{"id":859,"date":"2007-07-23T16:43:30","date_gmt":"2007-07-23T15:43:30","guid":{"rendered":"http:\/\/www.markwilson.co.uk\/blog\/2007\/07\/two-stories-of-great-customer-service.htm"},"modified":"2007-07-24T17:34:04","modified_gmt":"2007-07-24T16:34:04","slug":"two-stories-of-great-customer-service","status":"publish","type":"post","link":"https:\/\/www.markwilson.co.uk\/blog\/2007\/07\/two-stories-of-great-customer-service.htm","title":{"rendered":"Two stories of great customer service"},"content":{"rendered":"

It’s not often that I receive excellent customer service (a subject on which Guy Kawasaki has written a very interesting post)<\/a> and when I do, I’ll shout about it. Today I got great service from not just one but two technology companies.<\/p>\n

I’ve been thinking about buying an iPod with Video for a while now and a few months back, I had the opportunity to win one as an incentive for passing the Microsoft Certified Technology Specialist: Live Communications Server 2005 exam<\/a>. Although I was offered an 30GB iPod, I’d really like to fit my entire iTunes library on the device, so I asked for the 80GB model instead (offering to pay the difference). For various practical reasons that wasn’t going to work out, so I waited until it was given to me and tried to exchange it at an Apple Store<\/a>. They couldn’t exchange it for me, but they did check the serial number and told me that it was sold by Amazon. Meanwhile I bought a protective case from Apple and was very impressed that there was no queuing up to pay – the store assistants could complete the sales process on the shop floor and e-mail me a receipt.<\/p>\n

Next, I contacted Amazon, to see what they could do to help. In addition to e-mail contact service, Amazon (UK)<\/a> has a facility on their website whereby they will call you back and you can talk to a real person and their customer service staff (in Ireland – note that they have not outsourced customer service to companies on another continent where English is not a primary language<\/a>) were really helpful. It seems that I can return a gift to Amazon (within 30 days) and they will pay the postage and issue a credit on my account. The theory is that I can return the 30GB iPod and buy an 80GB model using the credit and some more money of my own. All I need to do now is to get hold of the original order number and I can complete the Returns Support Centre wizard on the Amazon website.<\/p>\n

Of course, now I’ve finally got my hands on an iPod with Video, Apple is bound to announce a 6G touchscreen iPod with a large flash-based hard disk… oh well, c’est la vie.<\/p>\n","protected":false},"excerpt":{"rendered":"

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I am also a photographer, which makes me passionate about some of the fantastic images I\u2026","rel":"","context":"In \"Apple iPod\"","block_context":{"text":"Apple iPod","link":"https:\/\/www.markwilson.co.uk\/blog\/tag\/ipod"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":896,"url":"https:\/\/www.markwilson.co.uk\/blog\/2007\/09\/ipod-touch-or-unlocked-iphone.htm","url_meta":{"origin":859,"position":3},"title":"iPod Touch… or unlocked iPhone?","author":"Mark Wilson","date":"Friday 7 September 2007","format":false,"excerpt":"Yesterday afternoon, Garry walked into the office and asked, \"so, have you seen the new iPod then?\". 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