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Great Service

March 15, 2011

Earlier today Kelly was telling me about a friend of hers and how this friend was responding to absolutely horrible customer service she had encountered. This led to the usual discussion I’m sure you’ve all had about how “everything is going downhill” and “corporations just don’t care anymore” etc.

But in the last little while I’ve had the benefit of two extremely positive experiences. They stand out in particular because of the stark contrast with what we’ve become accustomed to.  I’m blogging about it because these two companies deserve the recognition, and they deserve your business.

First, a few weeks back, my desktop bit the dust. It just wouldn’t turn on. I had built this thing about 6 years ago, at the time it was fairly top end stuff. Now, well, you know what 6 years is in electronics years? I think it’s more than dog years.

So I called a local computer shop thinking it was the power supply. I bought a new one and started to install it, but because of the age I would have needed all kinds of adapters to make it work. I called them back and they said they could do it right then and there, so I brought it over and they did, on the spot. Unfortunately that didn’t fix the issue. I left the computer with them for diagnosis. A few days later they called to tell me my motherboard was fried. Worse yet, at 6 years old, they couldn’t get a replacement. They could get something similar, but I decided not to spend money to get something already outdated.

I went in to the shop to pay my last respects, and we went over what I wanted them to build for me. I described what I wanted, they made suggestions, listed prices and we finally agreed on a pretty high end machine.

When I got home I checked everything online, reviews of the pieces and parts (what they had recommended was indeed top end stuff) and prices (I could not have built it cheaper myself)

Once built, I brought it home and started testing it out. Unfortunately, I started having problems almost as soon as I pushed it a little. I was trying to do video editing and it kept crashing, a video driver error.

So you’re thinking, how is this a positive experience? Well, it’s how they dealt with it. I called them and explained. They suggested it may be the power supply. (long story, but it made sense) I reminded them about my disability and that it was hard for me to lug the computer around. They came TO MY HOUSE a day later and replaced the power supply, tested it, only to find that didn’t solve the problem. The tech settled in and tried a few things, updated drivers, and then ran a stress test on the video card. It turns out the video card itself was defective. They ordered a video card and will come out to my house to install the new one in a day or two. All of this house call diagnostics and repair work was done at NO COST!  Imagine that, a company that stands behind their work.

So, if you’re in the Windsor area, and you need a computer, or you need one fixed, I highly recommend PC Outfitters. Honest service, extremely knowledgeable, and you can’t beat the prices.

Then, on the weekend, a friend told me about a really good tea she had fallen in love with. She told me the brand and name of it, and told me that she had gotten it at Well.ca. I went to the site and ordered the same tea. It was $4, and the shipping was free. That was Sunday. I immediately got an e-mail thanking me for my order. Then yesterday, Monday,  I got another e-mail telling me my order was being processed. Today, I got a third e-mail telling me my order had been shipped. And that was followed by a fourth e-mail from Canada post telling me my parcel had been shipped expedited service. I got a tracking number and a delivery date of tomorrow. Tea. Shipped to my door. In three days. For four dollars.  Plus a play by play of my order to boot. Wow! Very impressive. I’m not sure if it’s the norm with them, but I can tell you that I will do business with Well.ca again, that is certain.

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3 Comments leave one →
  1. March 16, 2011 2:22 pm

    I am always inspired and impressed by: (1) Excellence and (2) Kindness and compassion, when it comes to customer experiences with businesses. I agree with you that the standard is low today, and also really appreciate it when people excel. I don’t hesitate to complain, so I always try to make a point to acknowledge people when they do well; I want people to know that I noticed, and it always makes me feel good. I am wishing you more good experiences with those out there who take pride in what they do! xoO

  2. March 17, 2011 3:30 pm

    Oh yeah, that’s par for the course with the Well.ca folks. They’re total peaches, from the CEO out to the shipping department (in person AND online). 🙂

  3. March 18, 2011 12:06 pm

    It is very cool indeed to be treated so well by a business establishment. I have the great joy of having a next door neighbor who having among other talents is a computer guru and anything goes wrong with my/our machines he will run over at the first call out! He’s also built me a gate for free and installed a automatic sprinkler turner on-er, and and and, I can’t even remember all the generous tasks he has GIVEN us out of the kindness of his heart over the 22 years we have lived next to each other. So when you said companies, I thought PEOPLE, because it is those generous people who work there who are acting like angels.
    Glad you found TWO good ones in one week!

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