Want to feel gratitude? Complain.

Man, am I a happy girl!

I used to just take crap. -still do, depending Now, I try to contact people and give them a chance to fix things.

I got another great offer from Keurig for supplies that included huge Me-Sized beverageware. After a couple of weeks, I was like, ‘Erm, where’s my stuff?’ It usually comes within a few days. After speaking to the lower-tier rep (we know how this plays), I got boosted up to the next. I should pause here. The problem — which I’d already sussed for myself before ringing — was …

Hold On To Yourself: FedEx. Remember the last time FedEx came and left me their truck?

I guess they don’t want to come at all now. They lied. They said an attempt was made at the residence but nobody answered the door. This is the family ranch. There were two adults there at the time and they’re lonely. They love nothing better than to answer the door or take phone calls from scammers trying to make a buck. They live for this.

No attempt was made. This was the real reason for calling. K needed to know that FedEx was lying. I know they’ll never stop using FedEx, it’s huge! But they need to mark down someplace that there’s an issue with a driver, a route or communication…something.

With living in the Ozarks, delivery services will hand off packages to the USPS. It’s called Rural Delivery. You can pay next-day all you want but it’ll get to El Rancho Reedo when FedEx, UPS and the USPS bloody well feel like it. This is Our Normal.

I’m not used to them lying and I’m not used to …

Needing to schedule a special delivery. Me? No, I don’t think so. You know where I live. I can write ‘Lily’ with a zip code and get something sent to the ranch. They know who I am and where I live.

Where was I? Oh. FedEx lied and now I have to schedule something with the local PO?

Back to my rep at K. ‘I’ve never seen this but it says you have to schedule, so I guess you have to–‘  -we had been speaking a long time by now, I was polite because I know it’s not K’s fault and they weren’t being rude by saying it’s my problem or anything, this was just how the discussion went

Me: My part is done. When I paid $60 for a box, that was my part. How about you refund my money and they can keep the box?

She laughed, again, we had been going back and forth over how crazy this was. I’m leaving out a lot of the crazy but in addition to lying, it had been ALL OVER THE COUNTRYSIDE yet missed our ranch!

She offered a better solution. ‘How about I refund your money and I contact this post office?’

Me: Perfect!

I’m so thankful that Keurig has a good support staff waiting there. While this may have been an unusual situation, it nevertheless happened to me. I wasn’t going to die without these mugs and pretties but I appreciate them handling FedEx’s cluster.

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10 thoughts on “Want to feel gratitude? Complain.

  1. I so much appreciate it when someone on the end of the line seems to give a damn about my experience as a customer. That’s the sure-fire way to keep me as one!

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    • Lily says:

      She took the attitude that this was just plain weird and wrong, which it was! How many companies do that, though? They often sort of sit back and let you go. Reminds me of that — probably Zig Zigler quote — about taking a minute to lose a customer it took months to get. I’ve also probably screwed up the quote but you get what I mean.

      Like

  2. It’s good to know there are companies out there with good customer service. And who knows, you may end up with the goodies after all, even after receiving the credit.

    Like

  3. Yeah for a good CS experience!

    As someone who works “customer service”, even if it is internal, the fact is that the squeaky wheel gets the grease – and that’s a good thing. If a customer cares enough, they’ll get the attention they need. Its those blighters who sit back and do nothing but complain, instead of giving a company a chance to make it right.

    I think Amazon is a great example of this – I’ve only been unhappy with an experience ONCE with them, and they made it right. No other shop has kept me as a customer as long.

    Like

    • Lily says:

      That’s good to know about amazon since I do so much trade with them! I had a TERRIBLE experience with woot.com.

      TERRIBLE. I’ve bought tons of stuff from them but the ONCE they screwed up? (sent the wrong item) Oh, gosh. I spent hours trying to get them to RESPOND. Finally, I tracked down one of their workers at his TWITTER account. Crazy. Bad. May’ve been better off sitting back, bitching, than doing all the heavy lifting I did with them because yes, they refunded me but I don’t want to buy from them EVER again. Hours and I have to become a private investigator to contact a worker outside of company? Crazy.

      Like

  4. Maybe if gave the old truck back to ’em……….. 🙂

    Online businesses in particular need to have perfect customer service or they are doomed.

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  5. It’s nice to have a pleasant experience dealing with customer service. The manservant once waited at home for a UPS delivery, never left the house and it’s so small you can see anyone at the front door while standing on the back porch! Anyway, he kept checking the delivery status and it was saying “out for delivery” until at 7pm it said “attempted; no-one home” … needless to say he was pretty furious when he rang them. They do need to be made aware if their drivers are lying about trying to deliver when in fact they were not (trying).

    Like

    • Lily says:

      Indeedy! I went through the original shipper because a) fedex had already passed it off on 2 post offices and b) I really thought K deserved to know Fedex was pissing off their customers! 🙂

      Like

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