Is This Future Shock?

musings on how technology is changing my business environment

How to change someone's view with customer service

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I have a house with 4 dogs running about the place; now while I love them dearly, they do leave hair and sand everywhere. You need a good vacuum cleaner.

Following some recommendations on an internal newsgroup, I winced and bought a Mìele Cat & Dog TT550. They aren’t cheap. But wow, they work really, really well.

Over the last year or so, the vacuum hose started developing kinks. As you moved across the room, suddenly the suction would cut off. I duct taped the biggest kink point. Helpfully, it then started kinking elsewhere. I tried to find a spares supplier and couldn’t identify the part I needed.

Last night inspiration struck. I guessed the website as miele.co.uk – it was – and found an awful web contact form there. Raised my concern and sighed as I saw “We aim to reply within 72 hours”.

They replied by a personalised email within 30 minutes, and told me to ring the service department, giving me the right number to ring. I rang this morning; an easy call gate “Press 1 for vacuum parts”, and I was talking to a helpful named individual. “Yes, this type of failure is unusual. Your vacuum serial number was sent into the retail chain a little over 2 years ago, so you may well have had it less than 2 years. Give me your address, I’ll send you a free replacement hose.”

The vacuum is great. I liked the service attitude and response even better. Would I recommend a Mìele vacuum? I just have.

Written by SteveEllwood

September 17th, 2008 at 10:58 am