Tales of Good Customer Service

Two stories with happy endings this week:

  • A couple of weeks ago, I ordered a wire to connect my old Mustek A3 scanner to my Mac. It converts an RS232 cable into a USB. Honestly, I don’t even know if this is going to do the trick, but if spending $8 revives a $150 scanner, then I’m more than happy to do it. I placed the order at Laikeet.com after a Google search of some sort. They promised delivery in 5 – 10 business days.

15 business days later, nothing. I had an e-mail from them saying they shipped it 3 weeks ago, so I e-mailed their customer service address to confirm.

An actual human being answered my e-mail, not some scripted robot. Not a template. Not a form.

Two e-mails later, she offered to send me a new one and it’s in the mail now. I didn’t have to raise a fuss or a stunk. I didn’t threaten or cajole. I didn’t have to get worked up at all.

I don’t know what happened to the first wire. There’s a chance it got lost in the mail or delivered to the wrong address by a postal employee or hung up in their system or who knows what. But they made good on it as soon as it was called to their attention, and at what will be their own expense.

So I wanted to give them a brief plug here for their customer service. I’ll let you know when the wire arrives in the mail, just to confirm.

Nintendo Wii* Last week, Wii Sports failed on me. I had been playing it in the afternoon without a problem. Shut it down. Came back a few hours later, and I got disc read errors. The disc would load up. I’d get to the main menu. But when I clicked on a specific game, the disc would fail.

I ejected the disc and looked at it. There was a big straight line scratch straight down the disc, from the outside in towards the middle. THIS is why game systems work better with cartridges, people!

I looked at Nintendo.com for information. It wasn’t promising. They only would replace games within 90 days of purchase, perhaps a little more if you registered the game on their site. Since you can’t buy the Wii Sports game on its own, I was worried. eBay copies of the game went for $40 regularly.

But there was an 800 phone number on the website, so I gave it a call.

First, I was pleasantly amused at the menu options, which I’ll paraphrase here: If you have a Wii question, press 2. If you have a DS question, press 3. If you have a GameCube question, press 4.

Seems normal enough.

If you have a Nintendo 64 question, press 5.

If you have a Super Nintendo or 8-Bit original NES question, press 6.

Wow. They are thorough.

In any case, I pressed the Wii button and got an operator ten seconds later. She was pleasant and easy to understand. (I’m guessing there’s a Nintendo call center somewhere in the Nebraska area.) She asked my name, phone number, and address — all stuff I had registered my system on-line with back in the day. She asked when I bought the system. I told her it was right after launch day. She congratulated me for having it for so long.

Then she said that since I had never called them with an issue before, they weren’t going to charge me anything and would put a disc in the mail to me tomorrow. It should be here in 4 to 5 business days.

Oh, happy day!

Again, I’ll update you all when it arrives.

I’m just worried, now, that I’ve used up my good karma with customer relations for the rest of the year.


 
 
 

2 Responses to “Tales of Good Customer Service”

  1. Scoots
    27. September 2007 at 14:15

    Actually, Redmond, Washinton at Nintendo of America’s home.

    Had similar customer service with NoA. They are awesome.

    Same with Logitech. I had a mouse that crapped out in just under a year. I did not want to deal with someone in India (sorry) and so chose email. I noted all troubleshooting steps and that the problems persisted. I got what I thought was a ‘bot response. Then reread email. It was from someone in India BUT they were flat out going to replace device. They asked for shipping information and a scanned image of reciept. I had ordered it on Amazon. Printed reciept, scanned and attached to email response. I should get new mouse on Monday. Yay.

  2. Augie De Blieck Jr.
    27. September 2007 at 19:14

    Scoots – Part of Nintendo, I know, is also moving to San Francisco, thus the recent defections in its high profile p.r. staff. But they might be outsourcing the call center.

    Congrats on the Logitech fix. This just feels like a good day, overall. Happy happy happy. I have one more good customer service story I’ll share in the days ahead, too. Stay tuned. . .