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Why can’t all companies be this good ??

stewarta13wsb
Grafter
Posts: 449
Registered: 01-08-2007

Why can’t all companies be this good ??

By all means call me a cynical dog, but over my 50 odd years I have been frequently disappointed, if not totally incensed and disgusted, by the average company’s Customer Service.

Here, for those who chose to read it, is a genuine (no I don’t work for them, or have shares) experience of what Customer Service SHOULD be –

About 3 years ago I received a gift of a Logitech cordless keyboard and mouse. It’s been great, no problems until the other day when the mouse stopped charging its internal batteries.
I looked on-line for a replacement, but wasn’t sure which new model would work with my keyboard, so with that instant expectation you get of wasted time and money, I decided to phone the help desk number. And this is where my story really starts…
No ringing for ages, it was answered in 2 rings! No Indians or Pakistanis that I couldn’t understand or couldn’t understand me (like Dell or AOL)– I think he was Swiss but with perfect English. No 3 to 4 minute wait while you work your way through an automated system (like BT or Sky) – just a real person, straight away, that we could each understand. And it just got better…

Although I wasn’t sure of an exact purchase date, and although I had no receipt, I was told I’d get a free replacement – it was still covered by warranty!!
Better yet, they wouldn’t just replace the mouse but the whole system (keboard included) and it’s here – it arrived within 3 days!!!

I know what company I’ll use for my next purchase – if Logitech make it, I’ll buy that brand in future.

Thanks for listening, and I hope it helps your decision making process sometime.
6 REPLIES
ady
Grafter
Posts: 289
Registered: 25-09-2007

Why can’t all companies be this good ??

wow thats great, 3 years on and still warranty covers something, and the manufacteur sticks to it.

nice to hear good stories, rather than the doom n gloom of adsl Cheesy
Community Veteran
Posts: 6,983
Thanks: 8
Registered: 10-04-2007

Why can’t all companies be this good ??

I had a similar experiance with D-Link when a router died.
They answered straight away and the only question I was asked was the serial Number on the back of the router.

New one arrive in 2 days.

Brilliant service.

Can't say the same for Belkin though as they never replied to a question about one of their routers

By the way stewarta13wsb I just love your Avatar Smiley
N/A

Why can’t all companies be this good ??

Nice to hear that customer service does still exist in some shape form or size.
I suppose that the closest I could currently get to that is having walked into the Lloyds and wanting to open an account. I told the lady I had approx 10 minutes in which to do it and get back tot he car. She told me not to worry, true to her word, 3 minutes and 14 seconds later I was walking out with my new account details. And who said that its a long process?

I have found D-Link to have also been good when needed ( last time was when the G624T was having teething problems and an incompatability with FF ). Although a little hit and miss depending on who you get and how their day has been, I have to admit that Level 1 was outstanding. Level 2 was said to take 48 hours to get in touch also...2 hours later I had an email Smiley

We can but marvel
N/A

Why can’t all companies be this good ??

I would also like to sing the praises of Logitechs CS.
My brothers DFP pedals started playing up the other day. Sods law being what it is, this happend 3 days after his warranty ran out.
He gave them a ring anyway on the off chance they would be able to help him. His call was answered within seconds. After a quick chat the guy from Logitech said 'no problem sir we will send you a replacement straight away'
True to their word , less than 48 hours later my brother was in possesion of a new set of pedals AND a new wheel.
Result....they have a customer for life.
Fantastic...now why cant all companys operate like this? Keep the customer happy and they will keep coming back.
Stories like this then bring in new custom. I for one will be buying Logitech from now on. They obviously know how to run a business .
Community Veteran
Posts: 6,111
Thanks: 1
Registered: 05-04-2007

Why can’t all companies be this good ??

I've never actually had experience with Logitech's CS, but I've often seen that they have a good reputation, so I guess that's why. As for my own experiences, Belkin were Ok when my router's PSU died - in that they were happy to send me a new one out ASAP, but IIRC it took them a while to respond to my e-mail request for a replacement in the first place. Apple's support seems good: my mum's iPod Shuffle stopped working a few months ago, and we were able to order a replacement online for her, which turned up a day or two later by courier - who then waited to collect my mum's old Shuffle off her too. I also seem to recall that Lego had good CS - I once had a couple of broken Technic pieces and they replaced them no problem... but that was years ago so couldn't say what they're like now.

Thomas
stewarta13wsb
Grafter
Posts: 449
Registered: 01-08-2007

Why can’t all companies be this good ??

Quote
By the way stewarta13wsb I just love your Avatar Smiley


I'm not the best at DIY - when I saw it I just new it was me Cheesy