Saturday, October 10, 2015

Acknowledging good customer service

If I receive shabby service by a business, I'm not backward about coming forward. I will often, if I have time, raise it at the time, and failing that, will write directly to the business management to let them know what happened. If there is no way to contact them privately, I'm also ok posting about my experience on social media and tagging them appropriately.

Having said that, I find that lots of people don't feel the same about acknowledging when a business does something good for them in a customer service capacity. Which is a shame, as if someone does a good job, I think they need to know about it. I'm certainly praising my children every time they do something remotely wonderful.

With that in mind, I wanted to share my recent experience with FitBit.

Back in 2013, I talked about getting my FitBit Flex. I've pretty much worn it fairly regularly ever since, although I have stopped tracking my sleep as it's just depressing with Jimmy.

I had a bit of trouble finding a picture of myself wearing it actually, but here is a sad example focussing on a large bunch of parsley harvested from the garden...
Last weekend I noticed that it wasn't on my wrist. I could pretty much narrow down when I lost it, as I remember trying on a bracelet at a shopping centre, and it was definitely on then. We then went back to the car, I unwrapped Jimmy and put him in the car seat and then we drove home. It wasn't anywhere in the car or at home, and I couldn't find it using my phone to try and sync, which meant I never got into BlueTooth range of it. As a last resort, I emailed FitBit, knowing the device was low on charge, to ask if there was any way to locate it while there was a tiny bit of juice left.

They responded a few hours later saying, well no, not really. But could I please upload a copy of my receipt and a few other details, and they'd see what they could do about "getting me back on track".
Lo and behold, despite my receipt showing that I purchased the device in July 2013, as a gesture of goodwill the company is going to send me a gratis replacement. In fact, it's already been processed and is on it's way to me.

Completely over and above anything I expected for something well over two years old. Well done FitBit - that's outstanding customer service right there and I'm a very happy stepper!
Have you had a great customer service experience lately?

2 comments:

  1. Replies
    1. Isn't it! Although I am SLIGHTLY disappointed I won't get to buy a smart watch to replace it (my wallet thanks me)! :)

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