Thursday, June 11, 2009

Update on the BlackBerry Fiasco

Just this afternoon I had a telephone conversation with a very nice woman named Faith that has renewed my faith in Customer Service. Here's the recent events. You may or may not recall that I have had some trouble with the trackball on my phone. (If you care to go back a couple of posts ago, you can read about my attempted minor surgery on my phone. It's entitled "The Bane of the Blackberry") I eventually got the phone repaired at my Sprint store to my satisfaction. But, a few days after my phone was repaired, I got an email from (where I had ordered a replacement trackball) asking for feedback on my recent purchase. Now if you know me just a little bit, you know that I am always going to respond to this type of inquiry either positively or negatively. In this case it was negative, but I was nice. I just commented on the fact that the trackball I had purchased didn't fit very well in the phone and that a small piece of it was slightly bent. I really said nothing else. A couple of days later Faith called me and had received the feedback information and wanted to know how they could make it right for me. She first offered to send me another trackball, but since I had already had it repaired, she agreed to a full refund of the price including the shipping. Whoopee!! I was somewhat surprised, but also elated that they would do that. We are not talking about a lot of money, just $11.00 or so, but I am even happier now. Just wanted to post this to let you know 2 things. 1) It's okay to complain about things sometimes 2) There is some justice in the world That is all!


  1. Customer service these days is a rare. Good customer service just doesn't happen often enough. Good to hear a little good customer service is still out there.

  2. Jim, good resolution to your trackball problem. It's great to see a company go the extra mile to make a positive impression on a customer.

  3. Danny and Lance,
    Bad customer service is just a little pet peeve of mine. It's nice to see someone trying to make it right sometimes. It was just a little purchase in terms of dollar amount, and I really thouight that my negative comment would just disappear into cyberspace somehow. Apparently it didn't.