Merry Christmas after all…just a little bit late..

25 Dec

I’m impressed.  And pleased.  And my faith in the desire for big corporations to actually have HAPPY customers is restored:

In a testament to the power of the written word when it is aimed at the top executive in a company, I actually received a reply same-day from the CEO of Computer Manufacturer not-directly-mentioned in my prior post, saying that he would look into this matter immediately, and thanking me for bringing it to their attention.

And a subsequent e-mail from a very senior executive in the division that “owns” PCs, saying that she would assign a member of her team to investigate and resolve this issue.

And a follow-up message from that same very senior executive to tell me who on her team she had asked to handle my problem.

And a subsequent phone call from an “Executive Customer Experience” representative mid-afternoon on Christmas Eve to offer me the following resolution to my customer satisfaction issue:

  • $700 in electronic gift certificates good at the corporation’s e-commerce site
  • a pre-paid FedEx slip and fresh box in which to return the damaged and not-fully-functional computer
  • a really sweet apology

That is so much more than I was expecting.  Honestly, even when the CEO answered my e-mail, I was hoping for and would have been very, very pleased with a new front cover for the old PC and a free set of recovery disks so that I could fix the little problem.  Or, you know, a free upgrade to Win7 would have worked, too (hehehe!).  So.  I’m impressed, but I also know that I would never, ever have gotten this result had I not sent an e-mail to the very top of the corporate food chain.  Getting the attention of the biggest of the big at a company to say, “Your customer service sucks, and I’ll never buy from you again”, even when you are just Average Jane Consumer, is very effective (and I knew that, going in, that’s why I did it).  Sadly, that’s not an option that is always open to the average, everyday consumer.  I only had that option because I used to work there, so I know the CEO’s name and e-mail address.

But, anyway:

Merry Christmas to all

who celebrate this day! 🙂


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2 responses to “Merry Christmas after all…just a little bit late..

  1. Lisa

    December 25, 2009 at 2:07 pm

    Yes!!!! I’m so happy for you!!!

  2. mildawg

    December 25, 2009 at 3:45 pm

    Merry Christmas, and fantastic end to the story.


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