Publix's "Awesome Response!"

Red_eye and his wife shop at Publix, but the ATM outside the store seems to break on a weekly basis. He asked Publix to look into the situation:


My wife and I are loyal Publix shoppers but we have recently had a great deal of trouble using the at entrance ATM located at store number XXXXX. It is constantly breaking almost weekly I would say. One of the primary reasons we use it is my wife shops with cash, and if she cant get cash while at your store she wont shop there. The store management has been very sympathetic however they said to write Publix Corporate because there isn’t anything they can do, hence this diatribe. Please address this problem with the ATM/Bank owner and get them to replace this broken faulty ATM with one that works since they have to fix it on nearly a weekly basis or soon the trouble for us and many others may make is simpler to shop elsewhere.

Publix responded the next day:


We’ve reviewed the maintenance history of the ATM at your Publix store…

…It does indeed have a history of problems related to how the money bills are “picked” during a transaction. A contracted technician from Diebold was at the store Tuesday trying to determine once and for all how to fix the unit. They think it may be related to how the money is loaded into the cassette by the armored courier. The courier company has also been contacted and retraining has been conducted by them with their guards. We will watch this unit and any issues with it closely.

I apologize that you have been frustrated during your visits to our store. We like to say we’re good at customer service so when something goes wrong we take it very seriously. I’m sorry that it happened multiple times until you had to finally contact us. That is the last thing we want you to have to do. Hopefully the fixes mentioned above will resolve the problems, but we will continue to monitor the situation.

If you have any questions or concerns about this or any other matter, please don’t hesitate to contact me or your store manager XXXXX XXXXX.


Retail Coordinator, Customer Service RBU
Publix Super Markets, Inc.

Great response, Publix! It is a shame more companies don’t take the time to send detailed, personalized responses to their customers. — CAREY GREENBERG-BERGER

(Above and Beyond highlights exceptional and extraordinary acts of service performed by individuals. To nominate someone for inclusion, send your story to tips [at] consumerist [dot] com. Be sure to put “Above and Beyond” in the subject line.)

Publix takes time out for good customer service [Patently Stupid]
(Photo: JohnKit)