Two Customer Service Stories
I’ve got two customer service stories to tell today, both of them good.
First, I’d been having my Time Warner High-Speed Cable Internet cut in and out the past week. I would be surfing the net, and all of the sudden it would cut out for maybe 6-7 hours, and then mysteriously turn itself back on. I called Time Warner’s hotline, and after waiting 20 minutes on the line I got through. They scheduled a service call for this monday. I stayed home, the guy came in, messed with *something*, and said there was a wiring problem, then left. Unfortunately, the next day I had the same problem again. Intermittent service. I called again, and they scheduled another call–that same afternoon. This time the guy said there was a problem with the connection to the cable pole involving water, somehow, and apparently the issue has been fixed. My internet works, and I’m extremely satisfied with the quality of Time Warner Internet service.
Second, a while ago I bought 3 bottles of pepsi from a Wilson Farms Neighborhood Food Store–Tops Express–at the apparent advertised price of 3 for $4.00. Well, actually no. While the signs said that, they rang up at around $1.80 each, and the cashier said he wasn’t allowed to ring them at the advertised price. So, I wrote them a letter, and today I got my reply:
Dear Mr. Back:
Please accept the enclosed $5.00 Tops Gift Card as a token of our sincere apology for your unfortunate experience at our Tops Xpress Location [sic] in Ithaca regarding your Pepsi 2 liter purchase.
We ensure that this will not happen in the future and thank you for your continued patronage.
Sincerely,
Michael J. Verostko
Director of C-Stores
Very cool. The $5.00 payout really does make me feel good about the company, if they’ll take responsibility for their mistakes. I suppose now that Tops Xpress and I have a “trust” relationship!
| This entry was posted on Wednesday, November 17th, 2004 at 4:27 pm and is tagged with high speed cable, time warner internet service, high speed cable internet, neighborhood food, pepsi 2 liter, wilson farms, intermittent service, time warner internet, trust relationship, unfortunate experience, internet works, time warner high speed, food store, dear mr, patronage, cashier, pepsi, ithaca, apology, gift card. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback. |
One Response to “Two Customer Service Stories”
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Ah, a valuable lesson – the squeeky wheel gets the grease. Most times, the customer decides it’s not worth pursuing. Good for you. Bravo!