Last week, I had a very positive experience with the people at Carphone Warehouse. As part of my mobile phone contract with O2, I filed for and received a cheque back from them in early January. When I went to cash the cheque at my bank (NatWest, which by the way isn’t particularly the best), they refused to honour it, saying that my name was misspelled (I was referred to as ‘Mr.’ instead of ‘Ms.’). I knew that someone from Carphone Warehouse was on Twitter, so I contacted him with my problem, and very soon received a response, asking me to send an email to a certain address stating the facts. I did this, and the very next morning I received a call from a customer service representative, apologising for the problem and saying that they would send another, corrected cheque in 28 days. I ended the call feeling pleasantly surprised and very impressed with Carphone Warehouse.
I think I went into the whole experiment with some doubt – my experience with many brands has not been good. Also, this was the first time that I was actively engaging with a brand online – and at some level I wanted to see if the industry that I work in would stand up for me, in a sense. I am glad to say it did. Not only was Guy Stephens (@guy1067) very helpful, his response was pretty much immediate (so I didn’t have time to formulate any negative theories). The same applies to the customer service team in Preston, who are the ones who called me up. They were very courteous too, and didn’t beat around the bush wasting my time.
This is what brands can and should use platforms like Twitter for.
Carphone Warehouse, thumbs up to you.