Customer Service Test: Rogers Video
The true test of a company is what they do when they screw up.
So a few days ago I bought a couple previously viewed blu-rays from Rogers Video. The next day I go to watch one of them and there’s no disc inside.
I figure I might just have an epic battle on my hands. I had it all planned out – they question my veracity once and I ask for a manager, the manager questions my veracity once and I go to war.
All for naught I am happy to say, they replaced the blu-ray with a minimum of delay and paperwork.
Like Best Buy before them Rogers Video hasn’t earned my loyalty by getting it right all the time but by fixing the mistakes perfectly.
Never screwing up is nice but doing the right thing when you do really stands out and builds confidence because now I know when I go to these places no matter what happens I’ll be treated right.
