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.
Merry Christmas to all
who celebrate this day! 🙂