The "You went above and beyond for me and I wanted to say Thanks!" Thread

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#2939851 8-Jul-2022 18:18

No. :) It always annoys me in reviews on products when the poster is talking about an experience with the company instead. I guess my post wasn’t clear enough.

That's why it was such a pleasant surprise. The company response was due to a product review. Dogs don't like food etc sometimes, I wasn't expecting the company to care much less call me about it, refund my money, send a return courier ticket with treats included to send the second bag back with and check to see who manufactures the product I normally buy then let me know it wasn’t the same manufacturer.

Makes you wonder how many bully stick manufacturers there are in NZ. Lol.

floydbloke

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#2941394 13-Jul-2022 09:48

Spotlight (the craft and haberdashery shop) Ordered two items online on Monday, both showing in-stock, although one was low-stock.

Item A $21

Item B $23

Delivery $8

Notification within two hours that order has been split, Item A has shipped.

Overnight last night. Notification that Item B is unavailable , $23 has been refunded.

Me: "*grumble, grumble, *&#^, that means I'm now paying $29 for a $21 item. I'm gonna ring them up." Phoned them this morning, no waiting on hold - got straight through, explained the situation to the very friendly and helpful Joy who straight away says "$8 delivery fee has been refunded, you'll receive an email with a credit note shortly"

Well done Spotlight. This <insert name of corporate> is how you deal with customer complaints and refunds.

Did Eric Clapton really think she looked wonderful...or was it after the 15th outfit she tried on and he just wanted to get to the party and get a drink?

FineWine

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#2943149 17-Jul-2022 13:28

Thanks Dyson.

We own a registered Dyson Trigger V7 which is 2yrs old last January. The battery started to fail and not hold its charge. Meant to run for approx 30 min in Max mode.

Spoke to 0800 Customer Service - Sydney and the CS person stated that you are not meant to continuously run in max mode and that the normal life of the V7 Battery was 7 yrs. However as it was just out off the 2 yr warranty (6 Months) they would send me a new one - value $129 for free.

Since I have now started running it in normal power mode and only max for the Mini tangle free turbine tool we use for cat hair, we are now getting at least 15mins run time.

So we will keep the replacement battery in its box till the original completely packs it up.

Owned a Black & Decker PD1200 Cordless flexi hose vacuum with powered turbo head for 22 yrs until both the vacuum and power head batteries gave up, very impressed, so the for the Dyson with supposed the better battery and tech to only last 2 yrs not so impressed.

But I did get a free battery. ?I think the consumer act here and Aussie may have contributed.

Whilst the difficult we can do immediately, the impossible takes a bit longer. However, miracles you will have to wait for.

RogerMellie

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Ultimate Geek

#2943418 18-Jul-2022 13:31

If no one has mentioned him already, I'd say Jason Paris, Vodafone CEO. He got a billing issue sorted for me and made me a happy customer.

neb

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#2954365 13-Aug-2022 20:25

Contact Energy, which Mother Neb uses for Internet service. She'd been having problems with her phone, called their 0800 number, got straight through to someone who knew about SIP settings (no 45-minute wait and being passed around five different people), read out the log entry to her (SIP registration failed), she did a credential reset, and a few seconds later the phone was working again. The whole process took a couple of minutes, in fact it took me longer to figure out how to dig the logs out of the router than it did to fix the problem.

Senecio

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#2954903 15-Aug-2022 15:01

Ben (if that is his real name) who works in customer service for Salomon AU/NZ

I ordered a running hydration vest last night that was on clearance from the website. These things are expensive so it was a bit of an impulse purchase that I couldn't quite commit to. It was in my shopping cart, then taken out, before being put back etc..... It wasn't until later in the evening and I had a couple of wines in me that I decided I was definitely going ahead with the purchase. I complete the purchase then get the confirmation email when I realise the last time I put it back in my cart I'd accidentally added the extra small size instead of medium!

I quickly send an email to customer service to ask for it to be amended and get a response of "sorry, order can't be amended, you'll just have to go through the returns process at your cost when it arrives". During my lunch break I decide to give the on-line chat a go and Ben couldn't be more helpful. Order was quickly amended with a new confirmation email received within minutes with the correct sizing and an assurance that the order would still be picked and despatched this afternoon.

Thank you Ben, you rock.

Lesson..... Don't drink and shop on line!

neb

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#2954993 15-Aug-2022 16:32

Senecio:
Lesson..... Don't drink and shop on line!

No, do, it contributes billions to the economy (disclaimer: Published in Forbes, but written by a Statista data journalist).

AliExpress

Shop now on AliExpress (affiliate link).

networkn

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#3007442 8-Dec-2022 19:07

I have to say, I have been nothing but impressed with Kogan. Everything works seamlessly and the value is incredible. Normally, that comes at the expense of customer service, but after buying another GZ'rs second BOGO offer and it expiring, I contacted them a full 2 months later expecting to be told to get on my bike, or at the very least have my plan shortened, within a week they sent me a brand new code valid for 12 months. Utterly delighted.

networkn

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#3018097 7-Jan-2023 09:26

@michaelmurfy who went and collected an item from another GZ'r in his own time and expense and brought it to Auckland with him, so I could have the item quicker, allowing me to go on holiday without worrying about the server it was for, having an issue.

Thanks to @OmniouS for the part too.

networkn

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#3031552 3-Feb-2023 22:12

Hettich who nearly a year after I ordered parts for our kitchen (which we only tried to install at xmas for reasons), got called today to say the wrong parts had been sent for 2 of the drawers. Rather than try and wheedle out of it, they asked for the measurements, and are sending out replacements on the next available courier.

qwertee

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#3049477 13-Mar-2023 10:41

Thanks to Jabra

Sort story: Faulty right earbud - Jabra Elite 7 active bought overseas- New JABRA set sent

Long story: Bought the above at Singapore Changi as a gift. Faulty right earbud straight from the box. Dead , no leds light up and no charging, yes resetting does not work! - Nada!
Emailed Singapore Changi shop, they passed this to Jabra who sent a new one via DHL from Hong Kong. No need to send the faulty unit.
Very impressed.

floydbloke

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#3061725 12-Apr-2023 09:30

Emech medical supplies in Porirua - for giving us more of a credit than we were entitled to, being flexible, and good prices.

The long version -

Needed a wheelchair for a shortish term rental for a family member recovering from a hip operation. Initially hired it for 1 month at $125 /month, knowing we'd likely need to extend that. When I went to pick it up the chair I recalled seeing a new oner there for sale with a price tag of $480 (This seemed quite cheap to me, I really had no idea of the price of wheelchairs but I would have thought you'd be looking at 4 figures at least.)

Mrs Floyd then came up with the idea that we should consider buying one, we're more than likely going to need it for up to 12 weeks and when we're done with it, it will be useful for my father-in-law whose dementia and mobility is getting worse by the day.

I phone Emech to confirm the purchase price, reply: $295+GST (~$340 inc.)🤑😃

Explained we had one from them on a one month rental at the moment but it has only been a week, would you consider a partial credit, reply: sure, we can do that😃.

Yesterday afternoon Mrs Floyd goes there to return the rental and get our shiny new chair, and to pay for it. That'll be $214.25 please. They credited the whole $125 for the month, essentially giving us a weeks free rental as well as an excellent price on a brand new wheelchair😃.

Did Eric Clapton really think she looked wonderful...or was it after the 15th outfit she tried on and he just wanted to get to the party and get a drink?

Behodar

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#3181291 12-Jan-2024 20:38

Ascent Technology. I bought a product several years ago (I'm thinking circa-2017) and had a part fail recently. The manufacturer was no help whatsoever (hiding every customer support interaction behind a chat bot that had no knowledge of parts) so I contacted the original vendor, Ascent. They had a replacement part couriered to me at no charge.

michelangelonz

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Master Geek

#3181316 12-Jan-2024 22:35

I just wanted to says thanks to Chours and Jason Paris here on Geekzone for helping me sort my new house fibre connection a few years ago.

networkn

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#3185916 24-Jan-2024 16:01

Not sure this is quite above and beyond, but it felt like excellent customer service to me.

Decided to buy a new phone from Harvey Norman. There is a deal going where you get a preorder discount, and if you are first 1000 customers to order one, you get an additional discount.

Chat online told me you wouldn't find out till after release if you got the extra voucher as they didn't have an easy way of tracking their orders. Wasn't happy.

Called my local store, who was happy to guarantee the second voucher as well if I ordered same day. I told them I would come in after work and pay my deposit. The assistant ask for my phone number so she could make a note. She mentioned her name and said she was working till 6pm.

2 minutes after hanging up, I get a PDF from the store with my preforma invoice, noting the price, and the fact both coupons were guaranteed mine.

Turned up at 5pm, and she had gone home. BUT she had told her associate to expect me, fully briefed him, and he sorted me out on the spot.

It's rare to get service as efficient as that.

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