A lesson in contrast ...

[AirmensMom]

Since I posted about the bad service:
http://www.democraticunderground.com/discuss/duboard.php?az=show_mesg&forum=105&topic_id=8638545&mesg_id=8638545

I thought maybe I'd also post about another company that actually surprised me with how good their service is: Etymotic Research.

I purchased some noise-cancelling earphones some time ago. Not sure when, maybe 4 years ago, maybe longer. Well, something happened to them and I had to wiggle the wire just right for sound to come out of the left ear bud. I emailed them and told them about it and they said to return them for evaluation.

I said, "Return them? Why? They're not under warranty anymore. I just need them fixed. Do you sell parts?"

They said they can't be fixed, but there's a replacement program that basically lets me buy new ones for about half price. Not a bad deal considering that they're about $150 new and I had gotten a lot of use from them. I told them I don't even have my receipt anymore, but that wasn't a problem. They said to mention if I needed them to send anything else back with the new earphones, in the same package.

So I sent them back and asked for some replacement tips. Got a call the other day and was sure they were going to ask me for my credit card number. Nope! Just wanted to let me know they're replacing them under warranty with new ones! :wow: And sending me some free sample ear tips, if I didn't mind. Mind? I was pleasantly surprised, to say the least. They have my loyalty and I gladly recommend their products.

OK, all you companies that have outsourced your service to India, get a clue!

Let's all promote the companies that actually know what customer service is! Post yours here. :toast: :bounce: :fistbump:

[HopeHoops]

1. Moen faucets and GoDaddy Internet service

Moen takes a callback number and gives you an estimated wait time (you don't sit on hold). It is usually something under 15 minutes. Within that time or earlier, a human who speaks English and knows the product line calls back. You don't need to know the model number, but it is good to have tools to disassemble it partially because they can figure out the model number with questions like "what color is the plastic ring around the nut?" and go from there. If you are the original owner (they don't ask for proof), they'll send you the replacement parts for free (1st Class mail) and you can call back for help with the installation.

GoDaddy just rocks. They have 24x7 live phone support (in English) and you can usually get through in under 10 minutes even in the middle of the day. At night it is almost immediate. All of the support staff know their shit and don't just "do stuff" to solve the problem, they walk you through doing it yourself so you understand it.

[AirmensMom]

2. Yay!

:bounce: Thanks for the input! I really think we need to get the good companies on everyone's radar. :yourock:

[HopeHoops]

3. And a comment on HP - the problem might be isolated to the printer division.

I've never had to call about a printer so I don't know your pain. All of my HP support has been for computers and I've never had anyone who didn't speak English or who didn't know the product intimately. NOBODY makes any money on ink jet printers - they are essentially free with a token charge to make you feel like you bought something. They make their money on the outrageous price of the ink cartridges. They're also pretty freakin' reliable. I've got one of the ORIGINAL HP Office Jet LX multifunction machines from over ten years ago and it still works! I can see why they might outsource that tech support. But their computer support is outstanding.

Now, if you want some REAL computer support hell, try calling Dell!

[AirmensMom]

4. I wouldn't call

$250 a "token charge." And I just spent $100 on ink cartridges for the damn thing.

I have an old HP PhotoSmart that's at least 8 years old. It's slower than molasses.

I know all about Dell support hell. HP outdid them this time.

[HopeHoops]

5. Yeah, it sounds like it.

Like I said, I've never had to call about a printer. They've all way outlasted their expected service life and I've got 7 of them in regular daily use right now (along with four HP laptops). My youngest has a Dell netbook my dad loaned her. She thinks it is great but I can't type on the freakin' chicklets they use for keys. Fortunately it hasn't given us any trouble.

[AirmensMom]

6. This is the first time

I've ever had a printer break. I've had Epsom, Canon, and HP printers and not one of them ever gave me trouble. This one just broke suddenly and then got worse with "service".

Glad you haven't had trouble with your Dell ... yet. I paid top dollar for mine and got the extra service but they wouldn't fix it when it broke.

[mulsh]

7. Janet Davis Music Company

one Friday evening I ordered a part for my new mandolin on line. The following day I received a phone call from their warehouse manager apologizing that they discovered they were out of stock. About an hour later he called me back, told me he managed to find the part and was next day airing it to me at no charge. It arrived that Monday.

I've ordered a few other things from this company and I've got say their customer service is consistently excellent. Nothing to match my initial order but they've never let me down.

http://www.janetdavismusic.com/

[AirmensMom]

8. Got another one!

:woohoo: Never heard of them before, but I'll be browsing their store now! :toast:

[AirmensMom]

9. Lands End

I have shopped their catalog and online since the late 80s and have NEVER had a bad experience with them. Even if something was wrong, didn't fit, etc., they took care of it without any problems whatsoever. Everything is "Guaranteed. Period.®"

[timtom]

10. The best customer service I've ever seen

Amazon.com

When you go to their support site, you can click on "Have someone call me" (or something like that). I did so, and before I released the mouse button, my phone rang.

Astonishing!

[AirmensMom]

11. No kidding?

They used to be a lot better, when they put their phone number on the front page of the website and on every invoice. Now THAT was cool. I've never seen the "Have someone call me" button. Gotta check it out. Thanks! :thumbsup: