Dell: I'm Impressed!

Recently my computer wouldn't turn on. I was sure I was going to have to pay a large fee since I was out of warranty.
I contacted Dell and they wanted $59.00 to even troubleshoot with me.
I said no, but mentioned that my graphics card was under a class action lawsuit.
The customer service rep looked into the problem and made me an offer.
They shipped me a fedex box overnight, I shipped my computer to the depot, and if my problem was due to the graphics card, they would fix it for free.
About a week later my computer arrived to my home working great.
I was impressed with Dell and their efforts to fix my solution.
My only comment would be that Dell should recognize these circumstances and not automatically impose this $59.00 fee to those who don't have a warranty.  Listen to the customer, check their system for recalls, then perhaps impose a fee.
Thanks Dell
Until I shop Again,
The Customer Service Spy
Twitter.com @thespyshopper

Comcast is the Pits

Comcast is the only cable provider in my area.  Recently, my bill nearly doubled.  After talking to Nelson, Helen and eventually contacting Laurie at The Office of Rick Germano, I asked one question, "Can my bill be lowered? I can't afford this. "  I got the run around, telling me the same cut and paste email/response they give everyone: "blah blah blah, promos are only available to new customers, comcast is superior." As  normal working citizen, why are we paying so much for limited cable and basic internet?  Over $131?  Comcast does not care about customer loyalty.  In fact, check out the fill in the blank email response they sent me:

Thank you for contacting the Comcast Office of Rick Germano, Senior Vice


President of Customer Operations regarding the price of your services. I

can understand your concern with your the increase in your bill as I

would feel the same way if this were to happen to me. My name is Laurie

and I want to thank you for the opportunity to assist you today.
Upon review of your account, I can see that your promotion for the

Digital Starter and Internet Service came to an end and the rates you

were paying rolled over to the regular rates. Due to just rolling off of

promotions for these services, you do not qualify for another promotion

at this time. I certainly do apologize for any inconvenience that this

may cause you. I can see that you currently have Digital

Cable TV and Internet Services with Comcast. Many customers find that

when they subscribe to a triple play bundle package from us they save

money on their combined household expenses. You too could find that the

added video features, increased Internet speeds and convenience of

Comcast phone service with a Triple Play Bundle would provide you even

greater value and more savings over what you pay now to multiple

providers. If you would like to upgrade to a triple play package and

have the Comcast Digital Voice added to your account, please do reply

directly to this e-mail and either myself or another member of the Rick

Germano Team would be more then happy to assist you with this.

Due to being put on various promotions, will cause fluctuations of your

bill due to the pro-rates charges and credits. Pro-rated charges and

credits occur because we bill one month in advance for your service and

you had already been billed for the package you had changed. When you

change your service level and/or on put another promotion, the amount

due on your first statement after the change will be slightly off from

your new rate because of pro-rated charges or credits from your most

recent billing cycle. These charges or credits will be for the

difference between the old and new service packages from the date you

made the change to the end of the billing cycle in which the change was

made. In regards to your Comcast offering existing customers new promotions, I

would be more than happy to answer your questions. When you signed up

for Comcast Cable, you received a special promotional rate. When this

offer expired your promotion rolled over to the regular rates which was

explained to you when you first agreed to the promotion as well as the

promotion on our website advises you of the ongoing rate after the

promotion. The promotion that you received as a new customer is an

introductory offer for you to experience the Comcast services.

Our promotional pricing is in place to attract new customers to our

products and services with the hopes of retaining them as valued

customers such as yourself. We do offer our existing customers

promotional rates on upgrades with qualifying products and bundles.

These promotional rates are available for specific terms again with the

purpose of retaining loyal customers.
Comcast bundles packages to combine Digital video, Internet and Phone

service on one convenient monthly bill and provide you significant

savings by subscribing to all three products Also to show our existing

customers that we do value their ongoing patronage, we quite often run

promotions for free Video On Demand Coupons and/or a promotional offer

for a free premium channel such as HBO, Cinemax, etc. These promotions

are not on going but do occur on a regular basis. We also upgrade

different features and add features at no additional cost to our

customers. If you qualify for these types of promotions depending on the

current services, you would receive coupons in your monthly statement.

I understand that you are considering switching your services to another

provider such as DirecTV and/or Verizon if we cannot provide you with

another promotion. I would like to provide you with some clear facts to

show you why Comcast is a much superior product to other providers and

truly is a better value for your money. Like Comcast, other providers

will offer you an introductory offer to experience their services and

once that introductory offer expires, you will also be paying their

regular rates.

(Fill in reason why comcast is superior)

Thank you for choosing Comcast, we appreciate your business. I hope that

the above outline really does show you that Comcast offers superior

products. If we can be of any further assistance please do not hesitate

to contact us.
Sincerely,
Laurie Clark

Office of Rick Germano
 
Laurie Clark didn't even remotely solve my issue.

Twitter.com @TheSpyShopper

Now that's what I call Service!

Just when I thought customer service was a thing of the past, I visited Pier1 Imports today.  The associate greeted me, and offered to help me find my items.  Later, when it was time to check-out, he noticed that I was standing in line and quickly came to open the next register.  Luckily, I had one of those satisfaction surveys on my receipt, which I intend to take to compliment them on their service.
Speaking of amazing help, Earthbound Farms Organic Salad Brands treated a follower really well!  She bought a containter of arugula, but noticed it was a mixture of greens.  She wrote an email to inform them of the mistake, and they promptly appologized and sent her coupons for their products.  Way to appease the consumer Earthbound Farms. 
Now that's what I call service!

Until I shop Again,
The Customer Service Spy
Twitter.com @TheSpyShopper

Airlines

Follower Vicki just informed me of this customer service nightmare:
Apparently United/Continental canceled part of her Hawaii flight and didn't bother to inform her. She was just so happening to check on things today with her itinerary and noticed it was no longer there. She called and they had a schedule change, but didn't bother booking her on another flight. She is supposed to leave on Dec 6. The woman claimed all other flights that day are sold out and she couldn't get them out until the 8th. Of course that would cut her vacation short, so she said no. After asking to speak to a superior, all of a sudden something opened up the day of the 5th. Hmmm, why should a paying customer have to experience this?!

Since when can an airline cancel your flight, and not inform you?  Apparently it happens all the time.  When you book a flight ahead of time,  take a look at your itinerary every so often to make sure it still exisits. You never know when it is going to disappear.

Until I shop Again,
The Customer Service Spy
Twitter.com @TheSpyShopper

Supermarkets

I go out of my way to shop at Safeway, as Giant Supermarkets are on every corner here in Maryland. I usually have great customer service, but that was not the case today. I was looking for bread that was advertised in the ad as a coupon for $1.89. I asked 2 employees in the bakery department. One ran past me and said "Just a minute," only to never return and was later working on the bagels. The other lady wouldn't even look at the coupon that I was showing her; rather, she pointed to the bread aisle. (Seriously, I know that's where the bread is, thanks!) I waited over 5 minutes in the deli department as no one was servicing the counter. The 2 people in the back even saw me. Finally another gentleman came to assist. Lastly, this store was out of the Cottonelle, advertised for $4.99. My overall shopping experience at this Safeway was poor, . The only positive feedback is that the florist was polite and told me and every other customer hello as we walked in. My cashier, Emily, was also very friendly. 
I am not ready to completely give up on this store.  It is hard to give an overall customer service label to supermarkets, as each store is differnt.  I will wait fo my response from customer service and keep you posted.  In the meantime, I am going to shop at Harris Teeter and Giant and will hopefully be able to make a recommendation soon.
In summary: Safeway employees ignored me, and they were out of many of the advertised items.  Where else do you have these problems?
 
Until I shop again,
The Customer Service Spy
Twitter.com @TheSpyShopper

Gift Cards

Have you even tried to use a gift card, only to find out it is expired, or the value has decreased?  I'm talking about those American Express, Visa, and Mastercard gift cards that charge a fee to activate.  (Who gives those anyway?)  These companies have enough money without charging inactivity fees or setting expiration dates. Seriously though, I didn't know money expired.
I admit, this isn't really a customer service issue; rather, it seems more like a complete scam!
The Federal Reserve Agrees.  The Credit Card Act of 2009 entails new rules that allows people like you and me to keep our money (well, keep our money a little longer). Cards cannot expire before 5 years, and inactivity fees can only take effect if the card has not been used in 12 months.  These rules apply only to cards sold after August 22, 2010, so make sure to use the gift cards you already own now.
Remember, these companies are going to try and implement fees in other areas such as balance inquiries.

In Summary, the Federal Reserve is trying to ensure that consumers are not scammed by gift card retailers.  New rules take effect, but fees and expiration dates still exist.  If you want to give a gift, try cash (it doesn't expire).  Other companies such as the Gap allow you to use their gift cards at all Gap owned entities including Banana Republic, PiperLime, and Old Navy.  These cards have no fees/expiration dates.  Don't forget about stores that offer incentives to buy gift cards.  This is especially try during the holiday season where you can often get a free $10.00 gift card when you buy $50.00. And who can't use a gift card to Target?  Skip the Bank-owned cards, and try one of these....just be sure to check for fees.

Until I shop again,
The Customer Service Spy
Twitter.com @TheSpyShopper

Deparment Stores

In the market for a new watch? Conflicted about the best department stores? Shop Nordstrom or Bloomingdales, not Lord and Taylor.
My experience at Lord and Tayor disappoints!  The Associate ignored me and helped customers that arrived after me.  I requested to look at a watch, and the associate would not look to see if hey had another (this one had a scratch) nor would she remove the links after the purchase.  Although this was a designer Michael Kors piece, which retails for $200.00, my purchase was not an incentive for her to go the extra mile.
Bloomindales and Nordstrom Associates jumped to help me.  When I asked if they removed links, they both replied, "Of Course!"  Multiple staff at both stores asked if I neded assistance. I made my final purchase at Nordstrom, and will happily return to their store.
In Summary: With helpful staff and easy return policies, it is in your best interest to shop at Nordstrom or Bloomingdales.

Until I shop again,
The Customer Service Spy
Twitter.com @TheSpyShopper