2.22.2011

When to Contact Customer Service?

I'm just gonna come right out and say it. I hate contacting customer service but it has to be done. You get charged for something you weren't supposed to, sometimes bills are hard to understand and you are charged a gazillion things, or sometimes you need to speak to someone about products or services that were purchased that didn't live up to your standards.

Do you want to save money, time and stress? That's what customer service is for!

This past week, there have been two instances when I needed to contact customer service.

Swedish Skin:
This is my absolute favorite skincare line. I LOVE all their products and I even got my mom to swear by them. They give your skin such radiance and I've noticed that my acne scars have faded and my skin is left feeling supple and soft (totally rare for me). I use their apple rejuvenation serum, apple rejuvenation cream, anti-wrinkle moisturizer, eye cream, and SPF moisturizer. I just reordered two apple rejuvenation serums because my mom and I ran out. They sent me a FREE one in addition to the two I ordered, BUT when I compared it to my old bottle, the serum was lighter in color with a different consistency than the old one (which I LOVED).

I could have just shrugged it off but I spent $23.99 on a bottle, I could at least try to figure out why it looked different. I emailed them asking about the difference between the old one and new one, and they responded IMMEDIATELY, to let me know that the shade of the serum can change depending on the season. They asked me if I wanted the old one and they said they would send me replacement serums right away - I don't even have to return the ones I received. How amazing is that? Great products and great customer service? I'm a customer for life.

Sprint:
I usually HATE hate hate dealing with customer service when it comes to my cell phone. There's too much negotiating, explaining and re-explaining involved with it. I called at around 9pm last Thursday to speak to them about being charged for services I never used - upgrade activation (I never upgraded anything), overnight shipping for a phone we exchanged (should not have been charged), and we were still waiting on a credit for the phone that we returned some time ago.

At first I was speaking with a rep with an accent, I'm pretty sure this person was in a different country since they were just reading scripts to me and it didn't seem as though they understood me. After explaining why I called, she put me on hold and transferred me to someone else. I'm not sure what happened but all of a sudden I was receiving attentive and perfect service from someone, probably in the US and at a supervisor level. We were talking for almost 45 minutes and she was able to waive all the fees for me. She even called me the next day to make sure everything was straightened out!

What I learned...
Dealing with customer service has always been a pain for me. I'm usually given the run around but it's ALWAYS worth it to try to save yourself money. I'm getting $45 worth of free products from Swedish Skin and I'm getting credited almost $400 back to my account for Sprint. Life is goooood :)


Any customer service horror stories or times when you've received awesome service?

4 comments:

Daisy said...Best Blogger Tips[Reply to comment]Best Blogger Templates

Dealing with good companies is so much easier, hey?
I just had a great experience with lululemon. Definetly builds my loyalty

My money, my life said...Best Blogger Tips[Reply to comment]Best Blogger Templates

I agree that it can be a deal maker or breaker. For example, I'm going to switch a cell phone service provider because of their crappy CS. I've been with them for 7 years, and I usually get a pretty good deal with them, but it's always such a pain. They always try to overbill me and it usually takes 3 calls to straighten things out. On the other hand, good CS is so rare that I would definitely be willing to pay more/stick around longer for it.

K said...Best Blogger Tips[Reply to comment]Best Blogger Templates

Yes, customer service can be such a pain. I've been having trouble with Best Buy. I've had to take my computer back several times to have things fixed. Luckily the last guy I spoke to was very accommodating, otherwise they would have completely lost my business. I have to say that a company that has great customer service is one that I'll always be loyal to. It's just good business sense to have a top notch customer service department.

Annabel said...Best Blogger Tips[Reply to comment]Best Blogger Templates

usually things go smoothly for me...but thankkyou for this post! lovely blog :)

pepperandchips.blogspot.com

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