Quote:
Originally Posted by Indizine
now this is a good example of why there is plenty of business out there for good companies who are efficient and look after their customers, exisiting or potential.
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Exactly! I'm always amazed at this kind of story, where so many companies seem to miss the opportunity to go the extra mile and turn a bad experience into a great one. I don't expect the companies I deal with to be perfect, but I do expect them to do whatever they possibly can to rectify any mistakes they may have made.
I was once let down by a courier who didn't collect a parcel when arranged. The order was time-critical, though not especially high value, but they were a new customer and I just couldn't bring myself to let them down. Having been unable to find any other solution, I ended up doing a 4-hour return journey to hand deliver the package myself.
Having already advised the customer of the courier's failure to turn up, they were stunned to find me on their doorstep with the parcel, and though their happy face was more than thanks enough, they sent the most beautiful bouquet of flowers and thank you card the next day. They also went on to recommended me to over 20 other customers who all ordered from me too.
I know not everyone will respond to 'going the extra mile' with cards and flowers, and nor should they, but in any situation like this, I would always remember the company who pulled out all the stops to deliver great customer service, and recommend them to others every chance I got.
I'm really sorry to the OP - I don't know the ins and outs of where you stand legally, but morally they should be bending over backwards to sort the problem out for you.