After making him wait several months to be sure it's what he really wanted, we finally let Jack use some of his money to buy an expensive Dr. Who Sonic Screwdriver. It arrived and was everything he hoped it would be. He enjoyed it for a while. Then, sadly, it malfunctioned.
He decided all on his own to send an email to the manufacturer to see if he could get it repaired or replaced. By the next day, he received a charming email from Andrew, who works for The Wand Company in the U.K.
"Hi Jack," it read. "Many thanks for getting in touch and I'm very sorry to hear about the button issue on the Tenth Doctor's Sonic Screwdriver. It definitely sounds as it if is faulty so please return it to us for repair/replacement."
He goes on to give the shipping instructions (including "please package it up carefully" and "we're happy to refund" the "postage costs"), then closed his message with, "Apologies for this hassle with your Sonic and we'll get you a working one as quickly as possible. Best regards."
After we shipped the package, I told Jack that we'd most likely eat the "postage costs" because they responded so quickly and treated him with such kindness and respect. Thank you, Andrew and The Wand Company, for setting such a good example of true customer service for my heartbroken son.
1 comment:
Few things brighten my mood in a dark moment more than great customer service from people who seem to really want to do a good job and make me happy.
Great outcome! Thanks for sharing.
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