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

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#1348048 20-Jul-2015 21:22

BinaryLimited: JohnR and VodafoneDylan...quick to respond and quick to take action!!!!
Hate calling customer service.

O and NZ Godaddy server support...amazingly good...very weird...didnt expect it!

Yes props to JohnR - he is so helpful.

Geektastic

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#1348049 20-Jul-2015 21:23

ubernoob: @ Geektastic (whatever props actually are - I have no idea but apparently being given them is good)

I think the more props you get the higher you can fly

So Props to Justin at Noel Leeming Manukau. We have a LED tv that had black lines appear across the bottom of the screen, out of warranty but Justin put it through as a warranty claim anyway. Repair store was going to charge us $110 to "Investigate" the cause, but the store is going to pay that.
Yay

Ah. I am reminded of a David Brent quote I used to have on my cubicle wall when I still worked in Elbonia.

"Eagles may fly high, but weasels don't get sucked into jet engines."

blakamin

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#1348052 20-Jul-2015 21:26

I posted this last week.

http://www.geekzone.co.nz/forums.asp?forumid=45&topicid=175809

Geektastic

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#1348053 20-Jul-2015 21:26

surfisup1000: Big thanks to Harvey Norman,

we lost a vacuum attachment piece of a vacuum we bought from them.

The nice salesperson just ripped one off their display model and gave it to us for free.

Didn't expect that.

I wonder if anyone will have anything nice to say about wilson or tournament parking here :)

A very old friend of mine and I once went to the UK equivalent of HN called Comet.

Pete wanted a particular toaster and there was a 'Manager's Special' which was that toaster but the display model, with no toasting adjuster knob, just the metal spigot.

Pete talked the manager down to £5 for the toaster (about $10 in today's money) and en route from the shop, removed the knob from the new display model....!

grant_k

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#1348072 20-Jul-2015 22:58

geoffwnz: I'll give a shout-out to Need a part who deal with various small appliance spare parts.
In my case I'd worn the non-stick surface off my breadmaker pan so ordered a replacement one.
This turned up in a reasonable time but wouldn't fit. Turned out the base with its locating lugs had been riveted on the wrong way round. Made an enquiry on their site and sent them a photo of the old one plus the one they'd sent. No problem, they'd send me a replacement with the next bath of stock they received.
Unfortunately due to timing it was about a month before Breville could re-stock them but once they did I got an email saying it was on it's way.
So far, pretty normal.
I'd also been wanting to replace the kneading blade at the same time and had been waiting for more stock of that too. A quick check on their website showed it being back in stock. Gave them a call to see if the pan had already shipped and departed or if I could catch it and add the blade to the same package thus only costing me one shipping fee.
Unfortunately it had already been picked up but no problem said their representative, start putting the order through and I'll generate you a free shipping code to put in.

So, replacement pan for the replacement pan. And a kneading blade with free shipping even though it ended up in a separate shipment.
Maybe only a little thing but it makes a big difference in how I view the company.

I want to thank Geoffwnz for making this post. My wife loves her Breville Ultimate Bakers Oven but it's had a leaking seal for the past year or so, meaning that she can only use it for baking the dough rather than mixing it. Breville wanted to sell her a whole new pan @ $150, rather than just the seal which is needed @ $14.95 from Need a Part. I've just ordered one for her. It's so good to know about these guys! Many thanks once again

dickytim

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#1348124 21-Jul-2015 05:58

networkn: There are a LOT of threads on Geekzone which are complaining about this service or that company etc. I thought it was time to balance it out with a thread where you can let others know when someone or a company blew your mind with great service etc.

I'd encourage this thread be kept exclusively for positive feedback. If you have negative feedback open another thread.

I'll Start:

Massive Props to Event Cinemas Queen St, Auckland, who with no obligation to do so, refunded me for a gold cinema ticket because my taxi company arrived so late I couldn't get to the start in time.

It was nothing to do with them, and it was my Wife who called them to ask if it was possible, expecting and fairly enough that they would say no (I wouldn't have even asked).

Not only that, they swapped me to another ticket at Imax and when I was late a second time, had my ticket, glasses, and popcorn and drink ready for me without being asked so I didn't miss a single second of the movie.

Colour me impressed and appreciative.

Funny you mention Event Cinema Queen St, I was given a gift card for Gold Class, well I thought I was, I was given the receipt for giftcard that was meant to be posted out, the person sending it had given the wrong details and it had been returned to them multiple times. I called them as I was not able to book online as the receipt number wasn't being accepted as the gift card number. I gave them a call and left a message, 5 minutes later I got a call back, the manager there had rang back to head office to see what was going on, figured out that I only had a receipt number not the actual voucher, arranged for someone to go into the head office to pick up the gift card and had it at the front counter for me when I arrived.

This was on a Saturday! They certainly did go above and beyond that day, and I really did, and showed that I appreciated it.

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invisibleman18

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#1348189 21-Jul-2015 09:21

The CEO of Big Ant Studios. I pre-ordered Don Bradman Cricket for PS3 from Mighty Ape when it came out last year having been following the development on Planet Cricket forums where various Big Ant staff were very active in providing updates and listening to feedback of what people wanted in the game. Courier Post failed to deliver it for several days when it should have been delivered on release day. Posted a rant on the forums about not receiving it and the CEO sent me a message apologising for my difficulty in receiving the game (nothing to do with him or Big Ant at all) and asked for my address. He sent me a limited edition steel case signed by the whole Big Ant team. There are only supposed to be 7 or 8 of these in the world - I think 1 was sent to each continent as a prize plus this 1.

Mighty Ape also refunded the postage costs and gave me a voucher code for free shipping next time. Courier Post (who were actually at fault) just got a bit surly with me when I phoned them to enquire/complain.

geoffwnz

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#1348369 21-Jul-2015 14:19

grant_k:
geoffwnz: I'll give a shout-out to Need a part who deal with various small appliance spare parts.
In my case I'd worn the non-stick surface off my breadmaker pan so ordered a replacement one.
This turned up in a reasonable time but wouldn't fit. Turned out the base with its locating lugs had been riveted on the wrong way round. Made an enquiry on their site and sent them a photo of the old one plus the one they'd sent. No problem, they'd send me a replacement with the next bath of stock they received.
Unfortunately due to timing it was about a month before Breville could re-stock them but once they did I got an email saying it was on it's way.
So far, pretty normal.
I'd also been wanting to replace the kneading blade at the same time and had been waiting for more stock of that too. A quick check on their website showed it being back in stock. Gave them a call to see if the pan had already shipped and departed or if I could catch it and add the blade to the same package thus only costing me one shipping fee.
Unfortunately it had already been picked up but no problem said their representative, start putting the order through and I'll generate you a free shipping code to put in.

So, replacement pan for the replacement pan. And a kneading blade with free shipping even though it ended up in a separate shipment.
Maybe only a little thing but it makes a big difference in how I view the company.

I want to thank Geoffwnz for making this post. My wife loves her Breville Ultimate Bakers Oven but it's had a leaking seal for the past year or so, meaning that she can only use it for baking the dough rather than mixing it. Breville wanted to sell her a whole new pan @ $150, rather than just the seal which is needed @ $14.95 from Need a Part. I've just ordered one for her. It's so good to know about these guys! Many thanks once again

No worries. I guess that's an added bonus of the thread.

I'll definitely use them again when I wear out the next one. Assuming the oven unit keeps working.

MotorDrive Rallying

geoffwnz

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#1362871 11-Aug-2015 14:47

Since this thread has dropped a little off the radar, I'll add Ascent to the mix.
I think the longest time I've had to wait for any in stock order to be delivered is one business day. In one notable case, the order arrived within an hour of pressing submit.
This sort of timeframe appears to be their "normal" which means high expectations but they consistently meet them.
On the odd occasion when there's been an issue they are quick to resolve it.

MotorDrive Rallying

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#1427337 13-Nov-2015 08:09

To resurrect this thread...

I recently damaged my very expensive sunglasses, the damage was mechanical and likely my fault (I don't know what exactly caused the breakage)

Anyway my Maui Jim sunglasses were purchased in Las Vegas May 2013, so well out of any warranty, if one was applied, and not covered by CGA or any other convention that may apply.

I first e-mailed the repairs line who told me to send the glasses to an address in Parnell, this address is actually 150m from my office so I dropped the glasses in with an explanation of what had happened, where the glasses were purchased and when, this was their freight forwarder, they quickly sent the glasses back to Australia for assessment for repairs.

I sent a follow up e-mail 4 days after I sent the glasses off asking if they had been received or logged in the system, the customer services person said they had been received and the repair technician would look at them the following day and advise what was required.

The next day came and I received an e-mail explaining that the cost for the repair was normally $110 + GST but this was going to be conducted free of charge and the glasses were actually already processed, repaired and would be sent back later that day.

I got into work this morning to find my glasses had been returned to me via DHL Express repaired.

This company was under no obligation to me but has gone above and beyond.

Rikkitic

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#1427346 13-Nov-2015 08:38

1. I had great service from Topmaq of Christchurch recently and they definitely deserve an honourable mention.

2. Unotelly tech service is out of this world. For latest example see GZ thread about tvplayer.com not working.

Plesse igmore amd axxept applogies in adbance fir anu typos

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eracode

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#1427477 13-Nov-2015 12:12

Earlier this year our 3-1/2 year-old 60" LED Smart TV developed a dark patch on the screen - about 250 mm in diameter, just north-west of centre. It wasn't hugely bad but was noticeable and annoying.

After reading posts in a recent thread, I decided to talk to Samsung about it. At first they weren't keen to play (saying it's outside warranty period etc) but I mentioned CGA and Consumer's 12 years, etc, and they sent two guys out a couple of days later to look at it. The guys said it shouldn't look like that - and replaced the screen on the spot - free of charge. They had brought a new spare screen in the van with them just in case.

I thought this was quite amazing service - maybe we were entitled to what happened - dunno - but I was impressed and grateful anyway.

Sometimes I just sit and think. Other times I just sit.

andrew027

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#1427541 13-Nov-2015 13:16

eracode: Earlier this year our 3-1/2 year-old 60" LED Smart TV developed a dark patch on the screen - about 250 mm in diameter, just north-west of centre. It wasn't hugely bad but was noticeable and annoying.

After reading posts in a recent thread, I decided to talk to Samsung about it. At first they weren't keen to play (saying it's outside warranty period etc) but I mentioned CGA and Consumer's 12 years, etc, and they sent two guys out a couple of days later to look at it. The guys said it shouldn't look like that - and replaced the screen on the spot - free of charge. They had brought a new spare screen in the van with them just in case.

I thought this was quite amazing service - maybe we were entitled to what happened - dunno - but I was impressed and grateful anyway.

Yep - I won't repeat my full story unless anyone specifically asks (I think it's in two treads already!) but I've had amazing customer service from Samsung on a front loading washing machine that was several years past the warranty period.

jpoc

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#1427731 13-Nov-2015 19:46

Apex automotive on Porana Rd, Auckland North Shore.

Absolute heroes.

I have been using them for around three years.

The prices are the best. The quality of work is the highest and they never oversell you to have unnecessary work done.

I have never ever experienced a regular auto workshop that has matched their levels of service.

DaveB

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#1429567 17-Nov-2015 12:16

Hats off to HN at Porirua and their extended warranty.

A friend of mine had a two year extended warranty for his Canon printer which developed a cartridge voltage problem on the day the warranty was due to expire. After an hour on the phone with them, he agreed that he would drop the printer in within a week. I have to admit that I thought the problem would not be covered because he was using non standard Canon cartridges.

However, one new printer later for an upgrade fee of $13.

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