Oh the technology age. What an interesting thing. I must say that it makes transactions quicker and easier in most instances. So last night I acted on a email for the new MagicJack that makes your phone bill "all but disappear". Although it doesn't totally vanish, it turns into one easy payment of $19.95 a year. That's right a year. You just have to have broadband internet connection and order their device and wham! Crystal clear local and long distance calling for $20 a year. Plus, they were doing a free month trial to sweeten the deal.
I impulsively bought after watching their news clips and the next day had some buyer's remorse. I figured I could contact them and cancel the order before it shipped. On the website, the only contact info was for live chats. It's like im'ing a business. I have never been big into instant messaging, but it was my only option. Here is the recorded transaction (that made the live chat all the more appealing so I could show them verbatim the exchange between me and the company if any issues arise.)
Chat Information Please wait for a site operator to respond.
Chat Information You are now chatting with 'Jones'
Jones: Hello, how may I help you?
Rachelle Tovar: I ordered the Magic jack Last night and think that I want to cancel my order before it even ships out.
Jones: Hi Rachelle.
Jones: May I have your sales order number please?
Rachelle Tovar: (I give him the number)
Jones: Thank you.
Jones: May I know the reason why cancel the order please?
Rachelle Tovar: I have heard that there are still a lot of kinks in the system. I think I want to wait until it has been ironed out before I jump on board.
Jones: Okay.
Jones: You have the will to decide.
Jones: So , am I going to cancel it Ma'am?
Rachelle Tovar: Yes, thank you.
Jones: Welcome.
Jones: One moment please...
Jones: 04/28/2009 [N]ew Pending [N]ew Pending Order#:
Jones: 04/28/2009 [C]anceled Order Updated from [N]ew Pending to [C]anceled Order
Jones: Your order has been canceled.
Jones: Please wait for an hour for the e-mail confirmation.
Jones: Is there anything else I may help you with today?
Rachelle Tovar: Thank you for being so quick and polite about it. I appreciate the email confirmation and really thought it was going to be a lot harder then it has been. You have been fantastic to deal with. Thank you and that should be all. I hope to get one later, but like I said I will wait for now.
Jones: Yes. No problem.
Jones: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again!
Jones: Have a great day to you!
So that was long, but I highlighted the best part. The Jones character reminded me about my Will and the whole deciding process. I wish I could duplicate this customer service everywhere. It almost made me want to own the product just so I could be called Ma'am.
4 comments:
But Ma'am is Naomi's name :0)
I thought you were going to share a horror story, and then you told a story about great customer service. nice! so you've heard that the magic jack has kinks? i've wondered about it too, if it's a scam or what.
hey, did you know that you can IM with missionaries at the mtc? It's kind of fun.
I'm with Camarillo Trio, and was confused all the way through the conversation. I knew Naomi was too young to talk.
We have Magic Jack - If you have a good internet connection it works great.
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