Recently I was having some issues with my cell phone dropping calls and frequent undelivered texts, emails and voice-mails so I placed a call to my provider to see what could be done. From my previous experience with cell phone providers, I knew this was going to be a tedious process but was hoping for the best since I have been an 8+ year customer. So I contacted the company last week and explained my situation. They advised that the service in my area had been acting up and they would need to open a file on my line that could take 7 – 10 days before I would receive a response. The VERY next morning they called to tell me that there were issues with the coverage in my area but it had been resolved.
So as the week went by and I was still experiencing the same issues, I called the company back. This time I was transferred to the technical department so they could troubleshoot my device – after a 2 hour phone call, they could provide no reason as to why I was having issues and offered me no course toward a resolution. Now frustrated, I decided to visit their website and participate in their chat option to see if we could get to a resolution. No such luck, I now had to elevate the situation and speak to a manager.
After 17 phone calls to customer service and a total of 5 online chats, I finally got the one person who was actually willing to help. After reviewing the notes on my account, she offered me a free upgrade, without extending my service contract, shipped the replacement phone for overnight delivery and waived the $40 activation fee for the new device. Of course I was pleased with this resolution but asked why it was necessary to jump through so many hoops about the same issue – “it really depends on who you talk to and if they want to do the work or not”. In my opinion, that’s a pretty sad approach toward servicing a customer.
At EXAIR, our main focus is customer service and we will make every attempt to provide assistance and handle your request(s) in a prompt and thorough manner. The fact is, a sales person can sell just about anything once. It is the service that you are provided – that installation and maintenance guide or 3D model that can be easily downloaded – that takes a company with amazing products over the edge. We strive to ensure you have every possible way to reach our Application Engineers. We are here to help you not only determine which product will work best in your application, but also to help you troubleshoot your existing product, determine what air savings you have gained from installing an engineered solution, as well as figure out ways to make your operating area a safer, quieter place for your employees.
Here are some very recent comments we have received from customers:
- “Super fast service. EXCELLENT!” – Joe, industrial laser manufacturer
- “I called your customer service line and Vikki Foley was very helpful and even though it was late Thursday afternoon, she sounds like she enjoys her job.” – Mark, rapid prototyping and product design company
- “Fantastic service. Very fast responses and concise information.” – Chase, display technology manufacturer
- “Russ Bowman was an excellent help. He was respectful and went out of his way to find information that I requested. Would definitely recommend working with Exair. Outstanding customer service!” – Kathryn, engineering consultant
We can’t ask for anything more than that. We want to do the work, we want to make it easy for you.