This is what I call Great Customer Service!

Author: admin, May 29th, 2010

I’ve a special word of thanks for one of my suppliers.

In April 2009, Euroffice Ltd http://www.euroffice.co.uk had a series of offers on their website, several of which interested me at the time. One in particular was for a replacement toner cartridge for one of my printers.

Now, my experience of the inner workings of a printer consisted of putting paper into the tray when it needed refilling.   I’d also changed the toner cartridge once before but that was several years ago now.  I bought this toner cartridge in April 2009 and it then languished in a cupboard until May 2010 when this particular printer started running out of toner.  I opened the packaging of this new cartridge only to find something I didn’t recognize at all.  I checked my original order and confirmed that it was for a toner cartridge, I then contacted Euroffice telling them that what I’d received was an item that I didn’t recognize and I suggested that it was simply a plastic tray with parts missing.  No one at Euroffice could recognize what it was from my description and they suggested rather than return it to throw it out and they would send me a replacement toner.  Which they indeed did!

One of their young sales assistants suggested that I look on their website at a particular page to see if I could recognize the component.  What I had in my hand didn’t match what I saw on this page!  I started to get a bit worried about all of this because all I wanted was to do was print out was a couple of receipts (that’s why I use so little paper or toner).

I started reading an online manual for my printer and finally realized what it was I’d been sent – a toner drum!  I contacted Euroffice to let them know that the identity problem had been solved, and their response was that they didn’t want it back and that I could keep it.  Unfortunately, this was all too late.  I’ve thrown away a perfectly good toner drum worth about £75.00 all because I didn’t recognize this component for what it was.

Now I’m left feeling guilty because had I checked my manual at the beginning of this sorry saga we could have done a simple return and replacement.

Yes, Euroffice sent me the wrong item, but it was my lack of knowledge that consigned an expensive piece of technology to the trash.  Euroffice bent over backwards to help me out, and their sales staff couldn’t have been more helpful or friendly but I’m left feeling a complete idiot.

If you ever want to deal with a company that really does look after its customers then I can thoroughly recommend http://www.euroffice.co.uk

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