October 25, 2014

Sometimes You Really do Get Customer Service

Here at Appliance.net we get a lot of comments (read: complaints).  People want to vent their frustration about their broken dishwasher, inept repairman and customer service that isn’t.  Our forums are great place to share what has worked for you and of course, what hasn’t.  Sometimes we find a tip that just needs to be shared.

Customer Service representatives have a responsibility to both the customer and to their employer. They are the link between consumers and the manufacturers.  Here’s a great story from a woman who called Kitchenaid’s customer service department regarding her stand mixer:

Hi, just thought I’d share my experience for the benefit of those who just ran into problems with their KA.

 I had a KA Ultra Power, purchased about 15 years ago.  Used it on and off through the years, but really cranked up use the last three months or so when I discovered bread baking.  I prefer whole grain breads so have been experimenting with these heavy doughs.  My machine started to smell funny about a month into my bread baking venture and has been sounding funny ever since.

 Last weekend, I basically resigned myself to saying sayonara to an old friend.  I called up KA because I wanted to see if it could be fixed first.   I had planned on getting a Bosch, but the price tag just made me heartsick.  I described to the rep how I had been using my machine.  Even though my machine was 15 years old, the rep said that she was concerned about the smell my machine was emitting.  She offered to replace the machine…granted with a refurbished one, but that’s better than having to buy a whole new one outright!  She upgraded me to an Artisan level machine with a choice of colors. 

Customer service, not always the oxymoron we might think it is.

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