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Who"s davidlian?

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davidlian is an ultra-geeky chinese dude that works for a technology PR agency. He loves fiddling with techno-toys, plays Warhammer 40K, and shoots pictures wherever he goes. Here, he rants about PR, Technology and anything else. Don't expect balance and un-biased, he ain't no journalist. Anything said on this blog are solely davidlian's personal views. Don't confuse them with company mantra, client's views or views of any organisation he may be part of.

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Monday, July 21, 2008

Best customer service ever!

I had a pleasant surprise when I reached home today. Just last week, my inspired determination to assemble my Sisters of Battle Exorcist Tank came to a standstill when I discovered I had a part that didn't fit.

Faulty Exorcist Tank part - Share on Ovi

So, I wrote to Games Workshop US over the weekend and after checking details for two days, they replied - "sure, no problem, we'll send a replacement" on Thursday last week.

Today, I had found this when I reached home:

Exorcist Tank - Share on Ovi

Okay, I was impressed by the quick delivery to me and the (expensive!) use of Fedex But, imagine my surprise when I actually picked up the box and it rattled. My jaw dropped when I opened it and found this:

Exorcist Replacements. Great! - Share on Ovi

Yes, that's a whole set of kit for a brand new Exorcist tank. Wow! I ask for a part and they send me a tank! If GW is in a fix over its financials at the moment, it touches me greatly that they aren't being miserly over customer service. Not only does their customer service guy John Spencer deserve a raise, I think the whole company's just reinforced to me just what a great company they are.

Kudos GW! You've won this customer for life.

7 comments:

KY said...

and that is actually pretty standard customer service practice in US!

yclian said...

The legendary support.

yc

davidlian said...

@KY: Not really, they would have resent me the defective part like last time, and with other companies. I think they went the extra mile this time.
@yclian: Yeah! Wishing Malaysian companies took a leaf out of this.

Dillon said...

Malaysia can't do it. You know why? We would have abused it. I don't think we have the correct mentality yet to be able to handle this kind of customer service.

Dillon said...

Anyhow, i had an experience in office whereby i ordered the breakfast set via McD delivery, when it came, turns out my burger is only a bun...they forgot to include the meat patty...-.-* My boss saw it and was like, lets call them and complain and tell them all the burgers no meat as it was a group order, bout 8 of us. See what i mean? LOL

BaLQiz said...

Hmmm even our post laju sucks, let alone the rest of the service industries in Malaysia. Even if there are excelent service here, it's only a handful and most of the time its not bein recognized... poor thang...

davidlian said...

@dillon: You're right. It's the Malaysian mentality that makes simple consumer rights like return policies untenable.
@balqiz: Yups, hear you.