Pani just had an astoundingly good bit of customer service from aptly-named simplehuman—makers of those elegant-but-expensive trash cans—and wrote to let us know about it. Hewlett Packard, Microsoft, and every cable, cellular, and telephone company, you might want to print this out and pass it around your CSR executive offices.
I just wanted to let you know about a good customer service experience.
We have a trash can from the company simple human. The trash can cost about $60 and it’s probably 2 years old.
Last week, the kick plate stopped working (the lid wouldn’t open when I stepped on the step petal). I called simple human to see what I could do. The rep I spoke to “Brittany” asked me for my name, address and phone number and said the part I needed including directions would be on it’s way via UPS. No questions asked, free of charge. The part arrived today (1 week after I called them).
Here’s the amazing part. When I went to install the new kick plate, I realized the whole thing had fallen apart because of a screw, which I now no longer had. I called simple human again, to see what we could do. Funnily enough, I ended up with Brittany again. She was MORE than happy to send me another screw, but I didn’t want to wait. So, she hunted down the same trash can in someone’s office, flipped the can over, UNSCREWED the screw I needed, and told me the measurements so I could go to my local DIY and get the screw. Amazing service. Wish more companies went out of their way like simple human and Brittany.
Now see, if this had been Hewlett Packard, you would have had to mail in the trash can so they could find some way to void your warranty.