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Hey everyone and welcome to another blog. First off I want to say that blog is the most interesting forum on here, it's fun to read a lot of stories.
Anyway, this topic has come up a lot at work in the last week or so, but then again I do work retail. Yesterday a customer came in with a laptop that she had for a year and a half (the standard warranty only covers one year). She came in wanting to know if we could fix/replace it. At first, we said no because the warranty was expired, but then she started going on about how often she shopped here and how good our customer service was. Of course we went to see if this was true by getting one of the employee to check her recent purchases (we did it sneakily without her knowing). It was true. So we told her we would see what was wrong with it for no charge (usually is $70 just for a diagnoses). Sure enough it was the hard drive. She kind of started getting antsy because she wanted a brand new laptop, which we couldn't do because we didn't even have that laptop anymore, but we told her it was an easy fix. Anyway, because of her customer satisfaction we went ahead and replaced the hard drive for free, all she had to do was pay for the internal hdd. So about $80 replacement for a laptop that wasn't even under warranty anymore.
She was so happy that she pulled out her cell phone and asked us for the district office phone number and called them to tell how good of a job a few others and I did. It's actually a really good feeling when something like that happens. Anyway, we are probably going to get a company wide recognition for it, because that's what happens when a customer calls the district office.
I have to say my best customer service experience was kind of a similar story. I had a 2 year old monitor which was only under warranty for Acer, but I took it back to the store where I bought it. It had about 20 dead pixels and fortunately for me they still sold the same model, but unfortunately they were out of stock. So they called 5 other stores in the area and it turns out that they had it. I of course could not drive at the time and did not want to tell my mom she had to drive 20 miles to the next closest store, so the manager jumped in his car and went and got it for me.
It's pretty awesome when you get customer service where they actually go out of their way to do something for you.
Let's hear your best customer service experience story! If you don't have one you can tell your worst.
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Your worst customer service experience?
It was actually about the best service? Anyways, it was very nice of what you did. To be honest, I never had the courage to bluntly ask people to do it when my warranty expired 6 months ago.
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On November 18 2010 01:51 Sufficiency wrote:
Yea I kind of failed on the title, but you can write your best or your worst.
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United States4126 Posts
I came in here expecting some horror stories. I am disappointed 
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I kept thinking that she was getting loaded with false hope only to get roflstomped. =\
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so the manager jumped in his car and went and got it for me.
wow that's pretty sick customer service right there! I do get the feeling that while i love alot of things about sweden and think generally it's an awesome country to live in, customer service is surprisingly devalued.
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yeah the title is misleading in two ways -- usually you think about customer service from the customer end, and you talked about your best customer service story instead of your worst 
I have to say my worst customer service occurred was when I shipped my desktop computer through UPS across a few states. The computer was in great condition before shipping, and arrived broken upon arrival (the harddrive unhooked during shipping and must have done some damage to parts while flopping around). Luckily, I had paid for shipping insurance. I probably had to call them a dozen times to actually get the process started, and every time I got incredibly rude service. Once I asked to speak to someone's supervisor, and they muttered "asshole..." and just hung up on me without connecting me to the supervisor.
Ultimately, after being forced to take the machine to a computer repair shop to get an estimate of damages and see whether it was in a repairable state, which the repair shop determined that it was not, they sent me a check for $1200. At least it had a happy ending, but I must say that a month of having no computer and dealing with deuchebags on the phone wasn't even worth it.
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On November 18 2010 03:06 AcrossFiveJulys wrote:yeah the title is misleading in two ways -- usually you think about customer service from the customer end, and you talked about your best customer service story instead of your worst I have to say my worst customer service occurred was when I shipped my desktop computer through UPS across a few states. The computer was in great condition before shipping, and arrived broken upon arrival (the harddrive unhooked during shipping and must have done some damage to parts while flopping around). Luckily, I had paid for shipping insurance. I probably had to call them a dozen times to actually get the process started, and every time I got incredibly rude service. Once I asked to speak to someone's supervisor, and they muttered "asshole..." and just hung up on me without connecting me to the supervisor. Ultimately, after being forced to take the machine to a computer repair shop to get an estimate of damages and see whether it was in a repairable state, which the repair shop determined that it was not, they sent me a check for $1200. At least it had a happy ending, but I must say that a month of having no computer and dealing with deuchebags on the phone wasn't even worth it.
Yeah the title should be "Your best customer service experience". But yeah that sucks dude, never had any of my packages damaged before/
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I am going to ask something very strange but do you happen to live in tucson devil? My friend had almost this exact same thing happen to her yesterday.
Anyways I would say my best customer service was that I got a new TV for christmas and the second I opened it it had a few dead pixels. When I went to get a replacement they didn't even look at the TV to see if I was lying and just gave me a new TV and a t-shirt. I guess that is more of strange but convenient customer service ,but hey.
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No I live in VA. lol @ the t shirt tho
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United States1944 Posts
hmmm... i was on a cruise ship, and there were these buffets. i found a worm in one of the strawberries i was eating, told the waiter about it, and later that night they left us a plate of chocolate covered strawberries in my room  with no worms in them.... so that's pretty good i guess!
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The summer before college I worked as a cashier at a large chain grocery store. I wanted a job over the summer, make some money, you know. I wasn't a big fan of it, it was 8 hour shifts (I commonly got 2-10, which sucks) dealing with grumpy people. I'm not the biggest fan of people, especially strangers, and people can be pretty rude.
The worst experience was this woman who came through my lane and wanted to buy this grill. I scanned it, and it came up at a different (more expensive) price than what she expected. She thought it was 50% off or something. I called for a price check, someone comes back, she had grabbed the wrong grill, the one next to it was on sale. She claimed that that grill was on the shelf with the sticker for the On-sale grill, which meant that the store should give her the price, because it's clearly a terrible mistake. She was being a bitch, started cursing, and a woman behind her asked her to stop, because this second woman was holding a young girl. Well, the grill-woman got mad, stormed off to find the manager and show him the shelf with the price tags. I put her order on 'suspend' so I could resume it later, then moved on to the next woman with the kid, apologize, and finish ringing her up. Grill-bitch-woman comes back, flips a shit because I've helped the next customer, then swears some more, and goes to talk to the manager. He ends up giving her the more expensive grill for the better price.
Best day however, I was working a normal cashier lane, but this was the one closest to the grocery side of the store, so my lane always had people in it. It's #2, every cashier hates #2 because people would rather wait in line there than walk down 5 more lanes. Some nice woman comes through and offers me a mini banana-nut muffin from the package she was buying. Nicest person ever.
Edit: Forgot the weirdest customers. This family comes in, looks like 3 generations. Two young kids, someone who is likely the mother (a little on the younger side), and a likely grandmother (again, young for a grandmother) come through my lane. The only part what they bought that I remember was 20 boxes of lube. 20. I counted. It took every bit of my will power not to crack a smile, because honestly, who the fuck goes to the grocery store with 3 generations of family to buy 20 boxes of lube. Half was KY brand, the remaining was store brand, I would assume they bought us out.
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On November 18 2010 07:05 Molybdenum wrote:
The summer before college I worked as a cashier at a large chain grocery store. I wanted a job over the summer, make some money, you know. I wasn't a big fan of it, it was 8 hour shifts (I commonly got 2-10, which sucks) dealing with grumpy people. I'm not the biggest fan of people, especially strangers, and people can be pretty rude.
The worst experience was this woman who came through my lane and wanted to buy this grill. I scanned it, and it came up at a different (more expensive) price than what she expected. She thought it was 50% off or something. I called for a price check, someone comes back, she had grabbed the wrong grill, the one next to it was on sale. She claimed that that grill was on the shelf with the sticker for the On-sale grill, which meant that the store should give her the price, because it's clearly a terrible mistake. She was being a bitch, started cursing, and a woman behind her asked her to stop, because this second woman was holding a young girl. Well, the grill-woman got mad, stormed off to find the manager and show him the shelf with the price tags. I put her order on 'suspend' so I could resume it later, then moved on to the next woman with the kid, apologize, and finish ringing her up. Grill-bitch-woman comes back, flips a shit because I've helped the next customer, then swears some more, and goes to talk to the manager. He ends up giving her the more expensive grill for the better price.
Best day however, I was working a normal cashier lane, but this was the one closest to the grocery side of the store, so my lane always had people in it. It's #2, every cashier hates #2 because people would rather wait in line there than walk down 5 more lanes. Some nice woman comes through and offers me a mini banana-nut muffin from the package she was buying. Nicest person ever.
dude I hate people like that grill lady, I deal with them every shift T_T that lady with the muffin sounds nice tho <3
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I work in a Helpdesk so not many stories of nice reverse customer service for me but,
Worst - This one guy had been working on his "big document" for most of the year not within our Document management system that's backed up, but on his C:\ his pc dies and I get tasked with fixing it, find out his HDD is dead and go to let him know in person, ten minutes later he's being dragged from the building by security after first throwing a monitor at me and then proceeding to rampage through the office kicking down any cubicles that dared get in his way
Best - After spending about a week and a half fixing up a problem for a lovely japanese admin officer that was plaguing half her branch I came in one morning to find a cute little bento all for me ^_^
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Osaka27154 Posts
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On November 18 2010 08:42 Manifesto7 wrote:
Edited the title.
ty
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Despite being very friendly, I do my best to avoid people at work. I'm glad I am lucky enough to work in an anarchist grocery store. If I was being paid minimum wage and forced to wear a little uniform with no benefits, you'd never see me help a customer unless they were female and attractive.
I always seem to run into nice people at work. I tend to think it is just because I am fairly cheerful.
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I remember once I was trying to get a fridge because me and my gf just moved to a new house. We heard that at Lowe's there was one on clearance because they weren't making them anymore an it was a pretty damn nice fridge, 1600 retail was selling for 750. I drove to the nearest Lowe's with my girlfriend and we started looking but didn't see it so we talked to this guy Chris who was the fridge guy for that Lowe's. We told him what we were looking for and sure enough he finds it in the computer but that Lowe's didn't have any in stock. He gave us the address of the nearest Lowe's with it in stock (there were only 2 Lowe's that carried it in GA left) and we drove out.
When we get there we start looking around but don't see it so we ask the fridge lady for that Lowe's where it was. She goes to the computer and she can't even find the fridge and keeps telling us that the fridge wasn't there. She started getting all bitchy when we told her the other guy sent us here because he saw it in stock and it just seemed like she wanted to go back to sitting at her chair doing nothing. After trying to get her to find it for 20 minutes she finally tells us there's nothing she can do and she goes "SORRY." in a super annoyed voice.
Me and my gf were feeling pretty frustrated now but then I remembered that Chris gave me his card, so I called him up. In 2 minutes he verified that it was in stock at the Lowe's we were at and gave us some product ID to give to the bitchy lady. We walked back to the bitchy lady wand we told her to look up the product ID and sure enough it was in the back. Defeated, she went back and checked to see if it was there and after another 15 minute wait she came back with a yes. After a week or so we got our fridge delivered and we realized there was a huuuge dent in the upper left which she had completely failed to mention. We figured a $850 dent is something we could live with though so thanks Chris, you saved us.
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Hyrule19149 Posts
I once sold Terrance Howard M&Ms. It was awesome. He didn't really say all that much, but he was pimped out in some crazy clothes
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EPT
