I Just Got Super Cold Customer Service and Smiled About It!
It's true! So let me tell you what happened. I have Sub-Zero 650-S built-in and when I went to open the freezer drawer today, I could not. It seemed that one side of the track had become frozen solid and I did not have the strength to get it open. Fortunately, my husband came home shortly after my discovery and was able to gently man-handle (meaning he did not break anything) the freezer drawer and we saw the build up of ice along the track. Baffled by this phenomenon I got on my computer and searched for my PDF Sub-Zero manual. I paged through it and did not see a troubleshooting response to the ice build up, so I called the 800 number just after 6 p.m. expecting to get a voicemail or the likes. Instead, I heard a polite human voice asking me how he could be of service.
After describing the situation, he asked a few questions and then instructed me on what to do. As I thanked him for his help, he said "If you need to contact us again, do not hesistate, we are open 24 hours a day for your convenience". As I hung up the phone, I realized that I have called Sub-Zero at least a few times in the past couple of years and have never known that fact. What I found amazing about the call is that we purchased our Sub-Zero product in the dents & dings section of a local appliance store. It had been a wrong order and was heavily discounted. Now for the cool part ... not once did they ever ask for my registration, serial number, phone number to solicit more business, or offer me coupons as a ploy to get my address. In fact, they did not even ask my name. I felt like I was shopping at Nordstroms or staying at the Ritz Carlton.
Intrigued by my experience, and yes, it was an experience, I went to their website. The Sub-Zero company merged with Wolf Appliances back in 2000 and another cool thing is that they each have their separate history of each company on the website.
Here are a few lessons that I wanted to share from the Sub-Zero Wolf site:
Since its founding, Sub-Zero has pioneered quality products that meet is customers needs.
For 60 years, Sub-Zero offered innovative, aesthetically appealing and technologically advanced solutions to meet virtually any home refrigeration need. Through foresight and responsiveness, the company has earned its position as an industry leader - a position Sub-Zero intends to maintain well into the new millennium.
Now imagine ...
It's a new year and you have decided to offer quality service that meets your customers needs.
For 6 months, you offer innovative, aesthetically appealing marketing and technologically advanced solutions (mobile apps) to meet virtually any real estate need your customers may have this year.
Through your foresight and responsiveness, you begin to grow your market share and your business.
If you could do this for 6 months, why not do it for a lifetime and secure your position as an industry leader in your community? What are your thoughts? When have you had a unexpected customer service success story?
. I love good customer service and should remember to mirror that when I have inquiries, etc. 
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