Just last week, I wrote about how Charter Cable really dropped the ball with me and lost me as a customer completely due to poor customer service (and unfair charges). To replace my outgoing cable service, I purchased a TV antenna
After opening the box and inventorying the parts, I realized that a few pieces were missing and one crucial part was broken. I was dismayed. The “savior” of my personal TV experience was defective and incomplete on arrival. I searched the box for the warranty and manufacturer contact information.
After I located the paper detailing the lifetime warranty, I called the phone number included. As the phone rang, I fully expected the typical customer service run-around and frustrating call center scripts. I mentally prepared myself for the upcoming battle which would pit my wits against a powerless employee. But once the call was answered, my preconceptions flew out the window.
I was immediately connected with a pleasant lady who listened patiently to my poor attempt to describe the missing and broken parts. She worked with me for about five minutes as we both made sure that we understood what parts were affected and then asked for my address and contact information so she could ship out replacement parts right away. No returning of the defective parts before they would help me; no accusations or implications of fraud from the employee; no “I’m sorry, I cannot help you” excuses. I received only outstanding customer service from a local, English-speaking, pleasant lady who did nothing but try to help me as best as she could. That’s how customer service should be!
I want to tip my hat to Antennas Direct. They are one of the few companies I’ve run into lately that prided themselves on customer service and didn’t make me jump through any hoops in order to use their guarantees. Apparently, they’re a local company - just on the other side of St. Louis from me. I don’t know how much more business I’ll need to do with them (how many whole-house TV antennas do you need anyway?), but I hope to run into them again.
Kudos, Antennas Direct. You’ve made me happy I dropped my Charter Cable.
Photo by: ailatan
{ 2 comments… read them below or add one }
When you receive service like this it is a like finding a hidden treasure! Isn’t it sad that we expect customer service to be poor?
I would love to know what Antennas Direct does as a company with their employees to insure customers get this kind of service!
Thanks for posting something good about customer service!!! Great story.
You might not do any more business with them but spreading the good word about them will bring them more business. I’ll definitely look into Antennas Direct when I buy an antenna. Poor customer service has stopped me from visiting stores and doing business with companies like Best Buy. It’s great to hear stories like yours.