Just before Christmas, I placed an order on behalf of my son for a new set of cymbals for his drumset. These were much anticipated cymbals, as he was paying for them with money he earned himself. We went to Musicians Friend, a great website for musical instruments, and ordered the cymbals. Since we were getting ready to leave for the holidays and my son was quite anxious to get them in time to play them, we ordered the cymbals for overnight delivery.
On the day they should have arrived, my son was anxiously waiting near the door. The time of arrival passed. The cymbal stand arrived, but no cymbals. I called Musicians Friend and spoke with a customer service agent who told me they should arrive by the afternoon. Later that day, still no cymbals. Calling Musicians Friend again, they gave me the package tracking number so I could see where the cymbals were. Turns out they were still in Missouri (I am in California)! They hadn’t been picked up by the shipping company.
Frustrated, I called Musicians Friend again. This time, I was connected to a wonderful agent named Brit. Brit went above and beyond for us. He spent quite a bit of time trying to figure out what could have happened. He called the shipping company 3 or 4 times in a row but kept getting disconnected (I always wondered if that only happened to consumers or if it happened to merchants, too!). He refunded me my shipping charges as I didn’t get the product when promised.
We had now been on the phone together for about 30 minutes. As I understand that many call center agents are measured on talk time, I thanked him for taking the time with me to resolve the problem. I asked him if he would get in trouble for taking so long! He turned around and asked his supervisor that question; the answer was no – we only use call time stats when we are looking at potential raises.
I then told him about gethuman.com, a database which tells you how to get through to a live person for assistance (which was what we needed right now). He tried their strategy, and it worked (in this case, it was to keep repeating the word “representative”). He finally got into the queue for the shipping company. Afraid he would lose me, he conferenced me in to the hold queue so I could hear the conversation. Completely silent, I listened as Brit went to bat for me. He was very professional and made it clear he had a very dissatisfied customer who paid for overnight shipping and didn’t get it. The next day was Saturday, and Brit didn’t hesitate to offer to pay for Saturday shipping fees so we could get our cymbals.
Brit did his best for us, and I was very happy that he went out of his way and took the time to try and make a bad situation good. He spent nearly one hour on the phone on our behalf. He was positive and cheerful throughout. We actually had a great conversation!
Thank you, Brit, for making this experience better. Plus, thanks also for your help, as we did get the cymbals on Saturday, and I have not seen my son that happy in ages.
Customers Rock! for Musician’s Friend. Thanks you guys!
(Photo credit: stephconne)