Garrett is as Garrett does

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'Garrett is as Garrett does'

Breaking News: Good Customer Service Found!

May 29th, 2008
by garrett

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I recently bought the wife a few trinkets, baubles, and some assorted wildlife ( as well as something for myself ) as seen below. By the time it got to my door, only one of the eleven pieces of glass was broken. It was cleanly snapped in two, indicating that it was either like that before it was shipped to me or simply settled wrong during shipment.

The vendor’s normal policy is to have me ship it back to them for a replacement, while cover the shipping costs all around. But this was broken glass, so I called to ask for a partial refund. Expecting the worst, I was pleasantly surprised by that rarest (and getting rarer) of all commodities, good customer service. The rep ( Thanks, Debra! ) was friendly, courteous, apologized for the damage, and offered to send a whole replacement kit. I asked about just getting a replacement part, but they weren’t able to do that. And since I paid for rush service, they’re sending the replacement as 2-day as well. Total: 4 minutes, 47 seconds between picking up the phone to dial the number and hanging up with a replacement kit on the way.

This is how you keep customers…

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