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susandennisYesterday I wrote about my extreme and long standing displeasure with Carbonite, the backup system I use for my work computer.
One of their executives found my entry. (I am still impressed by companies who do this and a little confused why anyone interested in more business does not.) He posted a comment inviting me to email him directly. He also sent me an email. Both of these were straightforward simple requests with no bullshit included. (My previous missives from the Carbonite folks have all been overflowing with bullshit.)
He asked for my phone number so he could get details of my plight and find out how to fix. I replied via email and assured him that he did not want to talk to me on the phone. I outlined what had happened, my reaction to it, and my expectations of how it should have gone. I did not offer up any solution except he look internally at whether or not customer retention was something they were after and, if so, make changes accordingly.
I got a very thoughtful reply. One that indicated he had read mine thoroughly and considered it all. Again, no bullshit. I was very surprised and very impressed.
Very.
Their product is really outstanding. It does what it is supposed to with zero effort on my part. If disaster strikes (which it has in the past), I know I am recoverable (and I was!) and that means a lot.
If they truly do fix their customer interactions, there should be no stopping them.
One of their executives found my entry. (I am still impressed by companies who do this and a little confused why anyone interested in more business does not.) He posted a comment inviting me to email him directly. He also sent me an email. Both of these were straightforward simple requests with no bullshit included. (My previous missives from the Carbonite folks have all been overflowing with bullshit.)
He asked for my phone number so he could get details of my plight and find out how to fix. I replied via email and assured him that he did not want to talk to me on the phone. I outlined what had happened, my reaction to it, and my expectations of how it should have gone. I did not offer up any solution except he look internally at whether or not customer retention was something they were after and, if so, make changes accordingly.
I got a very thoughtful reply. One that indicated he had read mine thoroughly and considered it all. Again, no bullshit. I was very surprised and very impressed.
Very.
Their product is really outstanding. It does what it is supposed to with zero effort on my part. If disaster strikes (which it has in the past), I know I am recoverable (and I was!) and that means a lot.
If they truly do fix their customer interactions, there should be no stopping them.
(no subject)
Date: 2009-08-19 08:12 pm (UTC)(no subject)
Date: 2009-08-19 08:17 pm (UTC)(no subject)
Date: 2009-08-19 08:22 pm (UTC)(no subject)
Date: 2009-08-20 12:04 am (UTC)(no subject)
Date: 2009-08-20 04:42 am (UTC)With the exception of the asinine exchange I quoted in my journal when I went into chat, at the end of which I was "hung up on" by the customer service rep, I got no reply.
I'm pleased to report they did in fact bill my CC, but the customer service sucked so well I should've used it to vacuum the living room. Would've been more productive.