Having slagged off a few companies here recently over their poor service, I suppose I should do the “fair and balanced” thing and praise those who provide good customer service.
And top of that list for this week is Creative, from whom I’d bought an MP3 player last year. Let me say straight up congratulations to Creative for their excellent customer care experience.
I had lost the original CD-ROM with their Media Explorer software but needed it to connect my player to a new laptop.
I checked their online help, and downloads section, but to no avail – there was nothing there. I sent a query to their online help asking for the location of the download. The initial response was a dodgy “have you checked our online help section”, but after a follow up I was told that I’d need to phone their Customer Support hotline.
With some misgivings, I range their number but immediately I was speaking to someone who was very professional in their approach, understood my problem immediately, and set about fixing the issue.
They told me they’d have to send out a new CD-ROM and that it would take up to 10 days. They confirmed my player type, and my delivery address, and gave me a reference number.
Within 6 days, I’d received my new CD-ROM, exactly as required. Fair play to Creative – an excellent customer service experience.