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Redemption

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Blog entry by dustynewt posted 2424 days ago 963 reads 0 times favorited 13 comments Add to Favorites Watch

I read all of the community’s responses to my last blog, and had firmly decided that to retain my self esteem and to quit feeling like a sucker, I would cancel my subscriptions. But I really do love this magazine and their other products so I had to let them know why I was canceling. I also emailed a link to the last blog.
The first response was little more than a form letter, backing up their position.
So, I wrote them again with a little more ire in my language.
The second email back was from the same person, short and not too sweet, accepting my cancellations.
I was a little hot being brushed off like this, but under advice of my wife, I decided to let it go. Then yesterday, I received yet another email from them. Ready for another battle and full of apprehension I opened the email.
This is what it said;

Mr. Dobek,
First of all I would like to apologize because we have made a couple of errors. I see that your account renewed on a different account. Anyone looking on our system at your original account will see an expired magazine subscription- but it is not true! I see a second account for you that should not have been created, but computers are not perfect, and a second account was started, causing your original account, full of your history, to expire. Your account number is #########. Please allow me to compensate for the inconvenience and the mis-handling of your account. Please also be assured that none of it was intentional. This probably does not help you feel better, so let’s try this. I have put on one year of the online membership to FineWoodworking.com. I have also extended Fine Woodworking magazine two years. None of this will be of any cost to you. It is simply saying we are sorry and you are a valued customer. I cannot tell you how many woodworkers call telling stories of how many years they have subscribed, many tell us the projects they made because of Taunton. I absolutely enjoy hearing every one. We do value your business. Customers like you are the reason we are in existence! So please take the membership and magazine extension as a very small token of our appreciation. Whether or not you renew after that, is of course up to you. Either way, we appreciate your business and value you as a customer. You will not receive renewal notices as you requested. In addition, if you every have a concern about your account, call me directly. Again, I am very sorry for the inconvenience. We did make a mistake and look at the wrong account, but it was accidental. Thank you.
Sincerely,
Betty
Customer Service

It was from another another representative who had obviously cared enough to do her job and research my problem before responding. This response rebuilt the faith I had lost in the company. Even had she not given me the freebies, I would have settled for acknowledgement and problem solving. Betty went above and beyond for me and for her company.
Thank You Betty

-- Peace in Wood ~ http://dustynewt.com/



13 comments so far

View MsDebbieP's profile

MsDebbieP

18615 posts in 2756 days


#1 posted 2424 days ago

((clapping)) Yipee!!! A happy customer and a great “customer service” happy ending.
Thanks for keeping us posted on all of this.

-- ~ Debbie, Canada (https://www.facebook.com/DebbiePribeleENJOConsultant)

View dennis mitchell's profile

dennis mitchell

3994 posts in 2910 days


#2 posted 2424 days ago

Good for them. I’ve gotten so numb dealing with computerized phone systems and unfeeling bureaucracys that I’ve lost respect for most businesses. It sure is nice to trip over a real human being!

View scottb's profile

scottb

3647 posts in 2922 days


#3 posted 2424 days ago

Nice, and a happy customer is their best salesman. I’m sure most of us would prefer to know we’re dealing with a company we can feel good about, rather than freebies from one we can’t.

There’s a small restaurant near work (still owner operated) that my wife and I have gone to (once upon a time very regularly) for several years. This past year my take-out order didn’t make it back to the kitchen, and after the hostess realized I was waiting for quite a while, checked up, and they had to start fresh, with apologies. I didn’t get a free meal, though they threw in a little extra, but really seemed to made up for it in the quality of my order. Perhaps it was my knowing that everything was very freshly made, but it was a delicious apology, and I really preferred that than being comped!

-- I am always doing what I cannot do yet, in order to learn how to do it. - Van Gogh -- http://blanchardcreative.etsy.com -- http://snbcreative.wordpress.com/

View Harold's profile

Harold

310 posts in 2443 days


#4 posted 2424 days ago

You know what, over the years I have learned a hard lesson. People will always attempt to meet our expectations, they may not always succeed, but they will always try. I think the only difference is that if we set those expectations low, people just won’t have to try very hard. I read this somewhere years ago and it is simply true. Sometimes I get alittle cynical, but given time I hopefully accept reason.

-- If knowledge is not shared, it is forgotten.

View Obi's profile

Obi

2213 posts in 2832 days


#5 posted 2424 days ago

That was very professional, and my hat’s off to them for finding & fixing their mistake and compensate you accordingly.

View rikkor's profile

rikkor

11295 posts in 2470 days


#6 posted 2424 days ago

I am glad Taunton came through for you. I, too like their magazine, and expect a lot from them.

View mot's profile

mot

4911 posts in 2632 days


#7 posted 2424 days ago

Well, as much as we all applaud the fact that Taunton finally sent this email, don’t forget about what it took to finally get it. This is one of the reasons that corporate America gets away with so much. When we finally DO get a good customer service experience, we forget about all the aggravating crap that led to the complaint in the first place. If companies worked as hard to KEEP you as they do to try and win you back, they wouldn’t have the reputations they have. Thanks for the update!

-- You can discover more about a person in an hour of play than in a year of conversation. (Plato)

View Todd A. Clippinger's profile

Todd A. Clippinger

8711 posts in 2695 days


#8 posted 2423 days ago

I am glad that Taunton came through on this for you. My high opinion of them was starting to waiver. I believe that the defining moment for a company is when problems arise and how they handle them.

-- Todd A. Clippinger, Montana, http://americancraftsmanworkshop.com

View Russel's profile

Russel

2199 posts in 2534 days


#9 posted 2423 days ago

It’s good that they finally took care of you. However, it is unfortunate that they had to lie to do it. Contrary to what they said, computer do not make mistakes. Having written computer systems for well over 30 years I can tell you with confidence that a computer system will not just make up another account; that took a human. Still at least they did right by you.

-- Working at Woodworking http://www.VillageLaneFurniture.com

View thewoodwhisperer's profile

thewoodwhisperer

601 posts in 2779 days


#10 posted 2423 days ago

Good for you sir! But my absolute favorite line in the email is, “Computers are not perfect..”

lol. I guess that completely eliminates the possibility of human error. I would hate to think a human could have made such an error.

-im in a cynical mood today. :)

-- For free video tutorials and other cool woodworking stuff, check out http://www.TheWoodWhisperer.com

View Dadoo's profile

Dadoo

1763 posts in 2586 days


#11 posted 2423 days ago

Sounds like a done deal. Problem now though is that you’ll probably recieve two copies a month…one to Mr. Dustynewt and the other to Ms. Dustynewt. lol!

-- Bob Vila would be so proud of you!

View Douglas Bordner's profile

Douglas Bordner

3960 posts in 2659 days


#12 posted 2423 days ago

And here I got all up in arms like the feisty little Dutchman that I am waiting to see if they will try and pry 20 bucks out of my account if I don’t respond by 12/2 (it’s Sunday, folks-come on!) to my last issue notice with the most recent issue. I bet they don’t wait to see if I’m going to renew until Christmas (maybe I’ll be getting a renewal in my stocking-my wife says not to buy myself ANYTHING until after Dec.25th). I’m with Tom and Mark.

Doesn’t seven years of loyal subscribing (three of which were gift subscriptions, incidently) count for a little leeway to see if I’m going to re-up for the magazine before lowering the boom on my discounted online account. If they get into my checking account while I’m budgeting my gift giving before Christmas they better have Betty warmed up and ready to go…

-- "Bordnerizing" perfectly good lumber for over a decade.

View Thos. Angle's profile

Thos. Angle

4435 posts in 2558 days


#13 posted 2423 days ago

Hat’s off to Betty at FWW. I have always thought they were a class act and was getting worried from your post. I’m sure glad they straightened it out this way. I’m also glad you posted it back so that 2000 woodworkers can see how it is.

-- Thos. Angle, Jordan Valley, Oregon

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