Tuesday, 12 April, 2011
I’ve been an admirer of James Dyson, the inventor/business entrepreneur (Dyson vacuums and other products), since I finished his book “Against the Odds: An Autobiography” in Dec 2003.
In Oct 2006, I even wrote a short article “Dyson sucks ! (the best vacuum cleaner by genius inventor James Dyson)” which has now been read for over 8,000 times and still receiving comments/feedback. After receiving the latest unfavourable comment, I decided to spend sometime to investigate a little by calling Dyson Canada to get some answers.
I will report on what I found from Dyson’s PR person when I get more info. Stay tune.
Friday, 21 January, 2011
The broken and unreliable HP LaserJet printer
After the latest breakdown of a HP LaserJet m1522nf multi-function printer and the unprofessional customer service provided, I unfortunately will not consider HP printers anymore.
HP LaserJet used to mean quality and I think my old LaserJet 3330 came with a 2-3 year warranty (more on this later). Unfortunately, the now dead m1522nf only came with one year warranty and it died after only 18 months. The printer couldn’t finish its powering up initialization sequence and the tiny LCD display on the printer wouldn’t even come up. So the HP LaserJet is quite dead after its short life of 18 months.
The broken HP “customer service”
An unreliable and inferior quality product was bad already but what made the situation worst was HP’s broken/substandard “customer service”.
When I first called HP customer service, I still harboured faint hope that HP would stand behind their products, do the right thing and fix the printer free-of-charge even it is just 6 months out of its 12 month warranty. Failing that, I just wanted the customer service rep to provide a case reference number for my record. And this is where HP customer service failed completely.
The Costa Rica based rep and her supervisor refused to provide a case number unless an address, phone number, and email address were provided. As a disappointed customer, I have no interest in giving HP any future business and have no desire to provide them further with my private information. Is this too difficult for HP to appreciate? Read the rest of this entry »
Tuesday, 2 November, 2010
Saturday, 30 October, 2010
IKEA is an international company that many people have bought furniture from. Few days ago, I found out it is also a company with wonderful customer services that will go the extra mile to make its customers happy.
You see, the bottom bolt of our IKEA floor lamp broke a few days ago.
Since the rest of the lamp was ok, we tried to rescue it by seeing what customer services at IKEA can do. Even we had no receipt, the nice lady ended up spending half an hour to help us. She got her colleague to track down a brand new lamp and took out a new bolt, nut and washers with a tool to allow us to fix our lamp. And our lamp is working perfectly again now.
Yes, a bolt, a screw, a tool, or a nut can really show how good or bad a company’s customer service is.
Thanks IKEA. Thanks for setting a great example of Customer Service Excellence.
Saturday, 30 October, 2010
Our kitchen sink faucet wand (L) started to drip slowly a few months ago. As I tried to fix it unsuccessfully, I discovered it was a Moen. And then I found online that it had a Lifetime Limited Warranty. Even I hoped Moen would help, truth be told, I wasn’t certain since we had no purchase receipt.
To my surprise and delight, it took me just a quick 1-800 call, and a helpful Moen customer service rep soon promised to send me a new replacement wand, free of charge. And a few business days later, a brand new wand (R) arrived as promised in the mail.
Of course, it would have been better if products never fail, but when products fail, it would be great to see companies behave honourably and stand firmly behind their products like Moen.
Thanks Moen. Thanks for setting a great example of Customer Service Excellence.
Saturday, 30 October, 2010
I have launched a new site call Customer Service Excellence. I will be using this site to share some good/bad customer service experiences I encounter because I believe it is important to encourage and praise the companies when good customer services are provided and tell the companies when improvements are need.
I hope you will enjoy reading Customer Service Excellence as much as I in writing it.
Monday, 22 March, 2010
(all photos by Kempton Lam)
This reporter had a wonderful tea party with friends in Calgary this past Saturday. We had some tasty food (see the following food pix) with Twinings tea. Observant readers may have noticed the above tea bag is actually an empty tea bag with no tea leafs!
When I saw the empty Twinings tea bag, I immediately thought, “Hmm, looks like Twinings had a manufacturing process glitch.” And I decided this could be turned into a nice opportunity to check/audit Twinings’ customer service which is exactly what I did this morning.
The process is simple, I looked up the 1-800 number on the package (it is printed on side of the 100 tea bags package) and called them to tell them what happened. The customer service lady was very nice and efficient in getting my information and address. And she promised to send me a replacement (I presume another package of 100 tea bags) which I suggested I would like to have some Twinings Green tea instead (specifically the Twining Green Tea and Jasmine Green Tea) to try. The customer service lady had no problem with my suggestion and told me the tea will be shipped to me in 3 to 5 business days.
Great service. Twinings has managed to keep me as a loyal and happy customer.
You see, free product replacements and even refunds (for customers to buy any products the company make) are the minimum basic of good customer services in the days of multi-millions and billion-dollar brands.
So next time you see products that don’t meet your expectations, don’t hesitate to call up customer service or use that “satisfied or money back” guarantee, because you are actually helping the companies to do a better job and make more money in the long run.