March 14, 2011
Is customer service really dead?
posted by Barbara Harms AsianArtAndQuilts
For many fiber artists and quilters your sewing machine is an important tool, so I want to share my recent experience with a local business where I had purchased my sewing machine, a Viking Sapphire.
With so many stories of nightmarish service after the sale, I think a good experience is worth sharing.
After having my Viking Sapphire for almost 2 years, and its problems from the get go I took it back to the shop. I had had it with this machine and really wanted something else-another brand. I was prepared for a battle, had my game face on & ironlike resolve, “I wanted satisfaction! I expected the big brush off or run around. Isn't that the kind of service we have come to expect of most businesses these day?
But instead of a battle, where I anticipated a need from me to rant or rave, shout, cry, jump up and down, turn red, you know all the things people are usually forced to do to get any customer satisfaction--the unexpected happened -- the owner dealt with us personally, and I was given full credit for what I paid for my machine 2 years ago.
He said that he would be happy to replace my machine with a new comparable Viking’s machine. He felt Vikings were good machines, but if I had lost confidence in the company, he would be happy to give me full value of what I paid, towards any machine I chose.!! and, as if that wasn't enough, he replaced accessories and threw in an extended 3 year warranty to boot on my new machine, too.
Finding this kind of service, after the sale, is unbelievable in this time of self-serve & no customer service.
And, ME! I am loving my NEW Janome Horizon. -- After all, when you think about it, this is good business practice, cause when I go to purchase a long arm, where do you think I’m going to go?
Check my blog for the low down on the Horizon.