I came face to face with amazing customer service at 3am on the weekend.
Ok, you may be thinking, what sort of customer service does any person need in the wee small hours?
Well, to be accurate, the 3am was in Bulgaria. At my place, it was lunchtime Saturday, and I was struggling with a dead-to-the-world website.
I had spent too long trying to unsuccessfully resuscitate it using a free piece of software I had downloaded. So, desperate and annoyed, but with no expectations, I emailed an address from the software’s website asking for help.
Free, downloaded software. Asking for help. Silly, right. I know. Five minutes after emailing, a reply appeared in my inbox.
“Hi Adam, I am sorry for the inconvenience…” and then some steps to take with the software to rectify my problem. They did not work. I let them know.
“Hi Adam, Hmm…” and then some more suggested steps.
This time, bingo! My website came back to life.
“Hi Adam. Not a problem. I am glad it’s working.”
All this for a random, free download. On the weekend.
I was curious. The software company was not in New Zealand. But where? I asked. Bulgaria, the reply.
I looked at an internet world clock: Lunch time here, but around 3am in Bulgaria!
That’s some kind of service A company that cares enough about their product and the people that use it that they were not happy until an issue was fixed. At 3 o’clock in the morning.
I can’t tell you why the software originally failed — user error or faulty product, who knows — and I don’t know why the first suggested fix did not work. All I do know is that the support person patiently stayed totally engaged until the issue was fixed. For a free thing.
My initial hour of pain with the software was pretty much forgotten in the glow of the we’ll-put-it-right customer service.
And, did I mention, their website indicates I am one of more than 60,000 customers?
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