Question of the Day: What is a recent example of good customer service you experienced?

Comment

Comment by Traci Toguchi on November 6, 2009 at 4:08pm: John Everett: Great that you have good experiences with T-Mobile. I did too, which is why I had stayed with them for 5 years. Recently, even talking with their Loyal Customer Service Department didn't help. :(

Happy to carry on... :)

Comment by Traci Toguchi on November 6, 2009 at 4:06pm: Joe Flood: Apple sweet Apple :)

Comment by Traci Toguchi on November 6, 2009 at 4:05pm: Matt Mangold: Thanks for sharing your experience! Funny as I moved from AT&T to T-Mobile to Verizon (was with AT&T for many years until 2004; moved to Verizon a couple months ago).

I always say people make the company. I believe it's about the cumulative experience you get with individuals. Hopefully most of those experiences are good to great.

Comment by Traci Toguchi on November 6, 2009 at 3:59pm: Chris Pirillo: Uh, not! lol I was showing my mom. She LOL, heh.

The screen shot is hilarious, huh? You're deep in geek meditation.

Comment by John Everett on November 4, 2009 at 8:33pm: I'm with T-mobile, just upgraded to an Android phone from a Blackberry and as such had to get a new data plan. Unfortunately it takes a few hours for the plan to propagate to the phone, they kept checking to make sure I had indeed upgraded and that the phone was operable, but all they could say was that it takes up to 48 hours for it to work(!) - I decided this was BS and rebooted it about an hour later, and it worked then.

The excellent customer service part? In fact it's hard to accomplish anything because they keep pausing to grovel, thanking me for being a T-mobile customer etc. I was thinking of trying to be a real jerk and seeing how far I could take that, but it's not in my nature.

I called again to arrange for getting an employee discount that my employer hadn't told me about (I had to learn it on the street!) They handled that the same friendly way. I like being treated well, all other things being equal, the people who have a deferential attitude will get my business.

Comment by Joe Flood on November 4, 2009 at 6:09am: Apple.

My iPhone's home button broke (I say broke, it was working but had become noticeably harder to press and was very occasionally missing button presses. I took it to the Apple store and the guy played with it for 5 minutes, after which he agreed that something wasn't right. He took it out into the back of the store and tried to repair it, but came back 5 minutes later to say it wasn't possible. I didn't bring my receipt with me but the guy looked up my account on the system and gave me a replacement on the spot – literally took the old one, gave me a new one, switched the SIM cards, unlocked the new one with iTunes and sent me on my way. New iPhone in 15 mins and no hassle.

Love it!

Comment by Matt Mangold on November 4, 2009 at 5:28am: Having recently switched from Verizon to AT&T (iPhone 3GS) I want to talk about the service at my local AT&T store. But first let me mention how horrible the service system is set up at the Verizon store. Maybe it's just in my area, but the Verizon store has you come in and leave your name under which service you are looking for - new phones, tech, billing, etc. - and you are called based on the order you got your name in to your specific dept. This process seems well thought out, the problem comes in when you need to go from one service deptartment to another, for instance phone not working for tech reasons, turns out to be service issue. You have to wait in line behind all the people who had been there before (or now after) your name was in for the second dept. I have never pent less than 30 minutes in a Verizon store.
So when I went to the AT&T store with the issue of my iPhone somehow not having a data plan (odered online) I was prepared for a long wait. Not only was I in and out in under 5 minutes with the issue resolved, I recieved a business card from the manager who told me if I had any billing issues to bring them to him and he'd fix it right away. Just wanted to give AT&T a thumbs up and try and return the favir by telling people.