This is just a straight forward example of service recovery.
I ordered a black toner cartridge last week which was delivered as expected. Unfortunately they sent a blue one.
I emailed the company www.cartridgesave.co.uk and had a reply within 20 minutes from Danielle (who provided a direct email address - in my book, the right thing to do). “A black one will be on its way today and we’ll collect the blue one”. A bit of a hassle returning the blue one I thought but their problem.
10 minutes later another email:
“Unfortunately we are unable to despatch the correct Remanufactured Samsung Black Toner Cartridge as stated in my previous email since this item is currently out of stock until the 20th May. So that we do not inconvenience you any further I will be despatching you today a Genuine Samsung Black Toner instead and Cartridge Save will cover the difference in cost. Additionally we would like you to keep the incorrect blue cartridge that you have received.”
Almost perfect recovery, except for the unnecessary first email that could have been avoided by checking stock first. Not bad for a low value consumer product. Here I am telling you all about it. That’s worth it isn’t it?
