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I am a Happy Guy! (Go ahead, laugh.)

Having been involved with retail a fair part of my life, I understand the importance of customer relations.  I talked about it hereI also talked about the horrors of that.   Today, is one of those days I can talk about something done well.  My gold standard for customer relations is Amazon.  They’ve slipped a bit but are still towering over the rest.  Well most of the rest.  Today, I got involved with the perfect interaction that left me with a warm glow.  JEANIE, I LOVE YOU!

Here is the leadin…   I bought a fancy air mattress.  You know the kind.  Those shopping channels are always welcoming the “Sleep Number” folks and the material cost certainly don’t justify the “discounted” prices they are supposedly offering.  So, cheap backside in hand I went looking.  After all, I was replacing a $1200 mattress that was only a couple of years old.  I didn’t want to duplicate  the wallet lightening.  So, I went shopping on line and found this place.

What is my idea of the perfect customer support after all normal warranty situations  have usually expired?   This started about three or so hours ago and I ate out and brought in the groceries or it would have been resolved faster.  My bad.

 The only thing missing from this exchange was my last reply and some personal info revisions. I am not so senile as to include something with credit card info.

Ken,

 

It sounds like we need to send you a new pump. All we need is the $32.00 shipping fee- which includes the prepaid return label for the pump you now have to come back to us after receiving the new one. If you would prefer to write your credit card number and expiration date so we can make that charge-  I will then delete that information.

 

Thank you,
Jeanie

www.dreamnumberbeds.com

 

From: Ken Prevo [mailto:XXXXX@gmail.com]
Sent: Tuesday, June 12, 2012 10:51 AM
To: Jeanie
Subject: Re: Order receipt from SleepBetterStore.com ($599.00)

 

I can get it to start blowing sometimes with it disconnected; doesn’t seem to push much air.  The problem started when one of the controllers was fried.  I switched to the other side and it worked in a haphazard fashion.  With it connected it tries to start and then turns off.   Neither controller was ever stable.  The numbers would increase and then drop back and knowing what the actual condition was was problematic.

I am hard of hearing; so if we can do this by email, it will be a help.

BTW, I really appreciate your prompt response.  So little of that happening and your company stands out.

On 6/12/2012 10:13 AM, Jeanie wrote:

Ken,

 

If you disconnect the air chambers from the pump does it blow air. If not please call our toll free number 1-877-753-3770 and customer service can help you between 9 and 6 central time. If it does blow air then make sure your hoses are not bent or kinked up especially where they go through the rails.

 

Thank you very much.

Jeanie

www.dreamnumberbeds.com

 

From: Ken Prevo [mailto:XXXXX@gmail.com]
Sent: Tuesday, June 12, 2012 9:43 AM
To: customersupport@dreamnumberbeds.com
Subject: Fwd: Order receipt from SleepBetterStore.com ($599.00)

 

The pump for this unit has died.  What is the cost for a replacement unit?

——– Original Message ——–

Subject: Order receipt from SleepBetterStore.com ($599.00)
Date: Sat, 10 Jan 2009 14:12:22 +0000 (UTC)
From: Google Checkout <noreply@checkout.google.com>
To: XXXXX@gmail.com

 

 

Hello James K Prevo,Thanks for buying from SleepBetterStore.com using Google Checkout! SleepBetterStore.com will charge and ship your order soon.

How do I check on this order?
Get up-to-date information about order #770280429488160

Problems with this order?
Contact SleepBetterStore.com

Buy again in seconds
every time you shop. Just look for the Google Checkout button on SleepBetterStore.com or on Google Product Search.

 

 Order Details – Jan 10, 2009 8:12 AM CST
Google Order #770280429488160
 Shipping Status   Qty  Item   Price
  Not yet shipped 13-Series Air Mattress, Queen Single Chamber (60×80), No Foundation, No Bed Frame  –  …$599.00
 Shipping & Handling (Special: Free Shipping) :$0.00
Tax (IN) :$0.00
Total:$599.00

Paid with: VISA xxx-5526

Ship to:
James K Prevo
XXXXXX AV
Portage IN 46368-1469
UNITED STATES
Ask SleepBetterStore.com to change this address

 

Need help? Visit the Google Checkout help center. Please do not reply to this message.

©2009 Google

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