Friday, March 14, 2008

Where to buy your SD cards




Part of me doesn't want to give Newegg.com accolades for this, because it is how every business should run. It is a shame that Newegg is the exception.

I've ordered a lot (for me) from Newegg over the years and customer service has not been an issue since I always got an excellent price and delivery. Recently, I didn't receive an order after a week, although it was shipped online. My tracking number didn't work on USPS.

I pinged Newegg via their online form. Less than 24 hours later, I got this email back saying it seems to have been lost in shipping, and that they've already re-done the order.

Thank you for contacting Newegg.

We humbly apologize for the unfavorable circumstances. After reviewing your account, I noticed that the sales order #XXXXX has been shipped out on 03/07/2008 via USPS. However, we cannot find any tracking information on USPS website either, and seeing as the order should have been delivered by now, we can safely assume it has been lost. In this case we have created an order on your behalf. The order number you may use for reference is XXXXX, Please feel free to check it online at your convenience.


Thank you for your patience and understanding. If you have any further questions or concerns, please click on the link below to visit our FAQs (frequently asked questions) page.


Sincerely,


Lynn Lin


Simple enough, but there was actually several things NE did in this transaction that all add to a solid customer experience.

1. They didn't assign blame (sorta), they just fixed the issue: They blamed USPS but there was no"well we shipped it, follow up with USPS." As a customer, I don't care whether it is NE's fault or not. I just want my order. (The worst in this regard is Comcast customer service who shifts blame to other departments within the their own company and then tells the customer to "call back and ask for billing."--but that's another rant). Shipping problems happen, but the company should should build that into their costs.

2. Fast response: I can't believe I am calling 16 hours 'fast," but such is online customer service.

3. No "we've got your email and will respond at some time" email.--I REALLY hate when companies do that.

4. Issue resolution in one well-written email: 1) I like the whole bow-at-your-feet, "a thousand pardons, Master" submissive tone. 2) I'm sure they use templates, but this has just enough personalization to make it seem real. 3) A real person signed the email. Now, Lynn Lin could be a made-up persona, but come on, would you make up a name like that??.

I'm feeling generous today, so some other folks I've had good customer service experiences are AmEx and Nintendo. Also, if you are going to buy big ticket items, the best companies to order from online are B&H Photo and J&R.

Wednesday, March 12, 2008

Spitzer's Wallow


Nothing to say here that isn't being said elsewhere. I was just really proud of the headline I came up with.