Hi Scott,
Yeah, and guess who usually buys Western Digital almost exclusively. :))) One more that was equally good, but not IT related. Long ago, I used to manage an apartment complex. Tough job, you can never really go home from work. Anyway, two brothers owned the complex and I got a monthly paycheck signed by one of them. Unknown to me, they transferred ownership of the apartment complex to a corporation they owned jointly. End of the month, I get my monthly paycheck, deposit it, mail the monthly bills, buy groceries . A couple of days later, I get a call from my bank. My paycheck didn't go through - both brother's signatures now required, check just had the one. Could have been a disaster of bank charges. First Interstate let me come pick up the check, get the signature, and take it back to the bank the next day. No fees, no bounced checks, they just held the checks "in processing". I sure wish First Interstate hadn't folded. Anyway, the way I look at, stuff happens. People make mistakes. Do something wrong or fail to do something right. It's what they do about it that counts. It also counts a LOT when they care and when they make it right without a bunch of wrangling about it. It's also important, IMHO to tell folks what a good job they've done - whe n they do a good job. And tell their boss. I am sure that most bosses only hear the bad stuff. That's the wrong thing for customers to only say something about the bad stuff. My Mom used to ask to see the manager. Folks always asked what the problem was, looked worried or fearful. I was in Fry's a couple of weeks ago, buying my new 3TB Western Digital drive. I received exemplary service from one of the guys on the floor, so I said nice things about him to his boss. Could have knocked that boss over with a feather, and that's a real shame. Linda ----- Original Message ----- From: "Scott Ford" <scott_j_f...@yahoo.com> To: IBM-MAIN@bama.ua.edu Sent: Sunday, March 4, 2012 10:25:27 PM Subject: Re: Customer Service, the good and the bad... Linda, Wow...think that's great Sent from my iPad Scott Ford Senior Systems Engineer www.identityforge.com On Mar 5, 2012, at 1:14 AM, Linda Mooney <linda.lst...@comcast.net> wrote: > Greetings! > > > > This happened to me a good while back, but it's worth remembering. > > > > I had a Western Digital PC hard drive fail three weeks before its warranty > ran out. They replaced the drive, no problem, and with a larger capacity > drive because the drive I had was no longer being made. > > > > This is where it gets really special - > > I get the drive in , it works fine, so I start the restore from my tape > backup, and the tape drive EATS the tape. That tape backup had never given > any problems before. > > > > Called Western Digital to see if they could do something. The old drive had > a large bid on it that was due to be released a week or so later. They fixed > the drive motor on the drive, overnighted it back to me, no charge. All they > asked was that I send the old drive back to them again after copying my data > off. They even included a postage paid label for that. > > > > All I did was to call them, explain the problem nicely and ask if there was > there anything they could do for me. > > > > Linda > > > > ----- Original Message ----- > > > From: "Gabe Goldberg" <g...@gabegold.com> > To: IBM-MAIN@bama.ua.edu > Sent: Sunday, March 4, 2012 1:54:14 PM > Subject: Re: Customer Service, the good and the bad... > > Long ago, a friend had an IBM PS/2. The monitor failed. > > Being a mainframer, she called hardware support -- the same number she'd call > for a broken mainframe. IBM promptly dispatched a CE to her house; he > replaced the monitor, cleaned up any mess, and departed in his unmarked white > van. > > More recently, article I wrote about complaining -- mostly good news but some > failures: > http://archive.slickdeals.net/f/1979348-Creative-Griping-Makes-Friends-and-Brings-Rewards > > > And other interesting articles... > > "The Very Picky Customer" > http://boss.blogs.nytimes.com/2011/07/27/the-very-picky-customer/ > > "What Satisfying Picky Customers Can Mean to a Business" > http://boss.blogs.nytimes.com/2011/08/18/the-critical-5-percent-of-customers/ > > "Five ways your customers say they are unhappy" > www.theregister.co.uk/2011/03/30/crm_customer_satisfaction/ > > PeopleClaim: Taking Complaints Public Via the Web > bucks.blogs.nytimes.com/2011/05/25/peopleclaim-taking-complaints-public-via-the-web/?nl=your-money&emc=your-moneyema4 > > > Bottom line, complaining wins MUCH more often than not, and keeping quiet > NEVER wins... > > Robert Prins said: > > I hope this doesn't offend anyone, but here's a short story about > customer service... > > -- > Gabriel Goldberg, Computers and Publishing, Inc. g...@gabegold.com > 3401 Silver Maple Place, Falls Church, VA 22042 (703) 204-0433 > LinkedIn: http://www.linkedin.com/in/gabegold Twitter: GabeG0 > > ---------------------------------------------------------------------- > For IBM-MAIN subscribe / signoff / archive access instructions, > send email to lists...@bama.ua.edu with the message: INFO IBM-MAIN > > ---------------------------------------------------------------------- > For IBM-MAIN subscribe / signoff / archive access instructions, > send email to lists...@bama.ua.edu with the message: INFO IBM-MAIN ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to lists...@bama.ua.edu with the message: INFO IBM-MAIN ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to lists...@bama.ua.edu with the message: INFO IBM-MAIN
