Customer service extremes

Last September we wrote about the exceptional customer service that we received from the Lagostina Cookware Company. Yesterday, we had another exceptional experience.

I mentioned that our fresh water pump has developed a leak. So yesterday afternoon I drained the system and removed the pump. A new pump is over $100, but you can also buy parts for them. In looking at the parts listing, I wasn’t sure what exactly to buy to repair the leak and I didn’t want to start replacing one part at a time in the hopes that might fix the problem, I wanted to be sure.

So I emailed the company. This pump is made by SHURflo and is one of the most common pumps installed in all brands of motorhomes and trailers since the 1980’s. Model numbers and design have changed slightly over the years, but it’s essentially the same pump today as what it was back then. I sent SHURflo the model number and all relevant details asking what would be the most common cause of our problem.

Keep in mind that the model number we have is from the 1996 era and the pump is 15 years old.

I received an answer within 15 minutes!

Their customer service rep said that I probably needed a new switch diaphram, and that if I supplied a mailing address they would send me one immediately at no charge! I sent a note back saying that I was in Nova Scotia and hoped that was okay, and he replied that it was on it’s way!

Now that’s what I call great customer service!

I tightened the screws a little more and put it all back together. As of this morning, it seems to be leaking less than what it was and we have a towel underneath the pump to catch the drips until it’s properly repaired.

But we also have a story of exceptionally poor customer service. We bought our mi-fi internet device from Bell Mobility, the cellular division of Bell Canada. You are supposed to be able to log in to their internet service in order to change whatever rate plan you happen to have or desire. But the rate plans that come up for my device are all voice plans, not data plans.

I have spoken to SIX different customer service reps and have not had any success in getting them to acknowledge that there’s even a problem. I could go through each conversation seperately for you, but they range from not even knowing what a “mi-fi” device is, to not calling me back when they explicitly promised they would. I’ve even followed their “escalating your complaint” procedures and sent an email to their head office which replied with a response that they would follow up within 3 business days and I have heard nothing back. That was over two weeks ago. It is truly amazing.

We are heading out this morning to the Lunenburg area. We already have another couchsurfing host set up for Friday and Saturday night near the Bridgewater area. Looking forward to meeting this guy as he has climbed Mount Kilimanjaro, and that is on our list of things to do!