Tuesday, 6 February 2007
|1535 - Taking care of customers|
I ordered a bottle of Maguire's Gold Class Rich Leather Cleaner/Conditioner from Amazon last week. It arrived today - frozen solid.
I called Maguire's customer service number. They told me that freezing it likely destroyed it.
I called FedEx. They said that, if the carton was not labeled DO NOT FREEZE, there wasn't anything tey could do about it.
I sent the seller an email. They're sending me a new bottle, free, in a box labeled DO NOT FREEZE in big bold red letters.
current mood: pleased
current music: Aerosmith - Dream On
I've sent out a LOT of free books to cover for postal mishandling. Utimately it's cheaper than trying to completely idiot-proof the packaging (a cost that would have to be passed on to customers, unfortunately).
Yeah, good customer service is king. You might lose money on one transaction, but you get return business, a great reputation, and (above all) a clean conscience in exchange.
I know it's impractical for you, at least on every order, but I do have a solution to the one-off item needing to survive the mail. I get a couple cookie sheets at a dollar store and send the item sandwiched between them. Excessive? Hopefully. It's been most effective so far. I also use the arrangement myself to keep artwork I get at cons from getting bent in transport. I don't how well it would be received if I traveled by air. I suspect in that case I might be best off mailing things to myself...
And when they leave it on your freezing cold doorstep while you're out on an errand, you'll find it...frozen, again. (I can say this with some certainty, as it's been more than cold enough here that if someone left something on *my* doorstep all day, it would freeze. Hard.)
Someone will be home when it arrives. I'll make sure of that. That way, he can open it right away and make sure it's not frozen.
Good thinking. :-)
So FedEx routinely puts packages into freezers? I'm not a big fan of them either. They once delivered a computer to the wrong house.
No, not this time...but the package was shipped ground, which meant that it probably sat outside in subzero weather overnight a night or two.
Out here in the Bay area people bundle up when the thermometer hits the 50s. It's easy to spot out-of-towners because they show up in shorts and a t-shirt in January!