Good experiences with customer service?

[Lucifer666]

Ever had an experience with customer service so good it's worth sharing? Talk about it here.

What's motivated me to make this thread? I just got off the phone with Apple; it's my second time calling. Both have been exceptional.

The first time was for a battery issue my MacBook was having, and the entire process was so seamless that I didn't really have to do anything; I clicked on the site saying I needed support, signed in to my Apple account, and received a call from them. They already had my devices on file so they knew the MacBook I was talking about, then added to my Apple calendar an appointment at my nearest Apple store.

Today's call did it though. I lost the half of my Mac's adapter that goes into the wall plug so I called to ask about an official replacement (since everything online is a Chinese knockoff), and the rep says it's not his department and puts me on hold. After being on hold for 25 minutes, he and a colleague continued to apologise for the long wait and gave me an 'exception' (i.e. a case for which I don't have to pay), meaning I get not only the part I wanted to replace, but the entire adapter for free. If you don't know why this is so important it's because replacing my adapter the last time set me back $100, where I live's crazy expensive.

People have gotten entire MacBooks or devices through exceptions and it's really down to the Apple rep being in a good mood that day and feeling sorry for you, basically. I think it's really nice to have something like that to get excited about

 

[CIAwesome526]

I called up Nintendo with a problem with my pedometer and the lady was incredibly nice. That's all the details I'm going into.

 

[yusuo]

I called up Nintendo with a problem with my pedometer and the lady was incredibly nice. That's all the details I'm going into.

and then she said no because nintendo's customer service are robots who don't really give a damn

 

[CIAwesome526]

and then she said no because nintendo's customer service are robots who don't really give a damn

No actually she was nice. I told her the things I've built, such as cannons, and such, and she talked about what she did while she looked for the answer to my problem. She also happened to build stuff. Not cannons obviously, I'm the only one who does that.

 

[mgrev]

i mailed nintendo when i bricked my 3ds. i had to move my nnid. i told them my 3ds was broken (which it was) and it went really smooth. they wanted to speak with my parents to make sure i had the permission though. went fine

 

[Scarlet]

I called up Nintendo Support to have my NNID unlinked from a console that I had "lost in my house". The guy talked me through the consequences of unlinking the NNID, like not being able to play the games on my system should I end up finding it. I said I was tired of not being able to play my games and already had a new system, and he did it there and then for me. What a champ.

Amazon have been pretty good with me lately too. Even though I'm in a horrendous mood a solid 85% of my Amazon chats, they seem to almost always resolve my issue. I'd say the best of these cases was me ordering six Haruhi Light Novels from Amazon US. I had waited a month for them to come, and on the day they should have gotten here, I received an email saying they couldn't be delivered to my address. I complained, and was told to re-order them with the fastest shipping (this shit is like 2 days from America to the UK) and they'd make the postage free.

So yeah, I rate them both.

 

[mgrev]

Oh. i also had a chap with an ebay seller. i bid on some stuff, but the day after. ebay told me there was shipping. i contacted the seller asap to remove the bids. got it all fixed in 2 days, although the bid on the second item was not removed, so i contacted the seller again, and the purchase was canceled

 

[CIAwesome526]

I called up Nintendo Support to have my NNID unlinked from a console that I had "lost in my house". The guy talked me through the consequences of unlinking the NNID, like not being able to play the games on my system should I end up finding it. I said I was tired of not being able to play my games and already had a new system, and he did it there and then for me. What a champ.

Amazon have been pretty good with me lately too. Even though I'm in a horrendous mood a solid 85% of my Amazon chats, they seem to almost always resolve my issue. I'd say the best of these cases was me ordering six Haruhi Light Novels from Amazon US. I had waited a month for them to come, and on the day they should have gotten here, I received an email saying they couldn't be delivered to my address. I complained, and was told to re-order them with the fastest shipping (this shit is like 2 days from America to the UK) and they'd make the postage free.

So yeah, I rate them both.

Oh yeah, Amazon is great. Even on non prime items that say no returns or refunds I got a refund by contacting support. They always some my problems. They're great.

 

[VinsCool]

I usually get good service from most.

The only one that really pissed me off was UPS. Just a quick advice: If you ever have some postage to deliver, never do business with them. Their service is shit.

 

[TamDanny]

Back then, I had lost my 3DS (no idea where it is now) & I later managed to get a new 3DS to get, but most of my games were digital, & connecting my NNID to the purchased 3DS would have most likely caused problems, since the one I lost already had it linked. I called Nintendo Support (with a web service, 'cause I've heard a few bad things about Mexico's Nintendo Support) to see if there was any way to transfer all my purchases to the 3DS I had.
In case you're wondering, I have an American NNID because the only way for me to obtain eShop credit at the time was through the prepaid cards sold in USA (well, not anymore, there's now Mexican ones here). The address belonged to a friend, & we used that.
The lady that helped me out was really nice and polite, & she definitely knew what to do in my problem. She helped me unlink the lost 3DS, so I could link the new one I had. After a bit of time, I was told that the transfer was in progress, & I should wait until it finished. Few hours later, I got my confirmation email, & when I checked my eShop account through my purchased 3DS, everything I bought was available to redownload.
Really nice experience from the Support team. I guess I just regret losing all of my save files, but at least I got a lot of time to replay it all.

 

[CIAwesome526]

I usually get good service from most.

The only one that really pissed me off was UPS. Just a quick advice: If you ever have some postage to deliver, never do business with them. Their service is shit.

Microsoft is worst. Microsoft is horrendous. If you don't know how to handle a problem and the Microsoft site says to call up, it can be a one step solution, but they'll stop you and ask for 100 bucks a year for support. You'll probably pay up and they'll say to restart the pc. If you call enough times you'll eventually get a white guy who doesn't strictly follow the rules who will help you, for free. Otherwise it's awful.

 

[Luglige]

I had a good experience with pornhubs Customer Service it was pretty sweet if you know what i'm saying...

 

[astrangeone]

Leatherman - I recently bought a mini/keychain tool for myself, and I attempted to open a can of corned beef with it (lost the church key). It busted the pliers on it so badly that the chunk of metal flew off with a click. I filled in the online form, and then sent it in. Keep in mind this was near Christmas, and I didn't expect an answer until 2016. I got home late one night and I saw that there was a package in my mailbox. It was the leatherman!

Amazon - bought some stuff for my mum's birthday, and it arrived super quickly. Unfortunately, the mailman stuck it behind some bushes and my neighbour accidentally opened it. I ended up in the chat, and the guy checked out Canada Post. He said that the package hasn't been delivered and he ended up apologizing for that. But later, my neighbour phoned me and confessed to her opening my package. *growls*

Nintendo - they were pretty good. I had bought an used 3DS (the same Aqua Blue I'm trying to get rid of now), and the guy had completely forgotten the PIN and completely locked down the 3DS. (It was on firmware 4.X and even updating was a pain.) I rang them and instantly got the master code to unlock it.

 

[endoverend]

Nintendo did something nice to me once. Trying to be cheap, I stupidly bought a broken Wii U to use for hacking, so I could keep one for online play. I had heard they would give you the repair for free, not $100, if you tried hard enough. Anyway, after i told the rep i couldn't pay for the repair like 50 times, he kept lowering his price until he agreed to give me a $40 repair. He even gave me a referral code so I could set it up later. I imagine the reps have to be pretty good like that as they primarily deal with children.

 

[teegeeack]

back when the nintendo DS lite came out, i bought one and arranged a deal with an online friend of mine where i'd sell her my original DS along with an animal crossing cartridge, both complete in original packaging, for prolly about... 80 or 90 bucks or something, including postage cost. it was a pretty fair price at the time.

only problem was that the original DS had a few obvious "stuck pixels" in the upper screen. pixels that lit up with a certain color and never changed. i think i'd owned the DS for several months already, don't remember if it was still under warranty or not. even if it was, i had already technically voided the warranty by flashing the firmware to use one of the early DS flash carts (before the flash carts that go into slot 1, there were carts that used a firmware hack to run DS software from slot 2 [the GBA slot]).

i didn't feel right about selling somebody a DS with bad pixels, so i contacted nintendo first and they sent me a pre-paid mailing label so i could submit the DS for repair. they didn't give me any hassle about it, no troubleshooting interrogation, or anything like that. re-flashed the firmware to stock, sent the DS to them, and they returned it to me with the screens in perfect working order. no more stuck pixels.

it was one of the few times that i've dealt with long-distance customer service that didn't leave me feeling frustrated and exasperated. i have not always approved of nintendo's business practices or their product designs, and some of their fans can be a little cult-ish (about as bad as apple fans, marvel film fans, etc IMO). but i must say that the one time that i had to deal with nintendo for a repair of defective merchandise, they took care of business promptly and honorably.

i know it sounds like i'm saying that nintendo really did something special just by providing standard warranty service that SHOULD be commonplace. but i've dealt with more than enough companies that were simply either lackluster or totally unresponsive in that regard. and dealt with plenty of companies that try to save as much money as they can by having their CS reps go through an exhaustive troubleshooting routine of trying to figure out what the stupid customer did wrong before they'll consider the possibility that the product/service is actually defective. so in my experience, a company that'll just assume you are an intelligent person & take your word is kind of an uncommon thing.

 

[The Real Jdbye]

I e-mailed Roccat to ask if they sold replacement microphones for the Kave because I had lost my old one. They just straight up told me they were sending me a replacement for free.
Previously I also e-mailed them asking if they sold replacement keys for the Valo keyboard because mine were getting worn out and they said they could send me free replacements, all I had to do was tell them what keys I needed replaced. I ended up not bothering because the keys were just going to get worn out again and the keyboard was rather big, heavy and noisy so I decided to replace it with a pretty decent Logitech keyboard, but still great customer service.
Those are the only two cases I can think of where customer support has gone out of their way to provide service beyond what they are legally required to. Roccat really is an awesome company

 

[vayanui8]

I've always gotten very good service from gamestop. I once prank called them looking for battle Toads and they ended up telling me other stores where I could buy it lol

 

[LarBob]

Though they get a lot of crap, I've always found Time Warner Cable's support to be good. Though they're not a good company in my opinion, their support is actually pretty good. I've always had nice people who really seemed like they wanted to help.

 

[teegeeack]

Though they get a lot of crap, I've always found Time Warner Cable's support to be good. Though they're not a good company in my opinion, their support is actually pretty good. I've always had nice people who really seemed like they wanted to help.

and no matter what, at least it ain't comcast.

 

[LarBob]

and no matter what, at least it ain't comcast.

Pretty much. I'm so glad I don't have to deal with them after all of the horror stories I've told.
Also, a data cap in 2016?