Finally, A Positive Customer Service Story

April 12, 2013

One of my facebook friends posted this recently:

So, a few months ago, with no warning, I lost ALL my e-mail history. Everything. I called my provider to find out what the hell happened, and they told me they had been deleted, probably on my iPhone (excuse me?), but they had a backup of it in archive, but it would be difficult to acquire and I had to work with tech support for quite awhile to get it done… Needless to say, I never got around to it. I NEVER delete emails, and the account is 12 years old… Yeah, it’s 20 GB of e-mails, lol.

Today, my e-mail service stops working and I call tech support. After wasting 45 minutes of my life with someone in a foreign land that could barely speak or understand english, they forwarded me to a level 2 guy, who tells me that my messages were ARCHIVED BY THE COMPANY because they were too much of a load on their system!?!?!?!?! I asked him about the “unlimited storage” I’m supposed to have, but apparently that doesn’t apply to e-mails. Grrrrr…..

Anyway, he apologized profusely for the lies I had been told, gave me his direct number & e-mail, and helped me fix my problem in about 5 minutes.

I told him he had saved me as a customer for his company. Why? Because he told me the truth without trying to hide anything, apologized, upgrade my account for 72 hours for free so I could get e-mail again while I dealt with the archive, and provided me with a way to get back with him without going through Pakistan. I really couldn’t ask for anything more.

I once read a book called Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life* that talked about taking advantage of a mistake and using it as an opportunity to win the customer. This was proof. I went from hopping mad to completely placated in seconds.

There are some big lessons in that! I am still withholding referring people to them until I have more confidence, but if they do what they say they are going to, I will start referring people again. They turned a negative into a positive, for sure.

I love to hear/read positive stories. I know I’m one to gripe about the state of customer service these days. It seems pathetic almost everywhere I go. Anyway, it’s nice to read something positive! I think my friend should send a letter to this guy’s boss and let him know about his experience.

Was there a time when you received excellent customer service? Share it in the comments.

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