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" <[email protected]> To: [email protected] 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. [email protected] 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 [email protected] with the message: INFO IBM-MAIN ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to [email protected] with the message: INFO IBM-MAIN
