Amazing!

This is a company I definitely want to do business with again.

I wrote yesterday about a book I’d gotten that had a lot of blank pages, so that huge chunks of text were missing. I e-mailed the company around 2 p.m. yesterday, explaining that I’d bought the book used, but was hoping that they could provide me with a replacement copy.

At 4 p.m., my phone rang. It was a representative of the company. Not only are they sending a replacement book, but they wanted to apologize in person for the inconvenience. They also wanted to know where I’d bought the book, so that they could have that vendor check the rest of their inventory. I explained that it was a used book store, and this had been the only copy in the store. The representative was very nice, assured me that my replacement would be shipped that day, and thanked me for letting them know about the problem.

This morning, I received an e-mail stating that the book was shipped yesterday via Priority Mail!

What I find amazing about all of this, and what makes me want to do more business with this company, is that I have been very open about the fact that I bought the book at a second-hand bookstore. In other words, I’d not really spent any money with this company itself. It’s as if I’d bought a toaster at a garage sale, found it didn’t work, and the manufacturer replaced it anyway — and shipped it FedEx so I wouldn’t miss my morning toast.

I like a company that stands behind its product even when the product is bought second-hand. That’s a good business practise. And it definitely makes me a satisfied customer.

Tags: customer service, True Stories