What Does VistaPrint Have that GEICO Doesn't?

This story begins like any good story does: with a hero and a villain.

Well, I may be exaggerating.

This tale began on a chilly day in September. I was on the phone explaining--yet again--to a service representative at GEICO that we still hadn't received our refund. When my husband and I switched auto insurance carriers in August, we never dreamed what lay in store for us.

I won't bore you with the details but here is the gist of the five (or was it seven?) conversations I had with service reps from the auto giant:

Likeness Only: Not Actual Recorded Conversations

Me: Hello, I'm calling again to find out about the status of our refund. (I smiled to make sure it came across in my voice.)

Rep: Refund? (Apparently confused.)

Me: Yes, I've called a few times now about this. We are due a refund for the rest of our auto insurance. (Big breath for patience.) The woman I spoke with last time I called said that it had been credited to a MasterCard ending in XXXX. But I've searched through all our records and we've never had a card ending in those numbers.

Rep: Hmmm. Yes, I see here that you called. That money has been refunded to a MasterCard ending in XXXX. (Said a little quickly like he was preparing to get rid of me.)

Me: But we don't have a card ending in those numbers. (Slight note of hysteria in voice.)

Rep: Yes it was refunded to that card. (Sure of himself.)

Me: Is it possible the money was refunded to the wrong account? (Pleading)

Rep: No, that's not what happened. It was issued back to the card you paid with, a MasterCard ending in XXXX. (Firm, unwavering voice.)

Me: (Sigh. Clap hand to forehead.)

Round and round it went, for more hours than I care to admit. I wasn't allowed to speak with anyone in Accounts Receiveable but I could fax them something. They would not call me back, but I could call and speak with another service rep in a couple of days to make sure they'd gotten the fax and looked into it.

When I asked to speak to a manager, I was told: "they're just going to tell you the same thing that I am". My bank asked for this mysterious credit card number to try to track it down through our BillPay service...but I was informed that GEICO couldn't share the entire number with me, just the last four digits.

Some people would probably say cut your losses, it's only a few hundred dollars and not worth the tension, irritation, and stress. But it's the principle of the thing.

GEICO refunded our money to some card we didn't have and rather than make it right and then work out WHY it had happened, they continued to repeat the same message over and over. "We gave you your money. Too bad for you if it's on some card you've never had in your possession."

After 15 years as a customer, I would have thought they might be a little more helpful. Or at least attempted to create a slightly less frustrating customer experience. As a business owner, I was slightly shocked. I would never treat my clients like this. If I did, I would have been out of business a long time ago.

Another Customer Experience

Fast-forward to last week. I received my new business cards from VistaPrint but they didn't look like they had on the screen. Instead of the rich, deep black shown there, these cards were more grayish.

I emailed customer service to ask if anything could be done about it and promptly received an email from a service rep who apologized for inconveniencing me (?!) and said that she'd already sent out a new order of cards. No charge of course.

When I thanked her and said that what I really had wanted was to upgrade to a better quality card and was happy to pay the difference, she apologized again. They immediately issued me a credit for the premium cards and was there anything at all else she could do?

Nearly staggering from the good news, I thanked her profusely and ordered my brand-new, higher-quality cards absolutely free of charge. They even paid for the shipping!

A Little Goes a Long Way

Now, I agree that sometimes the old motto, "The customer is always right," can get out of hand. I mean, what if I'd been demanding new business cards and postcards and signage and more from Vistaprint because I wasn't happy with the initial order? Would I have been right?

No, and I'd also be a big pain in the neck. I go out of my way not to be a big pain in the neck as much as possible.

The way these two companies responded to me and handled my problems as a customer were worlds apart. Lesson learned: I want to be more like VistaPrint and less like GEICO.

I now have a shiny new pack of business cards just waiting to be handed out.

But I'm still waiting on that $339.93 auto insurance refund.