Thumbs up for Air Canada, Thumbs down for Sony! - Raj Wadhwani - ContactCenterWorld.com Blog
I'd like to share one fantastic and one poor service story with you. Lets start with the fantastic!
Air Canada (AC) - THUMBS UP!
A few years ago I wasn't too impressed with AC. I felt service was not great and so whenever I could I would avoid them. In recent years they have improved significantly and now they are going above and beyond what I expect. Let me explain. Recently I visited Las Vegas to plan for our 2013 conference and on the way back the flight from Vegas (On American Airlines) was ahead of schedule. It was due to land at 4:30pm but on route we heard we would arrive around 4pm. Now, having planned for a 4:30pm landing and with the thought of having to clear customs and immigration when we landed at Toronto plus changing terminals, we booked what was then next available flight back home to Thunder Bay - it was scheduled at 10:30pm that night. So we had resigned ourselves to a long wait in Toronto.
Anyway, when we heard from the captain we would arrive early, I went online to check flights for AC that day to see if we could change them. But none came up - no availability showed for that day. Anyway, we landed and after the usual 5 minute taxi we pulled up to the gate and quickly disembarked. We cleared customs no problem (we hold NEXUS - Trusted Traveler Status) and were through customs and immigration in a flash. We didn’t have checked baggage and by 4:15 we were heading to the next terminal. We were aware there was a 5:05pm flight 10 minutes later we go to the AC terminal and went straight to a Premium check in agent to ask if there were any earlier flights we could get on. he smiled and took our name and checked. He told us there was space on the 5:05 but was unsure if we would make it. With no luggage we were hopeful and we quickly made our way to the gate knowing it was going to be tough - just in case we had our original tickets for the 10:30pm flight. Boarding had not started yet and the gate agent advised us we would need to get new tickets issued. She radioed the desk which was 100m behind us and when we got there the AC rep gave us 2 new tickets and we walked back to the gate just as boarding was called.
So what AC did was get us on a flight 5 hours earlier and it was so smooth - we got home earlier and picked up our 2 dogs from the kennels earlier and everyone was happy. Thank you AC - this was probably the best experience we have ever had and the description above doesnt do the service justice. Well done and thanks again.!
SONY - THUMBS DOWN!
Now, on to Sony! So when we were in Vegas in October we purchased a new laptop - the Duo11 laptop convertible and we wanted another one. Knowing supply was limited I called the sony store in Vegas where we purchased the last one and found out there were getting more in so at length agreed with one of the staff to put one aside. I offered to give my credit card to prepay and was told this was not necessary. I explained I would be in approx 1 week later to collect and left phone details etc. A few days later I called to make sure they had arrived and was told they do not hold items and they were sold. "Sold?!" I said - anyway after a long discussion with one of the assistant store managers he told me they don’t hold anything for anyone. he could not explain why I was promised one or why i was not called etc. I explained in a few days I would be in Vegas and really hope they keep one aside. Every day I called to check stock and when I arrived in Vegas still no sign of one. I had really been let down so went online to Sonystyle.com to place an order. I ordered a custom Duo as the delivery was showing as late Nov so went ahead and placed the order. a few days later I checked the status only to see that it had been changed on the system to Jan 2013 - 2 months later! I had not been contacted and was annoyed so cancelled the order - I called and spoke to a rep based in the Philippines who was pleasant and efficient. I then went back online to try a new order and went for the standard version. When I placed the order the system advised me it would be shipped 11/20/2012! Guess what? I checked yesterday 11/26/12 and the system still tells me it will be shipped 11/20/2012 - that was 6 days ago! Come on Sony, your products are great but I continue to have issue with your service. In this day a company as large as Sony should not have issues with online store orders and poor service from retail stores. Please get your act together and provide the service we expect!
Latest on this order - got this email from Sony today!
Please do not reply to this email. Should you have a question regarding your order, click here to contact us. To ensure a timely response, it is important to include your Sony Style order number.
While processing your order SW12112000567, we were unable to obtain authorization on your credit card. Potential reasons include:
- The account number you entered is invalid.
- The street address and zip code you entered do not match what is on file with your credit card provider.
- SonyStyle.com does not accept credit cards from institutions that do not participate in the Address Verification Service (AVS).
- SonyStyle.com does not accept credit cards from international institutions.
Please note the item(s) below have been cancelled:
- WOW - I have purchased lots from Sony store online in recent years and they didnt even bother to call me - just cancelled the order. I called and had to re-order. Shipping date is now 12/18/2012! Appalling service just cancelling an order and not talking to the customer first!
Ok update as at 29th Nov - they expedited shipping and got me the new machine today - thanks for listening Sony Contact Center! I am happy now :)
Publish Date: November 27, 2012 1:52 PM