Yesterday I was on the phone for over an hour with the Customer Service Department of BEST BUY. My blood pressure stayed at its normal level, I had a smile on my face and an extremely pleasant conversation.
I had thought that high quality customer service was something from a bygone era that I may never experience again, but then I talked to Betty Tucker. You see, before my daughter Kirstin joined the Peace Corps and moved to Romania, we got her an IPOD, and even though I'm not a big fan of extended warranties, I thought that with a small electronic item that might be prone to some problems, I bought the coverage.
That's good news because the other day, Kirstin told me that her IPOD died. The bad news, there's not a Best Buy store anywhere near her. Hence the call to Betty.
Kirstin's warranty expires before she'll be back in the USA, and she's had friends who have had IPODs disappear in the Romanian mail service, so we were in search of some other alternative.
Betty left no stone unturned in her hunt for a solution. She talked with supervisors, tried a variety of screens in their system and ultimately there was not a solution, short of Kirstin sending the IPOD home and me taking it to the store.
But even given the lack of magical outcome, the fact that Betty was so efficient, so friendly, so kind, and so committed to try to help, I wrote a long letter singing her praises to Best Buy.
I think that Kirstin and I have decided that her IPOD is worth nothing to her now, and that there's a chance that it will make it through the mail and then I can get it fixed/replaced. So she'll probably ship it and we'll go that route.
But I can tell you that the hour I spent on the phone with Betty has restored my hope that customer service isn't dead yet.
Photo by me: Kirstin and me in Budapest, July 2007