good customer service

[levcore]

I'd just like to pay a compliment to HMV's online customer service. I sent Shaun of the Dead Reel Heroes Blu Ray back last Tuesday as the disc was faulty. On Friday i got an email apologising and saying a replacement had been sent and today it arrived. Excellent customer service and no messing around or delays. very pleased. I hear Amazon is good for this too.

On another note, i'll add that personally i think Play are terrible.

Any other tales of good customer service?

[KingSimba]

I've never had to experience HMV's customer service (so far), but have with Amazon a few times and every time it's been excellent.

Whenever I've contacted Amazon they've always responded within hours.

And once when I received a unsealed Blu-ray from them (it was supposed to be brand new), I contacted them and they sent off a replacement via 1st class delivery for no extra charge straight away.

Also sending items back to Amazon is probably the easiest returns out there.

[chip75]

Nice to hear about HMV. A bit worrying about Play.com.

Amazon are great whenever I request a replacement it's sent out straight away and usually arrives before I post the faulty one back. Top stuff.

[Matman]

HMV are easy to return to, freepost, stick the item back in the box it came!

Play.com are crap!
Amazon are decent.
Axel are amazing.

[Steve290886]

Used HMV customer service 3 times now and they are faultless.

1st time was for a torn slipcover and replacement was provided.
2nd was I had accidently ordered 2 copies - returned one for a refund.
3rd was when incredibles was £17.99 week before release, my copy was sent on the Wednesday as usual and then later that day they changed price to £14.99. Quick email to them and a £3 refund was given with their apologies.

Using them more and more now over Play as their prices have been a bit more competitive lately.

[huntauk]

Amazon are always great as are hmv. However I agree play.com are terrible.

I bought the lotr ex ed boxset on 28th June from a playtrader, it never arrived, no reply after 3 emails so i put a claim in and if no reply after 3 days i'm apparantly covered by fairtrade guarantee. Looking at the guys feedback it seems 11 others also bought the same item and are in same boat all payed £40 for the set which never came. Anyway the guarantee states it will be resolved within 10 days which came and passed so I rang the customer services and they said it would be refunded within 48hrs, 3 days later i rang again and was told 3-5 days, today was 6th day and still haven't had my refund. Disgusting they are as bad as the thief who took my money. Will call tomorrow and give customer serives hell.. from the work phone that is. this is what happens when the phone lines are moved abroad, i remember a couple of years ago i rang them for a similar problem and an irish chap refunded me right there and then. Rant over.

[tanujdua]

Originally Posted by huntauk

Amazon are always great as are hmv. However I agree play.com are terrible.

I bought the lotr ex ed boxset on 28th June from a playtrader, it never arrived, no reply after 3 emails so i put a claim in and if no reply after 3 days i'm apparantly covered by fairtrade guarantee. Looking at the guys feedback it seems 11 others also bought the same item and are in same boat all payed £40 for the set which never came. Anyway the guarantee states it will be resolved within 10 days which came and passed so I rang the customer services and they said it would be refunded within 48hrs, 3 days later i rang again and was told 3-5 days, today was 6th day and still haven't had my refund. Disgusting they are as bad as the thief who took my money. Will call tomorrow and give customer serives hell.. from the work phone that is. this is what happens when the phone lines are moved abroad, i remember a couple of years ago i rang them for a similar problem and an irish chap refunded me right there and then. Rant over.

playtrade, it's a horrible place. I once bought the big bang theory s1 from a trader for £7. the person had good feedback. item never arrived and the seller never replied to any of my messages. Told play who told me i had to wait some ridiculous amount of days before they could investigate it. about two weeks after the item apparently shipped i check the persons feedback and it's now had 30+ negative feedbacks in the past week all saying it never arrived. In the end I didn't even get my money back. Thankfully it was only £7.

On the other hand Tesco have great customer service . Were quick to replace my missing Back to the Future trilogy earlier this year. Amazon are also great, replied to some of my messages sometimes within an hour!! .

[beefytwinkie]

Whenever I have bought things online, I can say that 99/100 times everything was perfect. So on the rare occassions something goes wrong, usually it's just an e-mail or a call and everything works out. This might be a little long.

So there was this one girl on eBay I ordered from regularly because she had awesome deals on CD's by my favorite band. I always received my items from her quickly and well packaged. So one day I ordered something rare and it cost a decent amount of money. A lot more than I normally would spend but hey, it was a rare item!

I wait two weeks and the item doesn't show. I send an e-mail to her asking the status of my package. I wait a couple of days, no answer. I send another e-mail, no answer. At this point I'm pretty annoyed. I find an invoice from her on my desk and lo and behold, her telephone number is on it! Also, as luck would have it, I was having a crummy day so I call her up thinking I can take my bad day out on someone who ripped me off.

She answers the phone and I explain the situation. Right away she starts apologizing and says she'll refund my money as soon as her internet connection comes back. Turns out a storm took out her lines so she couldn't answer my e-mails. "So... you're going to refund me my money because I didn't get the CD... but that means you're out a CD and cash... that's not fair." She replied something about me being the customer and she felt really bad about everything.

So I told her not to refund me and that I'll wait because sometimes crap just happens. A week later I get the package in pristine condition in the mail postmarked four weeks ago just like she said. It must have been just sitting around all that time until someone noticed it.

I guess the moral of the story for me is that sometimes, just sometimes people are actually honest. Now I usually give people the benefit of the doubt before I lay the smackdown on them.

Thanks for reading if you got this far.