You won't believe this customer service experience! True story.

“Well done is better than well said”. (I think Benjamin Franklin said that)

Every company advertises about their “great”, “unparalleled”, “exceptional” or  “amazing” customer service, but how much of this so-called "unbelievable customer service" is just lip service? 

Over the years, I’ve had my share of customer service experiences - some good, many bad – but none compare to my recent dealings with Hamilton Beach Canada. It really stands out.  

In August 2016, I ordered and received a Hamilton Beach Electric Percolator from Bed, Bath and Beyond through their website. Unfortunately, there was a problem - it didn't work. My husband said the power cord was faulty and not delivering power to the unit.

I was disappointed. I needed my caffeine fixes! Pronto!

Apparently, I was supposed to contact the retailer about the issue but decided to go “right to the top” and emailed Hamilton Beach, thinking that this strategy would expedite the service. But would it?  Keep reading.

The customer service section of their website says “Always here to help.”   Really? I decided to test their claim.

September 3 - I emailed Customer Service:

I just purchased a Hamilton Beach electric percolator, model 40619C through Bed Bath and Beyond. The power cord is not working (no power going to unit).   Can you send me a new power cord? Please advise.

On September 6 - the Customer Service Rep got back to me.

I was hopeful.

Thank you for contacting us. In an effort to assist you in this matter, we ask that you locate the series numbers off the bottom or back of your appliance.  Also, please provide us with the following information (they had a list of things and some instructions) . We look forward to assisting you further.

September 7 - I sent them an email with the information expecting them to have me contact the retailer.

 I have answered the questions below. I ordered the product through Bed Bath & Beyond online and don't have a physical receipt, just the delivery/payment confirmation which I cut/paste below. Thank you for your help! :)

I honestly didn’t expect to hear anything for awhile and thought that maybe I’d have to jump through a few hoops to get a replacement cord. I was even prepared to pay for the shipping! I really needed my coffee!

September 9 - Customer Service Rep #2 sent me this email:

Diana, thanks for getting back to us. We will get a replacement unit sent out to you as soon as possible. After you receive the replacement, please cut the cord on your unit & email a photo of the disabled cord & then dispose of your unit.

I was confused. Did I read that correctly? I  emailed them back the same day:

When you say you are giving me a "replacement unit" are you referring to ONLY the electrical adapter/cord or the coffee pot with the cord included?

September 12 - Customer Service Rep #3 replied:

Hi Diana. We are sending you a new coffee pot because separate cords aren't available. Thank you.

They're thanking me? I was still slightly confused (due to lack of caffeine, no doubt!). There must be some condition attached. So, off went my email September 13:

Seriously? I really appreciate the customer service, but sending an entire unit seems a waste for the company.  Is it the exact same coffee pot? Is it new or refurbished? Is there a delivery fee for this? Please clarify.

I didn't hear back which kind of annoyed me. I love closure. I still wasn't sure what the outcome would be. I figured it would take at least a week or two to receive the shipment.

Less than 24 hours after the last email from Customer Service, a parcel came. I was expecting a delivery of a computer accessory I had ordered awhile ago.

You guessed it (or did you?).....Hamilton Beach sent me the exact same NEW electric percolator, cord and all! The cost to me was just a few emails.

Okay, I know it’s just a stupid coffee pot, but I was REALLY happy. I can’t believe how happy I was. Either I’m extremely easy to please, a little weird or there’s something else going on here.

I don't think my uber-happiness had anything to do with the coffee pot per se. To be honest, I could have ordered another one. I think it's more about the fact that I FELT like the company genuinely cared about me.

I was heard. I was validated. I got WAY more than I asked for. I was VERY pleasantly surprised. I could now drink freshly brewed coffee at my leisure!

I was also impressed with their prompt, courteous, and seamless customer service despite the fact that 3 different people handled my file.

They could have been difficult about it and told me to contact the retailer to deal with the issue which is what often happens. Instead, they chose to keep the customer happy even though I’m sure they made little to no money on me. Maybe even lost money.

So, thank you Hamilton Beach for your exceptional customer service – and great percolator, by the way! Because of your choice to do the business-smart thing, I will continue to recommend AND buy your products.  That 14 cup food processor and espresso maker look awesome!

Also kudos to Bed Bath and Beyond for the prompt fulfilment of the original order.

Here’s how YOU can help ME help others.

In the name of supporting those companies and dedicated Customer Service Reps who go above and beyond the call of duty, please share this post. 

Here’s how I can help YOU:

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Well, that’s my story. Hope you enjoyed it. Thanks again for reading and sharing this post!

DIANA FOSTER, Recruiter, Résumé Writer, Job Search Coach

https://www.perfectfitresume.com [email protected]