Here is a little story for you...
This summer the C*stco car wash cracked our windshield from bottom to top.
We drove in with a perfect windshield and came out with a crack through the center.
I was ticked.
J was the one driving it at the time and he let the attendant know and filled out an accident report.
A few weeks later we got a call from corporate saying that we were the only claim that day and it was not their fault.
Seriously?
So we went ahead and replaced the windshiled ourselves.
Well, I have a pretty savvy sister, who has learned that its worth a shot to let companies know when you are dissatisfied with their customer service.
So I thought, what the heck?
I drafted a letter stating what had happened and that we were dissatisfied with the way C*stco handled it.
I mean it's C*stco. You can return anything there.
We are loyal customers to them and we felt burned.
I sent one copy to the store, filed one online, and mailed one to the corporate office.
Within 3 days I got a response from corporate saying they would contact the branch manager.
A day after that he called me.
During the call he let me know that his specific warehouse would take care of the incident, since corporate didn't understand that hot windshields where we live will crack when sprayed with cold water.
And a week after dropping off the receipt for the replacement windshield, I got a check for the exact amount of the windshield.
Lessons learned:
C*stco is a stand up business.
Customer service and perception really matter to big companies.
Two 44 cent stamps paid huge dividends.
7 comments:
I had to delete and repost my comment because I misspelled a word. Anyway...I had that happen to me in '03 at a Chevron. But I figured it was my fault for getting my car washed on such a hot day. Dangit! I should have made a stink I guess. Next time.
Way to be Jord!! I'm all about just asking. Sometimes I do think "why didn't you just fix it in the first place?" But think how many people just roll over and get walked on, that's why they don't do it unless push comes to shove. Bummer he didn't just tell you that hot windshields crack in cold water when you first made your complaint. Ahh well, C*ostco is still my favorite place too.
Good report Jord. Glad to hear that tenacity paid off.
Never underestimate the power of a nicely written, legitimate complaint. I'm glad it paid off! :)
That was a fine course of action you took, Jord. I, too, believe that the store mentioned is a good one, and that they are a stand-up business. Thanks to your sister for her expertise, and to you for getting the satisfaction that you richly deserved in this situation.
boo yeah
Post a Comment