Yesterday, I had a bad experience with customer service. This morning I thought “I should just blog about that and tell the world how unhappy I am!”
And then I thought, “Or not.” We all have enough reasons to be grumpy. I don’t have to share that with the world. Instead I can tell you about the person who did her best to fix it.
So, the quick story. My daughter lost the power cord to her portable hard drive. The one that has her very important robotics project on it! I went to one office supply store: ” Sorry, we don’t carry that brand or power cords.” Brusque but not rude. Just not very helpful.
Second store, where I had bought the SimpleDrive. No spare power cords. I asked if they could just open the box and show me the power cord so I could duplicate it at an electronics store. NO. Absolutely not. Unless I wanted to buy it, look at the cord and then pay a 15 % restocking fee to return it. Did they know the power cord configuration and requirements. No. Why didn’t I go home and phone Hitachi. Seemed to have little comprehension that I was working against a tough time line.
We need the cord. Fast.
I bought another SimpleDrive. Took it to my car, and looked at the power cord. Thought, “Well, this cord will power the existing drive, but it would be nice to have a cord for each drive.” So I wWent to Radio Shack in the same complex. There, the sole clerk was trying to comfort and educate someone with a Very Bad Phone Plan. She succeeded. And after turning them from angry people to happy customers, she quickly found me the substitute power cord I needed and sold it to me with a smile. And took the time to warn me to double check the polarity to be sure it was correct and assure me that I could return the item if it wasn’t needed.
I should have caught her name. All I can say is thank you to the wonderful lady who works in the evenings at the Tacoma Mall Radio Shack. I was turning into a real grouch and your attitude and helpfulness helped me change mine!