I recently ordered replacement parts for our kitchen stove online from RepairClinic.
The main problem was that one of the large heating elements on the stove top, after intermittent problems, had stopped working. I ordered the burner, the associated wiring and some other pieces primarily for cosmetic improvement.
The order arrived with the right number of parts. However, instead of the surface heating element, there was a small cylindrically shaped object, a pressure relief device for a pressure washer.
It turned out that RepairClinic has online chat.
3:54:13 PM – Hi, my name is Erik. How can I assist you today?
3:56:06 PM – We just got our shipment, but it didn’t include Item #: 911361 Description: Coil Surface Element. Instead it included item 1955152 (UPC code), which we didn’t order.
3:56:40 PM – Ok let me take a look at your order and see what happened. One moment please
3:58:09 PM – The part we got is a thermal release valve for a homelite pressure washer, which we don’t have.
4:00:16 PM – Ok I am going to set up a replacement for the surface element. I will make sure that the warehouse grabs the correct part this time. I am not sure if someone back there just grabbed the wrong number or something else happened. I apologize for that regardless. I can upgrade the replacement to fedex ground and that will get to you this Tuesday
4:00:42 PM – Thanks, Erik!!!!!
4:00:58 PM – You’re welcome. We don’t need to get that valve back. You can throw that out.
4:01:15 PM – OKAY.
4:01:45 PM – Can I help you with anything else?
4:02:09 PM – No, that’s it. Thanks much for your fast help.
4:02:18 PM – You’re welcome Mike. Have a great day.
The part arrived as scheduled.
There’s nothing special about this customer service experience other than this is the way that it’s supposed to go – resolution achieved in just a few minutes.
How often do you hear good customer service stories? How about bad ones?