Everyone likes a good customer service story, often there are too many negative ones out there.
I received a WEWOOD watch for Christmas. It’s a unique watch made out of 100% recycled wood that I’ve had my eye on for a while now, problem is that I needed some links taken out…
With difficulty and after taking it to get adjusted with no success, I called the retailer where the watch was bought, and they too were rather unhelpful pointing me to go to a jeweler and the saga continued.
So I finally decided to revert back to WEWOOD and found they have Australian social presence. After posting my problem on their Facebook wall, I received a response almost immediately with suggestions as to what to do and how to go about fixing it. I ended up taking it to their WEWOOD Australian representative who kindly fixed this for me, no worries. After 3 weeks of running around, the problem was fixed in a few days.
Why I didn’t go down this path initially I don’t know, but what I do know is that I will always opt to go through social media profiles as a form of customer service every time from now on. Not only do you often receive a response much more efficiently, you also tend to discover other customers who might be experiencing similar problems and the relative solutions. What a great example of the benefits of running a social business, if you aren’t in this space how will you know what your customers are talking about, especially in a case like this one.
Thanks WEWOOD, you’ve made for a happy customer!