now and ever more

each journey begins with one step . . . a baby step

favorites friday . . . customer service November 8, 2013

Filed under: favorites friday — nowandevermore @ 1:18 PM
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Over the past couple of weeks I have had to contact a few companies about their products.  I don’t know about you, but when I do this I really don’t expect to hear back from them and when I do I certainly do not expect to get anything other than, “we are sorry about your experience and will forward your concern to the appropriate department,” or something like that.  So when I actually have a positive experience I feel the need to let people know.  Too many times we peruse the internet and only see the bad.  This restaurant has bad food, the employees were rude to me, I was treated badly at XYZ, etc.  We rarely hear about the good stuff.

I received a Go Pod as a gift from my Amazon registry last year.  Well, about 2 months ago I finally had the need to use it and when I took it out of the box one of the brackets on one of the legs was cracked.  I thought for sure any type of warranty had run out, but I took the chance and emailed the company.  I let them know when I got it and how I just now looked at it.  I was surprised to get an email back.  And it wasn’t an automated email.  It was from a real person (at KidCo) with a real name and email address.  Her response was this, “Sorry to hear you opened the GoPod and found it broken.   Can you please send me a picture of the GoPod along with the broken piece.  Let me know also where you purchased it from and if you can find the manufacture date on a white tag on the bottom of the GoPod.   Once I take a look at that, I can contact you back about replacing it for you.”

Replacing it?  Wow!  I had not expected that at all!  I sent a picture and then I had to send another picture after I had “altered” the Go Pod and then she let me know they were going to send me a new one and I should have it in a couple of days.  I am sure they ask you to alter the product because otherwise people would find ways to take advantage of the system.  Anyway, a couple of days later I had the new, unbroken Go Pod and Lil’ guy loves it and it really helps when we take trips or just to put him in there when I need a moment with free hands.

Then there was an issue with the diapers I was using.  I LOVE Pampers.  But all of a sudden Lil’ guy started having urine leaks at night.  This was about 3 months ago.  It wasn’t all the time and only at night.  So I tried a different brand (which was no good!) and in the meantime I contacted Pampers and asked for their help.  They told me that even though his weight limit fell within the range on the package, I should try a size up.  Well, this did the trick and on top of that they sent me coupons!  Love it!

Then I had an issue with a Gerber product.  It is kind of embarrassing to talk about this but it happened and I own it.  I purchased some of the Lil’ Bits Oatmeal cereal.  When I got home I attempted to open it.  I saw that it has a pour spout, but there was a seal on the opening.  So try as I might, I was finally able to pry the lid off.  When I did this the seal was open on one side.  Now I did not know if by prying it off I accidentally opened the seal or it was tampered with.  I did not want to take any chances.  After I had gotten the lid off I noticed that there were threads.  Duh!  Apparently the lid screwed off.  No where on the package did it state this and honestly yes I feel dumb but I just could not tell.  So I emailed Gerber and told them what happened and said that I could not give my son that cereal because I was just not sure if I caused the seal to be open or if someone else did that.  I wished that there was something that indicated the top screwed off.  (Surely I wasn’t the only person in the world to think that it popped off.)  Here is their response:  “Thank you for contacting us about Gerber Lil’ Bits Cereal,  We are sorry for any disappointment or inconvenience you may have been caused.  High quality standards have been established for all Gerber products and we want to know when an item does not meet your expectations.  The information you provided will be passed on to the appropriate personnel here at Gerber.  We have taken this opportunity to send coupons via postal mail to more than replace the unsatisfactory product.  We hope you will use them with complete confidence and satisfaction.”

It was not my intention to get coupons.  I merely just wanted to let them know that maybe it might be a good idea to mark the containers.  I thought perhaps I was not the only person that this happened to, at least I hoped so.  So I was very impressed that they sent me the coupons.

And finally, the Diaper Genie.  About 3 weeks ago, one of the flaps on the diaper genie stopped opening.  It still functioned, but was kind of a pain.  Anyway, I did not expect anything but I thought I would contact them just to see if they had some sort of warranty.  I let them know how long I had had it (over 10 months) and here is the response I got:  ” Thank you for reaching out to us regarding your recent experience with our Playtex Diaper Genie Elite.  Comments from our valued consumers are always welcome, and we were sorry to learn that our product did not meet your expectations. We apologize for this inconvenience and appreciate the opportunity to respond.  We are happy to send you a new unit but will need to retrieve the lid from the unit you purchased before it can be sent. . . ”

I could not believe it.  It was a little strange to mail the lid to them, but I understand they do this because I am sure people will take advantage.  I certainly missed that lid once it was gone.  But I got the new unit yesterday.

So I have had some great experiences with customer service lately.  It sure proves that you should take a chance and ask.  I do not condone people taking advantage of the system though or just doing things to get free stuff.  I worked with someone who, when she went to fast food places for lunch, would always go through the drive-thru when they were busy and then park the car and go inside and tell them they forgot to put something in the bag, like fries or a burger, even though she had a complete order.  This is wrong and I just don’t understand people who do things like that.

Thanks for reading.


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