I waited years and years to buy a big, flat screen TV. I had to beg and plead with my wife to buy a new television. There was a huge negotiation on every conceivable aspect of the purchase from size, cost, quality, etc. I ended up saving for a long time and bought one with cash. So, last year, I finally bought a 42 inch Sharp Aquos LCD flat screen TV. It was beautiful!
I loved that television, and I was crushed a few weeks ago when all of a sudden the TV made a “pop” sound and the picture went out. Then, it started blinking lights on the front. I could not get the TV to turn back on. I tried everything. I managed to look up the blinking light code on the internet, and one website called it the “green blinking lights of death”. Not a good sign.
I had not even owned the television for an entire year yet. But, luckily, it was under warranty. So, I begrudgingly called the Sharp 1-800 customer service number. I have never had a good experience with those customer service lines. I dreaded making the call.
I was pleasantly surprised to get a customer service center that had not been outsourced overseas. The customer service representative was able to look up my particular television model based off of its serial number. I was especially lucky in that regard since I could not find my receipt.
The company sent out a third party repairman who replaced some parts, but he could not fix the television either. So, they ended up sending me a replacement television. And, even though the replacement was refurbished, it was a bigger model with better refresh rate than my original one which was no longer available.
So, what is the point of the story?
- Keep the receipts for your large purchases.
- Do not forget to sign up for warranties or turn in those little warranty cards when you buy a large item like a television.
- There is still great customer service available at big corporations.
- Paying with cash is always better for large purchases if you can do it.
Has anyone else had a great customer service experience from a large company? Which one? And, what happened?
{ 2 comments }
Interesting story, although i personally would not be happy to get a refurbished TV and would have tried to insist I should get a new replacement. It makes me wonder if thye have fine print somewhere that says they can do that.
I like reading about good customer service.
Sharp should be commended for keeping their reps in-country. This not only aids customers in communicating effectively but I want to give my money to a company with domestic jobs.
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