We’re always quick to highlight when companies aren’t giving consumers the experience they deserve, and rightly so. But sometimes things do go well – what’s been your best customer service experience?
When you work at Which? you’re always on the lookout for areas where companies can improve – after a few years it just gets hard-wired into you, and that’s especially true for Which? Conversation.
But sometimes companies do get things right, and a good customer service experience is just as worth highlighting as a bad one, and I was pleasantly surprised to experience one just a couple of weeks ago.
I own a pretty powerful laptop that’s usually more than capable of holding its own when it comes to modern PC games, but it’s not a gaming laptop by nature.
Like with most products these days, the game I was buying from the Steam Store was a digital download – you don’t get anything physical for your money.
I didn’t realise at the time that this game’s recommended graphics card was a NVIDIA GeForce GTX 1060 / AMD RX 480, while even the minimum is a NVIDIA GeForce GTX 1050.
Sorry for the techno-jargon, but when you look at the numbers you’ll see where the problem was – my laptop has a GTX 960m – slightly undercooked when you look at those higher numbers above!
Inevitably I ran into graphical problems to the point where the game was pretty much unplayable. Even with the settings turned down it was struggling, so I set about applying for a refund.
But this was my mistake after all, and it wasn’t like I could just return it to a shop – would this be a simple process? Would I need to uninstall it and state what had gone wrong?
Fortunately the store’s policy is that if you’ve played the game (or indeed, any game) for under two hours and decided it wasn’t for you, you can apply for a refund.
I did so, selecting performance issues as the reason, and within minutes received a confirmation. The very same day the refund had been processed and the money was back in my account less than a week later – as simple as that.
No grappling, no long-winded email exchanges, just a smooth process with no issues at all. I was so pleased with the experience that it’s made me a lot more confident in my online purchases from them, and much more likely to use them again.
Over to you
Have you had an unexpectedly smooth customer service experience? Perhaps someone went above and beyond to get your problem sorted, or maybe, like me, you simply found a relatively automated process to be surprisingly hassle-free.
Either way, let’s shine a light on some of the companies getting things right.