Great Service for a Change!

3 May

Sometimes I think we have gotten so used to so so or even bad service that we are somewhat surprised when we get good service.  I definitely try to let people know when I have received great service so that the company, or giver of the great service is acknowledged.

Recently I got a Silhouette Cameo and am still learning how to use it but so far it works like a charm.  I just have to learn the software.  Anyway, I got gift cards to the Silhouette Online Store with my machine.  This past week, the store had all files on sale for 50% off and it was advertised to end at 11:59 p.m. PDT on May 2.

Of course I waited to the last couple hours of the sale to take advantage.  I really had not had time to go through and try to find files I wanted until last night.  Well, at about 1:00 a.m. CDT which is 11:00 p.m. PDT, I was adding things to my cart and noticed that the pricing was all back to regular price.  I was not happy since the email I receive yesterday said the sale ended at 11:59 p.m. PDT.  I still had 59 minutes left to shop!

I immediately sent an email to the store’s online support explaining that they had ended the sale early and I was still shopping.  I got an email today apologizing for the error and asking me how many files I was planning to buy.  The email went on to say that they would credit my account enough to make up for the difference in regular and sale price so that I would still be able to buy the files at the half off.

Within two minutes of my responding via email with the number of files I was planning to buy, my account was credited!  Two minutes! Now that was truly great service.  There was no telling me I was mistaken, or that I should have shopped earlier.  It was just…ok, we have a solution and we will fix it as close to immediately as we possibly can.

Thank you Silhouette Online Store Support!  You service is definitely appreciated!


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