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Is This Really Five Star Customer Service — Trapper Sherwood

Is This Really Five Star Customer Service

When you think of “5 Star Customer Service” What is it that you think of?

Let your mind wander for a second and think about this.

Is 5 Star service to you having a nice, neat piece of chocolate left on your pillow once a turn down service has been completed for the night?

Or perhaps it is being driven around by a courtesy driver as your vehicle is having routine service done to it.

Or maybe 5 Star customer service to you is a company just doing what they say they are going to do.

I could get real cynical here, but I won’t. (Clenching jaw and gritting teeth here.)

Here’s my point.

Recently I purchased a brand new microphone from a big and reputable online company. My gripe is not with them by the way.

Because my order contained numerous components I fully expected it to be shipped from the various suppliers used by this big box site.

Order was made, (Heck of a price on this top quality microphone by the way), order was paid, and notice of items being shipped received via email.

Cool.

I was actually amazed how quick all the components arrived.

When my last piece of my order arrived I excitedly put everything together to test it out.

No go.

This is where my question of 5 Star Customer Service comes in.

After trying every avenue I could think of to get this equipment to work, I called tech support.

We (tech support & I) diagnosed the problem, and (After further review) it was determined the wrong microphone was shipped. (In my defense I did order the correct one, wrong one shipped. I ordered a dynamic mic, a condenser mic was shipped.)

Ok, no worries I thought, I tried to get a hold of the company out of Miami that shipped it to me. (By the way this is the company that states “We deliver 5 Star Customer Service.) Keep that in mind.

Phone call made, no answer, left voice mail. No reply.

Email address sent through the big box site & reply received about a day or so later.

All is good i thought, they apologized for the shipping error, and as soon as they received the mic I was sent by mistake, they would ship the correct one, and an extra xlr cord because of their mistake.

I’m telling you I thought that was really cool!

I shipped the mic back to them, and i received notification that the new one was on it’s way! I had the FedEx number to track it.

That was November 19th 2010. As I write this it is November 30th 2010.

I don’t usually write inflammatory posts but I have to tell you I am pissed!

To make matters worse I called FedEx to track it because when I looked online the tracking was very vague. 3 days in Orlando, 5 days in Memphis, what the heck!?

Anyways, the very nice lady at FedEx explained that it looked liked they used some type of 3rd party carrier that FedEx offers and it should arrive sometime this week.

Now, I’m going to ask you. Is this “5 Star Customer Service” in your eyes?

Even if they sent it by regular USPS it would have been here by now!

Where is the 5 Star Customer Service?

I’m not feeling it!

And an email sent to them has not been replied to yet.

So, while I sit and wait like a kid at Christmas waiting to see what is under the tree all wrapped up, I’ve had time to think of this and reflect about it with my own business.

You should too.

Are we really giving our customers the best service when they need it? (Returning emails in an appropriate time & voice mails come to mind right off the bat.)

Are we delivering on our promises to them?

You can bet my eyes have been opened just a bit more and I will be doing my Damnest that my customers get 5 Star Customer Service, and not just lip action.

Thanks for reading and letting me vent.

Sincerely,

Thomas “Trapper” Sherwood; CMH