Now That's Customer Service

6,367
128
Joined Feb 1, 2007
Yesterday a buddy and I made our annual spring shopping trip to Amish country. Among the things I bought was a Victorio food mill. I've wanted one for awhile, and the price was right.

When I got home I discovered that the wrong screen had been packed in the box. It's supposed to come with the tomato/apple screen, and the berry screen had been put in instead.

I emailed Victorio explaining the problem, and asking what to do about it. In just two hours I recieved an email back, apologizing for the error, and asking for my mailing address so they could send out the proper screen. And I get to keep the berry screen as well.

As I've always said, it isn't a matter of mistakes being made. That's why we have erasers and delete keys. The real question is: What happens when things go awry? That's how you measure customer service. And, so far, Victorio scores an A+ with me.
 
6,367
128
Joined Feb 1, 2007
I'm trying to figure out how you connected my emailing the manufacturer with the store that sold the product?????.
 
6,367
128
Joined Feb 1, 2007
Just got a follow-up email from Victorio, letting me know the part will ship today.

I don't understand why one company can have such a great customer orientation why so many others don't seem to care.

You can bet I'll be recommending them at every opportunity.
 

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