Monday, January 29, 2007

Good Customer Service?

I have recently needed to contact two different companies with complaints. Each offered to make the situation right.

First, our printer (Epson CX5400) stopped printing following a replacement of ink. This did not make us too happy needless to say given the high price of ink cartridges. So I took the printer apart (it was out of warranty) and cleaned the heads and put it back together (with a few 'modifications'). I broke a small retaining clip which was (if I don't say so myself) rather ingeniously repaired with a staple. I also tore the print head guide which I fixed with, you guessed it, super glue and a staple. After taking it apart several times going deeper each time I came to the conclusion that I was not going to be able to fix it so I went to the last resort. I called Epson. After about 3 calls they agreed to send us a shipping label and either fix or replace it. We were told it would take around 3 weeks. I was just getting impatient as the 3rd week came and went and the next day there was a new printer at our gate. They replaced it with a new one. Not bad.

The second company was Lighthouse Foods. Patty (my mother-in-law) brought over some blue cheese dressing one night and I have been on a kick ever sense. But a week or so ago the store was out so Samantha bought their ranch instead. I was hopeful as I like ranch, but it was one of, if not, the worst I have ever tasted. Not good. So I emailed the company and with in hours they had emailed me a coupon for a free product and 3 $1.00 off coupons. Good responsiveness. I was also pleased with their response.

All this to say that companies (at least good companies) are responsive to their customer's comments. Try it!

Take care and God Bless

for the Markworts


Popgrama said...

Hi Jeromy: I have to tell you that I was laughing so hard I started to cry while reading your narrative of trying to fix the printer. It sounds like your ingenuity is remarkable. Glad to hear it worked out so well.

Your dad recently told me that we are able to write in on the Markwort Blog. I will be after him to teach me how to do that so we too can send you pictures and stories of how our life is going. I have to say that without kids our life is not as exciting as yours is. We can only talk about work, classes and Sid. By the way, when Tim and Christine were here last week-end we went over to their house in the evening. Sid followed us over and even went into the house. Within 30 minutes he was very much at home and even tried to play with Dawson.

Love you!