Great customer service ( not computer related )

singist · 30 Oct 2011 at 08:32

Just thought I'd share my good fortune:

Ordered 10 packs of Wasabi peas from Hotheadz website where they had advertised each pack @ 0.3 kg so 3kg in total for around £20: elsewhere, bulk prices seemed to be around £15+ a kg.

Emailed on the day of the order saying that I was expecting 3 kg to see if they would spot their mistake and cancel the order; no reply.

Received 10 @ 0.04 so 0.4 kg.

Another email asking where the other 2.6 kg were and asking why they were reluctant to reply to my previous post.

Received apology for inconvenience and explanation of mistake together with an offer to send remaining 2.6 kg together with some wasabi sauces as compensation

I'm a happy bunny!

I did consider refusing but couldn't resist.

Anyway, another example of great customer service IMO, even if I did think that I was pushing my luck a bit.

franco_22 · 30 Oct 2011 at 09:58

Customer service does not equal ripping companies off.

d_brennen · 30 Oct 2011 at 10:03

franco_22 said:
Customer service does not equal ripping companies off.

Indeed. They made a mistake and you scammed them. Don't choke on those peas now

beamer · 30 Oct 2011 at 10:30

Guess what the "added extra" in that sauce will be ;O)

PMKeates · 30 Oct 2011 at 10:35

franco_22 said:
Customer service does not equal ripping companies off.

He didn't rip them off; they advertised something, he bought, queried to check, and then followed up when what he received was not as advertised. They admitted their mistake in the original advertisement and then not replying to his query and provided the original deal. That's exactly how it should happen.

singist · 30 Oct 2011 at 12:41

PMKeates said:
He didn't rip them off; they advertised something, he bought, queried to check, and then followed up when what he received was not as advertised. They admitted their mistake in the original advertisement and then not replying to his query and provided the original deal. That's exactly how it should happen.

Thanks for that.

I do feel a little guilty and as I said, I did consider letting them off the hook but they were so apologetic and understanding that I felt it would be ok, this once.

danza · 30 Oct 2011 at 12:45

If you like wasabi peas, you should try Dormen wasabi peanuts.

placeholder · 30 Oct 2011 at 12:47

singist said:
Thanks for that.

I do feel a little guilty and as I said, I did consider letting them off the hook but they were so apologetic and understanding that I felt it would be ok, this once.

I think you were spot on to ask. Good on them for honouring it, mistake or not!

SexyGreyFox · 30 Oct 2011 at 13:49

The best customer service I received was with my Mackie SRM450 PA speakers.
Just before warranty ran out a tweeter blew in one of them so took it to Telford (repair centre) to be fixed.
Just out of warranty the other one blew and Mackie said they would foot the bill so took it to Telford again.
A couple of months later both of them blew so Mackie arranged for me to now take them to a place in Malpas.
I then bought a couple of tweeters off Ebay from USA but when they both blew I got in touch with Mackie who once again arranged for a repair & service on them but now they were about 18 months out of warranty.
Another one blew a couple of months later so I asked Mackie if there was any chance they could take my Mark 1 SRM450s back in exchange for the Mark 2's and I would pay the £500 difference (I honestly thought they would tell me to do one).
Mackie said that they would do better than that and just do me a straight swop for my now 3 year old speakers for a brand new pair of new updated speakers.
That's customer service.