THIS is Customer Service

I was searching online for an ice pack that would cover both shoulders and neck. The Pro Ice Scapula Cervical Collar Ice Pack, apart from being a helluva long name, looked perfect. One of the best prices I found was at Pain Reliever. I had a question about the product and called the number listed on the site. The lady that answered said she would inquire and call me back. Within half an hour, she called back with an answer. That kind of customer service sealed the deal and I bought from this company.

The product arrived quickly, and I put it in the freezer. I used it for a few days, then noticed it was wet. Turns out, one of the water pockets had busted. (It's water based and made up of ketcup-sized pouches of water/ice, which allows it to be malleable.) I called and explained what happened, and the response:

"Oh, I'm so sorry that happened."

Let me repeat that. The company's rep said to me,

"Oh, I'm so sorry that happened."

Then proceeded to tell me she'd contact the manufacturer and see what needed to be done to get it replaced. She took down my number and said she'd get back with me.

Less than a half hour later she phoned back and said she had been unable to get through by phone, but she faxed them and instructed them to send me a replacement. She said she didn't foresee that they'd have any problem with that (though if it did, she'd call me back), and to consider it taken care of.

Yes, she said "Consider it taken care of."

Within a few days, my replacement pack arrived, in perfect working condition.

Now THAT is customer service. Clark would be proud.

Tags: customer service, service, ice pack, pain relief, back pain, pro ice