Consumer Smiley Face

[susandennis]

i would have said it couldn't be done.  I am not big on gray.  I'm either forya or againya.  As much as I'd like to think I have an open mind, I know that it is very hard to change it once it's been set.  

But not always.

I was a big fan of Sharper Image.  My Dad loved 'em and I did, too.  My Mom always said she wasn't smart enough to shop there but she learned something new every time she tried.  The prices are steep but their goods are fun and their service was outstanding.

And then they fucked me over.  And when I wrote to the head of Sharper Image - a rather articulate letter of concern - I got a form letter response.

I would have never given them another shot - ever.  Except 3 years ago I bought a Roomba from them with a 2 year extended warranty.  And it died.  I did not want to buy the replacement from them but I thought I'd at least call and see how their deal worked - assuming it is only good if you have gold teeth and/or 2 toes missing and it's Leap Year.   

Not so much.  They will only give me store credit BUT it's FULL credit.  The new model is out so I get the new, improved model for $44.  But, I have to wait until their paperwork goes through.  ? 

Debbie, in customer service said she would call.  I called her on Friday and she said not yet but she would call.  This morning, just before 9, she called (while talking to her I noticed the light  blinking on my phone - she had called already... while I was at the gym).  She gave me free 2 day shipping.  I was delighted.  Delighted that she called and delighted that she called back and grateful for the free expedited shipping and just happy with Sharper Image.

But, wait, there's more...  I hung up and immediately thought 'hmmm wonder why she didn't ask me about another replacement guarantee?  wonder if I want it?  hmmm....  

Phone rings.  Turns out Debbie also has ESP!  She called back and apologized for not offering the replacement guarantee.  She explained that I had 30 days to get it but that she thought might want it on the same charge for easier bookkeeping.

Dear Sharper Image, I was so mad at you but all is forgiven.  Your very happy customer. Susan.  P.S. Debbie should get a raise.