonable, some of other plastic pieces are not necessarily up to grade allowed a plastic bag to wind around a rotating shaft and thus caused a motor to fail.
I called up the Customer Service number for the company, told them my problem, and asked if I could order a motor. Though the box is considerably past it's 120 day warranty period, the representative instead told me they'd just send out brand new unit completely free of charge. They said the don't even need the old one back. Note that this product was pricey to buy and likewise to ship due to it's size and weight. Wow.
Couple of other notes about the call:
-I spent less than five minutes navigating the menu tree and on hold
-The representative spoke perfect English and was as far as I could tell from the Midwest, not the far East
-When I was done with the call, I was happy, smiling, and not in need of a stiff drink
-But, I had the drink anyway
I would buy a product from this company again based solely on this experience.
Micro$oft, are you paying attention?
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Comments
Submitted by Anonymous (not verified) on Mon, 04/14/2008 - 16:44
Submitted by microscent on Mon, 04/14/2008 - 19:45
Submitted by AutumnRocks on Mon, 04/14/2008 - 20:42