Olly Posted July 16, 2008 Share Posted July 16, 2008 We get a lot of rants on here about poor service - and there's no better place than the forum to let off steam, and to warn others about the companies concerned. However there's a saying that if you get bad service, you tell 10 people whereas if you get good service you'll tell five (or something like that) - well, I'd like to reverse that trend. I bought a reconditioned Bosch garden shredder on eBay earlier this year. I was thrilled with it, until it suddenly stopped working a few weeks ago. It was sold 'with full warranty' but I couldn't recall having any paperwork. I rang Bosch, expecting to be told to take it to a local repair agent. "Where do you live, madam? We'll collect it tomorrow" - the shredder was collected, and returned a week later fully repaired AT NO CHARGE. No arguing, no 'take it back to the retailer', no courier fee - how often do you get service like that these days? Top marks to Bosch, and it would definitely make me buy another Bosch appliance in future (they also own Qualcast, I believe). Maybe we could have a thread of positive recommendations! Quote Link to comment Share on other sites More sharing options...
Tessa the Duchess Posted July 16, 2008 Share Posted July 16, 2008 It is unusual today to get such friendly, good service This is slightly different, but impressed me. I used to belong to the online DVD rental club Lovefilm. After about 2 years I realised that I just didn't have the time to watch so many films due to grandchildren, chickens and forum browsing Anyway I decided to cancell my membership. I approached this with a certain amount of dread, because in my experience it is soooo easy to join up for things, but often very difficult to get out of them. I phoned the 'unsubscribe' number on their website, got through immediately to a very friendly lady and told her I wanted to leave. She looked through my records and said "Oh what a shame, if you had phoned 2 days ago to cancell you would have been within your month's cancellation time, but now you will have to pay for another month" She then clicked away on her computer and said "Ok I have pretended you phoned two days ago, so now you owe us nothing" To say I was amazed would be putting it mildly. Nice company to deal with. Tessa. Quote Link to comment Share on other sites More sharing options...
buffie Posted July 16, 2008 Share Posted July 16, 2008 I think we have got a good service thread now:D That's really fantastic. We had a good experience with Qualcast, we did have to take the mower in but they didn't need receipt or anything just looked at the serial number and fixed no charge. Our Foxwatch went wrong and they just sent a new one once they'd looked at it, no hassles. Good service Buffie x Quote Link to comment Share on other sites More sharing options...
Olly Posted July 16, 2008 Author Share Posted July 16, 2008 ooh yes - that's another one on my list, Primrose of London - replaced my Foxwatch with no quibbles. It's good to know that there are still some companies who care about their customers! Quote Link to comment Share on other sites More sharing options...
Guest Posted July 16, 2008 Share Posted July 16, 2008 I have to use Dr Browns bottles with Squidger as he has suffered terribly with wind, and I bought a steriliser, second hand off ebay, that came with the special tongs you need to get the bottles back together. The tongs snapped in half the other week, and I couldn;t find anyone who sold just the tongs, without having to shell out £25 for a new steriliser as well. I emailed their parent company to ask where i could buy the tongs, and they've replaced them for me, free of charge, even though the ones I had were already second hand. Quote Link to comment Share on other sites More sharing options...
chickencam Posted July 16, 2008 Share Posted July 16, 2008 I had very good service from Morphy Richards when they replaced my breadmaker bread pan which had sprung a leak. Glad you had good service Olly it does make a difference when you are loking for a new product if you have had good service in the past. We are all quick to complain but not so quick to praise usually. Quote Link to comment Share on other sites More sharing options...
Ziggy Posted July 16, 2008 Share Posted July 16, 2008 I like this thread!!! Lovely to read about all the times when people actually make a positive difference. I once contacted Playmobil in some other country (can't remember where they are based, Germany or something?) because DD1 and DD2 had received the pirate boat for Xmas, and it came with three figures I think, but one of those three was a girl, and obviously my daughters loved it... unfortunately, DD3 then played with said girl pirate and hid it in a lamp, while the lamp was off... we didn't know where it was, but obvioulsy when the lamp was turned out, big favourite girley pirate melted... DD1 was devastated, and at the time I couldn't find a similar figure in their small playmobil boxes at the stores... so I contacted them to ask if they could replace the said figure, I had the serial number and everything, explaining what had happened... they replied saying 'no problem, just email your address detail and we'll send one'... I enquired about cost and got email saying 'no cost, we're happy to send you one for free'!!! How sweet is that?? I know it's just a small plastic figure... but still... lovely, fast, efficient, understanding service, all for free... Another lovely experience was with Newzealand-jewellery.co.uk... I have told this on here before, but just to summarise, someone here sent me a link to a perfect little jade dolphin necklace for DD3's birthday, but there was little time left for her birthday, so I ordered it from the website and sent them an email (it was a sunday, or an evening, so couldn't call) asking them if, for a fee, they could send it by special fast delivery... I got an email later on saying 'no problem, it's just left and will be with you tomorrow'... I asked how to pay for the extra delivery and got this lovely reply : 'as it's for your daughter's birthday, we're happy to do it free of charge'... that was very, very sweet. Quote Link to comment Share on other sites More sharing options...
Jules. Posted July 16, 2008 Share Posted July 16, 2008 I used Pet Planet to buy the green cuprinol I needed to paint my run with. I paid an extra £2 for express delivery, the order turned up the next day, but with a leaky brown tin of cuprinol, & bashed-to-bits chimenea logs. I phoned them, they sent out the right sfuff the same day, & told me to keep the wrong cuprinol (worth £25), & would refund the £2 express delivery charge. The right order came the next day, & I gave the brown cuprinol to my friend J who has helped me make my run- he said the lid had come off the tin, & that there was 7/8 of the paint left inside! Quote Link to comment Share on other sites More sharing options...
AmandaR Posted July 16, 2008 Share Posted July 16, 2008 Ohhh, I like this topic. A while ago my dd received a Ravensburger Disney Princess doll kit as a present from a relative. When she opened the box, the materials and pens were missing and the relative couldn't find the receipt anywhere. I contacted Ravensburger to see if I could buy these items seperately from them as I had no luck in the shops and within a few days they had sent me a whole new box with all the correct contents - totally free of charge. It is lovely when companies go beyond what you would expect. Quote Link to comment Share on other sites More sharing options...
Cinnamon Posted July 16, 2008 Share Posted July 16, 2008 Places I have always had good service from, & I have VERY high standards having been a retail manager for several years, are John Lewis,Centerparcs, Waitrose & Lush. John Lewis swapped an entire leather suite or 2 sofas & an armchair for us when one of our sofas got saggy around the springs.They did this so there would be no problem with colour match. Centerparcs are always great when we go there.We have yet to meet a bad member of the staff,& some of them even recognise us from year to year. Waitrose & Lush always employ bright,happy cheeful people who want to help you. Just the other week I was looking for something in Waitrose & couldn't fond it.The manager actually looked it up on Google for me & printed out what it was,so I could substitue for something else as they didn't have it (think it was Rouille?) Anyhow,a round of applause for all of these retailers from our family Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted July 16, 2008 Share Posted July 16, 2008 It really does lift your spirits when they go the extra mile, doesn't it? I have found Ocado to be brilliant - they wer having packing problems, which meant that delicate items were at the bottom of the bags - squidged to a pulp; I emailed them about this, the next order came beautifully packed and with a complimentary bottle of wine. Quote Link to comment Share on other sites More sharing options...
Ana's flock Posted July 16, 2008 Share Posted July 16, 2008 Great thread! credit where it's due. I had a similar experience to Olly's after I bought a Miele washing machine from e-bay. Something went wrong and they sent an engineer who replaced the electronics panel free of charge. Great! There are good customer service examples out there - John Lewis are fantastic, I always use them as an example for good service standards. Well done! Quote Link to comment Share on other sites More sharing options...
buffie Posted July 16, 2008 Share Posted July 16, 2008 Ditto Waitrose, they are excelllent and John Lewis. Mothership as it's known Buffie x Quote Link to comment Share on other sites More sharing options...
Guest Posted July 16, 2008 Share Posted July 16, 2008 ....We are all quick to complain but not so quick to praise usually. This isn't directed at you chickencam (or anyone in particular, just picking up on comments I've seen around the forum), just borrowing your sentence to make a point I don't necessarily agree with that statement and I have to say (maybe i should put this under the things that annoy me thread) but it does annoy me when, if someone wants to have a little bit of a moan or a rant on here, the insinuation is made that they're being a 'drain' or not focussing on the positives in life. I like the 2 threads running at the moment about annoying things and things that make you happy. I've contributed to both and I think they're both great. It's yin and yang as far as I'm concerned and there's no harm in ranting or praising, both are good for the soul by the way...I've praised morphy richards re my breadmaker and the hospital where i had my heart scan on here in the past. I always make a point of telling people about how grateful I am if I receive 'good service' usually the ones that provided it. Good for Bosch Quote Link to comment Share on other sites More sharing options...
Ange1 Posted July 16, 2008 Share Posted July 16, 2008 (edited) I love Bosch, always buy white goods from them if I can afford it. Omlet are good at their customer services. I rang Vivenne to complain about a faulty valve in my superglug and as an appology they sent out two poultry notepads! Edited:rubbish smelling! Edited July 16, 2008 by Guest Quote Link to comment Share on other sites More sharing options...
Guest Posted July 16, 2008 Share Posted July 16, 2008 ...and as an appology they sent out two poultry notepads! now if you were saying that aloud, people would think you were complaining! Quote Link to comment Share on other sites More sharing options...
freddie Posted July 16, 2008 Share Posted July 16, 2008 Kent hairbrushes deserve a mention; really really efficient, and a free gift!!! Quote Link to comment Share on other sites More sharing options...
Ange1 Posted July 16, 2008 Share Posted July 16, 2008 See what you mean Poet! I hope that the replacement valve are 'to follow'! Quote Link to comment Share on other sites More sharing options...
Janty Posted July 16, 2008 Share Posted July 16, 2008 Morphy Richards replaced my iron free of charge even though the two year warranty had expired as they said that it had a fault that they had seen numerous times in that model. Quote Link to comment Share on other sites More sharing options...
Lapinou Posted July 16, 2008 Share Posted July 16, 2008 My heads up goes to the Samaritans. I'm sure many other parents on here will recognise my story of days where everything goes wrong and you feel like the worst parent on the planet, that you're ruining your children by shouting so much etc. etc. etc. I rang a parent helpline once in tears having put my children in their room before I did some damage to something for what they called 'information and support' and just got a load of very unhelpful advice and lots of interrupting. Two other times I rang samaritans - what a difference! Just let me cry myself out and talk and talk and talk - no advice, just space to clear my head, and warm, caring support. I can say the same for my experiences with NCT breastfeeding counsellors, but now I'm trained as one myself, doesn't have the same impact When my NCT days are over, or I just have more time, I am definitely going to be training and volunteering with the Samaritans. Quote Link to comment Share on other sites More sharing options...
Egluntyne Posted July 16, 2008 Share Posted July 16, 2008 I love Bosch, always buy white goods from them if I can afford it. Omlet are good at their customer services. Edited:rubbish smelling! Eh? to the rubbish smelling? I agree about Bosch. Exellent quality. I've never had any problems with Omlet service. Thumbs up to John Lewis, Sheffield. I once had a massive complaint about a dishwasher I bought there...Zanuussi....don't touch them with a bargeple. I had had it repaired umpteen times on a maintenance contract, and I wrote yet again to Zanussi complain about the fact that the machine kept breaking down, each time for a different reason, and copied my letter to the Manager of JL Sheffield as I wanted him to see what sort of experience I was having with goods sold in the store. The next day, I received a phonecall asking me to come and chose another dishwasher free of charge, and a maintenance contract was thrown in also FOC. I chose a Bosch. In addition I was given vouchers to the value of £100. Was astonished and delighted. Quote Link to comment Share on other sites More sharing options...
Yolky Posted July 16, 2008 Share Posted July 16, 2008 Lapinou I am glad you were able to find someone to talk to. Being a parent can be such a rollercoaster ride and so rewarding but it is also one of the most testing things that you can do. If you ever need an email buddy for non judgemental splurging then please don't hesitate to PM me for my email address. Quote Link to comment Share on other sites More sharing options...
chelsea Posted July 16, 2008 Share Posted July 16, 2008 Well done to Bosch. Have you notified them Olly of how pleased you are with their service? I think its good to let companies know what they are doing right as well as doing wrong, so if you havent already it might pay to let them know. I was so pleased with the service I got from people over the phone at National Express that I notified them by e mail and the phone handler got recognition in the way of the bonus working in customer service myself it is sooo nice to receive nice comments from people....really brightens your day! Quote Link to comment Share on other sites More sharing options...
Lapinou Posted July 16, 2008 Share Posted July 16, 2008 Thanks, Yolky - will do Quote Link to comment Share on other sites More sharing options...
jlo Posted July 16, 2008 Share Posted July 16, 2008 When my daughter broke her arm we went to the local A & E. they were very good and kept us informed about what was going on, even though they were really busy. I sent them a card to say thank you and got a letter back thanking me for the thank you card! I guess they don't get that many Egluntine, is the JL store in Sheffield still Cole Brothers? I lived in your fair city until I was 18 but have not been back for some years now Quote Link to comment Share on other sites More sharing options...
