Pleasantly surprised....Good customer service is still out there!

[Incy]

A few weeks ago my son's PS3 stopped reding PS3 game discs. It would still run some of the PS2 discs and selective DVD's. Unfortunately it was out of warranty
I rang playstation support anyway to see if there was any help they could offer and after chatting to the nice guy there he reckoned it would need repairs. In warranty they replace it free of charge and out of warranty they charge £150 usually to replace it.
I was told to fax proof of purchase to their customer services who would then contact me and let me know what was possible.
I fully expected to pay the fee but as it was cheaper than buying a new one was prepared to grin and bear it.
As I couldn't find the original receipt I contacted Blockbusters where we bought it and their customer services kindly sent me a new on within a couple of days.
Finding a fax machine was more tricky but we eventually located one and sent it off.
Lo and behold a week later I get a call saying they will replace it free of charge with a reconditioned machine ( that model is no longer made) complete with 3 month warranty.
They were terribly sorry that due to the rarity of that model it would be a whole week before they could deliver the new one
Yesterday, Nice chap turns up, hands over working machine, takes broken machine away and I have a really happy boy at no additional cost.
Thank you Sony!!!!!

[OllieMartin]

So glad to hear it, i was thinking of starting a post called "What died first, companies who care about their customers or people who care about their jobs?"

Good Customer Service does still exist out there, but as always, it hinges on people's expectations.
If you expect something to happen which doesn't, that's poor customer service. In your circumstance you didn't expect it to happen, but it did.
When I trained Customer Services I used to drum into people how important it is to set people's expectations properly. If you can warn them about the worst case scenario then anything you can achieve beyond that will be appreciated by the customer. But sadly companies always promote their best possible scenario, so we're regularly disappointed when we don't receive it.

My two cents.

Great to hear that they were helpful, it's hearing about good service like this that makes us choose a PS3 over an XBox etc. and I'm sure you'll buy a PS4 over an Xbox 720 next Christmas!!

[zazen999]

Underpromise and overdeliver.

I do Mystery Shopping and my gosh; there's some bad service out there.

[Glutton4...]

That's a big change from what everyone on Watchdog is saying about Sony at the moment, so well done you!


Isn't it a shame that 'Customer Service' is so rare nowadays that we have to comment about it?!!!!

[Rhona]

Isn't it a shame that 'Customer Service' is so rare nowadays that we have to comment about it?!!!!

I think it's more that people complain bitterly with BAD service, don't really clock the everyday, perfectly pleasant service and DO make an effort to comment on the excellent!

Think about how often with you deal with shop assistants, check outs, people on the 'phone; most are fine. The odd ones that are genuinely bad lead to an outpouring of 'this country's gawn to the dogs' that's not really accurate. That's what I fink anyway.

[Incy]

Being slightly cynical, it did cross my mind that the timing of that watchdog program may have played a part here. I faxed my receipt etc on the saturday and the programme was I believe aired that weekend.... However, I would prefer to believe that I would have received the same service regardless.
As I used to manage a customer service department I know full well about setting people's expectations etc and your right Ollie, too often companies try to big themselves up rather than being clear about what the worst case scenario is.

[OllieMartin]

I think it's more that people complain bitterly with BAD service, don't really clock the everyday, perfectly pleasant service and DO make an effort to comment on the excellent!

Think about how often with you deal with shop assistants, check outs, people on the 'phone; most are fine. The odd ones that are genuinely bad lead to an outpouring of 'this country's gawn to the dogs' that's not really accurate. That's what I fink anyway.

Research shows that if you receive poor Customer Service you will tell 10-15 people about it, but with good service you only tell 3-5. Humans just love bad news, compare how many people shared stories on the http://www.growfruitandveg.co.uk/gra...gas_39668.html topic compared to this one.

And no-one talks about 'normal' service. If I had driven home last night without incident i'd never have commented on it, but because I got a puncher I told loads of people about it.

We ought to have a "Good News" section of the forum, which can only contain positive posts. Spread the karma

[Incy]

I like that idea Ollie. A good nes section would be nice, you don't get enough of it usually.

[ginger ninger]

I'll second that, I had a brilliant young man help me at H.M.V the other week, but then I had a numpty at British Gas do my head in.
It would be a great idea to have a section just for "GOOD NEWS" or "REALY HELPFULL" that way when were felling a bit down, we can pop on and have a read, Good Thinking Ollie.

[jacob marley]

I purchased a replacement engine for my Rotavater in June 09 and it works well any way on wednesday i looked at the air filter and the first dust cover arround the air filter element was well blocked with dust which you can wash out .
I rang up the company yesterday and asked about a spare because it was not listed on there website and the young man says lets have a look and could not find it either he says i will ring you back he did ring back to say i have found one it will be in the post free of charge it arrived this morning in a jiffy type bag .
That is good service unbeatable .
The name of the company W Robinson&Sons LTD of Ilford in Essex ..Pumps by W Robinson and Sons.
So i would recommend the highly

[OllieMartin]

I like that idea Ollie. A good nes section would be nice, you don't get enough of it usually.

I'll second that, I had a brilliant young man help me at H.M.V the other week, but then I had a numpty at British Gas do my head in.
It would be a great idea to have a section just for "GOOD NEWS" or "REALY HELPFULL" that way when were felling a bit down, we can pop on and have a read, Good Thinking Ollie.

Well failing the creation of a "Good News" section, you can always post good news in rhyme in the http://www.growfruitandveg.co.uk/gra...ner_36554.html
That always cheers me up!

[Incy]

Lol Ollie.
Not all of us are talented poets