Good customer service makes for good business

I had the saddening experience of learning today that my recently purchased Surface Pro 3’s battery is defective. By defective, it won’t work without being plugged in and resetting the battery drivers doesn’t fix it. This is an especially poor time for it to fail, since this is the first semester I’ve decided to integrate a laptop into my courses and it’s become an amazing resource to take notes on, program, and have reliable computer access anywhere. It’s also my only Windows install, with a Linux-Mint install on my increasingly older desktop at home. So this isn’t the end of the world, which is extremely lucky, and there’s pretty good computer access throughout the school, which is also amazing, so this is at worst a major inconvenience.

The SP3 was refurbished when purchased, and its warranty (from Microsoft) expired last month. So after doing the regular troubleshooting, called up MS today and found out after about 40 minutes of going through re-installing the battery drivers that the battery was defective. The service rep then checked on the warranty, and informed me that the MS 30 day grace period expires in 3 days, and there’s still coverage. Have to send in the laptop and it’ll get fully replaced. Crappiest part about the whole thing is that there’s no way to renew/extend the warranty, so if this happens again it’s gonna hit the wallet. Severely.
Similarly, a day or two ago, a good friend signed up for a free trial with Audible to get a book for class. She got it, started listening, and was suspicious of the total play time, 1 hour…which was due to it being the abridged version. She called them up, and told them what was wrong, and even though she had only 2 free books as part of the trial, they gave her the full copy of the book, and refunded the original. That was awesome!
Both of us hear Audible commercials all the time on podcasts, and honestly have not considered subscribing…until now. She’s considering signing up just because of how awesome they treated her.
The concept of amazing customer service from a faceless large entity is so pleasing because often, one is met with the complete opposite. Apathy from the person on the other end of the phone, and a total lack of empathy from anyone, allegedly human, from the entity. It doesn’t matter if it’s private or public, but is based more on the size of the entity.
The commitment to treat people using your service as humans and valued is working! This isn’t to excuse the people mistreated on the other end of the chain, especially the people making your products. This is to promote humanizing the trading of goods and services. Thanks MS. Thanks Audible. Y’all did awesome. We’ll be back.

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