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There has always been that marketing/sales quote. “If a customer receives good service he’ll tell 1 other person, customer received bad service he’ll tell 10 others.” I’m out to change that in this post.

This week I was pleasantly surprised. I feel, especially with today’s economy, customer service is a differentiating factor I have come to place more weight upon. If I am going to spend my hard-worked money for a product or service there are a few things I expect: knowledge of the product or service that is being provided, mutual respect and a fair price. That being said, the first two criteria can influence the third. Earlier this week I took my H3 in for service. I took it in the Cerritos Pontiac, Buick, GMC, Hummer Service Center where I met Robert D. I was having a “Serv 4WD” in the DIC light up and then go away occasionally. I was due for an Oil Change so I thought I’ll take it in to get the 4WD serviced. I feel, had I taken it somewhere else, I would have had to pay for an oil change and a 4WD service and still not have solved the problem. It ended up being electrical and not a 4WD problem. Nice catch on Robert D’s part to diagnose the problem instead of treating just the symptom.

So here is my plug for Robert D. <plug> If you are in the Los Angeles/Orange County area and need to get your Hummer or any other GM vehicle serviced take it to the Cerritos Pontiac, Buick, GMC, Hummer Service Center, ask for Robo or his real name, and you won’t be disappointed. He knows what he is doing, doesn’t talk down to you when explaining some basic things and a pleasant cool guy.</plug>

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When I got home I saw the UPS truck drive down our street. Cool! 10 minutes later I saw the UPS leave our street. Awesome! I opened the front door to find… our door mat.

Dude.

I jumped on the computer, tracked the package on your website, it said it was delivered at our front door at 6:25pm. Maybe the 22 pound box is really small because I didn’t see it. I went outside and looked around the house to see if maybe you, Mr. UPS Driver Man, thought our front door was somewhere else. Nope. No package. I walked up the street to see if maybe there is another house with the same address of ours…Nope. Enter sarcasm where appropriate…

By the time I got home from my neighborhood walk, dinner time with the family, played with our son, put him to bed, it was already 8:57pm. I found the phone number to your UPS customer service. It was a talking computer! I needed to talk to a real person to tell them to be on the lookout for a rogue vacuum in a box, “one that doesn’t loose suction™.”

For anyone out there who needs to call UPS here is the trick:  the phone number to use: 1-800-PICK-UPS (742-5877)  that’s not really the trick but it still important, the kicker is that once you are connected and the computer lady is talking, Dial 0 (zero)  That will prompt Cyber-Chick to pass you over to a human.  You may need to say your tracking number or something but after just hit 0.  I figured this out right around 9:06pm last night.  Unfortunately, a recording came up and said they were closed.  Their call center closed at 12:00am…eastern time.  Hmm, subtract 3 hours for pacific time et voilá.  9:00pm.  That put me about 6 minutes over.  Classic.

So Mr. UPS Driver Man, this morning I called to try to get thing resolved.  UPS told me to contact the shipper to tell them to contact UPS to file a claim.  For your bad eye sight I now have to spend the time to contact the shipper, whom, by no fault of their own, has to submit paperwork to UPS for a claim. Meanwhile, the shipper won’t do anything until they receive a letter from me, hand signed and faxed to them so that they could sent that to UPS to get the ball rolling.  Wahoo!

I called my wife before I’d started the ball rolling to ask her if maybe our neighbor who lives at our alternate-universe-house had our package.  She told me that when she walked out the front door this morning it was magically there staring at her.

“Happy Early Birthday Dear, I got you something that sucks.  A really cool Vacuum.”

I’m just glad I didn’t have to write a strongly worded letter to UPS…

Mr. UPS Driver Man, on the other hand, maybe I’ll get you some glasses.  I’d ship them to you but I’m not sure if you’d get them…

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