Very Good Service: good customer service stories

With Enery Saving LED having recently joined verygoodservice.com, Chris Roberts, the company’s Customer Joy Specialist, was keen to share with us some of the recent customer feedback they received since the beginning of the year. Having assured us that “they have never had an unhappy customer yet”, they prepared a compilation of customer emails received since the beginning of the year. We have removed the name and address of senders. Some customers also have shown their appreciation via Twitter, we have also included some recent examples:

From: Craig -Thursday, 6 March 2014 22:28
To: Chris <sales@energysavingled.com>
Subject: RE: Energy Saving LED

Hi,
Thanks for getting back so quickly.
The original orders were for GU10 Warm White LED spots at 6W rather than 5W. Has there been a change in the item specification? If so, is there much difference in light output/specifics as I may need to swap out more of my current ones for these and I would hope for it not to be obvious which had been replaced.
Also, I have been speaking to my dad about getting some GU10 spots like mine and have told him about your company and the fantastic customer service I have experienced from you so far. He is interested in buying 20 of them and I was wondering if you could do us a deal on the price?
Thanks,
Craig

From: christopher – Thursday, 6 March 2014 14:55
To: Chris <sales@energysavingled.com>
Subject: Re: Faulty Product

Chris
That’s sounds great – I was wondering what would happen if you didn’t stock the same product any more!
I am sure that ‘dodgy’ supplies must be your greatest worry as it may be some time until the fault comes to light, but I am impressed by your response and service and will not hesitate to recommend your company to others.
Thank you.
Chris.

On 27/12/2013 11:56, Guy wrote:

Dear Chris,
Firstly thank you very much for the order (6 x 6.5w LED plus 1 x 9w bulb) which arrived just before Christmas.
As soon as we put the spots in we saw what you meant re the colour – and I’m sorry to say both of us thought them too ‘yellow’. I have therefore returned them to you (today via Royal Mail), and we will wait until the 6w ones are back in stock. With regard to the LED bulb, I really like it, and am using it in different parts of the house to see where is best, and how many more we will need.  Please tell me how you would like payment for this – as I write this I realise I could/should have put a cheque in with the lights!
Hopefully you have already received the one 6w bulb I had to return, although I still don’t understand its behaviour – the one I replaced it with works fine. Also hopefully you can send me an email when you get more in stock.
Finally, once again thank you for you excellent service – it is a pleasure to deal with such a friendly and efficient company.
Wishing you the best for the New Year
Regards
Guy

From: KEVIN – Tuesday, 25 February 2014 09:03
To: Chris <sales@energysavingled.com>
Subject: Re: Energy Saving LED

Hello Chris,
Thanks for your reply.
I was little busy yesterday but have just logged on and paid the amount in full with a credit card.
I look forward to receiving the bulbs and spots when they arrive in stock. Is it still expected for them to arrive this week?
I’ll keep you posted with the kitchen and of course send you photo’s when complete.
Many thanks for your excellent service to date.
Regards, Kev

From: Gary – Friday, 21 February 2014 23:39
To: Chris <sales@energysavingled.com>
Subject: Re: Poor LE Spots

Hi Chris,
Yes this certainly would be acceptable to me. Are they as bright as the 6w lamps?
May I also take this opportunity of thanking you for your honesty and for your commitment to customer satisfaction.
I look forward to receiving the new lamps.
Kind regards,
Gary

From: Brian – Monday, 10 February 2014 15:04
To: Chris <sales@energysavingled.com>
Subject: Re: [Energy Saving LED] Order Complete

Chris,
Thanks for e-mail
I have subsequently ordered 4 more 6.5w bulbs together with2 9W bulbs.
Many thanks again for your company’s good service.
Brian

On 07/02/2014 00:27, Dave  wrote:

Hi Chris,  yes your offer of replacing my 6 lamps is acceptable to me.
Can I just say what fantastic customer service you provide. I only wish all companies were so good to deal with!
Please keep up the good work!
Just let me know what I need to do next.
Thanks again
Dave

On 29/01/2014 18:00, graham wrote:

Chris,
We have taken a couple of days to consider what we will do. First of all a big thank you for your terrific response and for sending the 6.5W as trial. Rather reluctantly we have concluded that they are just going to do it. What we never realised initially was that the 5W original design bled a fair amount of light backwards (big hint for future designs if they are meant for a larger living space). This reflects off the white ceiling and creates a more blended light. It worked for us and we were pretty happy.
We will of course send the 6.5W one back if you can confirm a return address (just so I am sure). They were tried and within an hour put back in their packaging so are undamaged and as new).
I would be happy to give you some feedback on your website about your service – excellent and such a change !
Kind regards
Graham

On 28/01/2014 18:31, Brian wrote:

Sir,
Many thanks for your very prompt sending of the replacement 6.5 watt lamps that arrived on Saturday. My wife & I are very happy with the colour of the replacement bulbs – although I think that the angle of the lights is a little less than that of the 6watt bulbs.
Do you wish me to return all of the 6watt bulbs?  I’m afraid that I have only 3 of the original boxes.
Again many thanks for your excellent after sales service.
Brian

From: Lucien and Joyce – Wednesday, 22 January 2014 10:34
To: Chris Stimson <info@energysavingled.com>
Subject: RE: For Chris

Chris
Thank you. I appreciate your attitude and wish you continuing success.
Lucien

From: Derek – Friday, 17 January 2014 09:04
To: Chris <sales@energysavingled.com>
Subject: Re: Energy Saving LED

Hi Chris,
Thank you for taking the time to write to me with an explanation for the problems, I suspected that there was some kind of batch problem.
Service from your company and yourself has been great so I’d be very happy to accept your offer of 8 x 6.5W GU10 Spots.
 Keep the JOY coming 🙂
Best Regards
Derek

From: Mark – Monday, 13 January 2014 15:17
To: Chris <sales@energysavingled.com>
Subject: Order No 1952

Dear Sirs
Just a short email to confirm receipt of the 4 x 6.5w led spots that you sent to me in response to my contacting you regarding the faulty bulb that I purchased from you in July 2013.
As I am sure you already know the bulbs are excellent, equating to the service that you have given me. I do recommend you to my friends and I would also put a highly positive review on the net if I had access to a suitable platform, unfortunately I do not subscribe to any of the links on your site.
Once again thank you for the excellent customer service and when you develop or supply dimmable bayonet low wattage led candle bulbs I will be first in line to buy them.
Many thanks.
Mark

From: Sue – Thursday, 9 January 2014 11:11
To: Chris  <sales@energysavingled.com>
Subject: Re: Your Order with Energy Saving LED
Just received and paid.
Thanks SO much for your help.  As we have the whole house to replace I will definitely be in touch in the future!  Just confirm for me again that I can use these ones in the bathroom/shower.
Kind Regards
Sue

Marco – Wednesday, 8 January 2014 15:47
To: Chris <sales@energysavingled.com>
Subject: Re: ORDER #3133

That would be great.
If you’d send me some sites where you would like me to post reviews when the time comes, I’d be happy to help you out there! 
Marco

From: Simon – Monday, 6 January 2014 19:45
To: Chris <sales@energysavingled.com>
Subject: Re: [Energy Saving LED] Order Complete

Hi Chris
Thanks, that’s what I call service.
 Regards
Simon

From: Clare – Monday, 6 January 2014 13:28
To: Chris <sales@energysavingled.com>
Subject: Re: Faulty 6W LED GU10 bulb.

Chris,
That’s fantastic, thank you very much for your help and advise. 
Kind regards,
Clare.

From: Saman – Sunday, 5 January 2014 20:15
To: Chris <info@energysavingled.com>
Subject: Re:

Dear Chris,
Thank you for your prompt response.
I genuinely believe you are the most honest and trustworthy  led retailer out there. I reached this verdict after wasting so much money and time with several on line shops.
So hats off to you and your customer service.
Regarding my non-dimmable  5 watt candle lights problems. If you have any dimmable quality candle led light products in the pipe line in near future I can wait for that.  But if there is no such products in foreseeable future then probably I need to change my dimmers to simple rocker switches or put up with 40 watt conventional lights. Please share your  valuable suggestions.
Best Wishes,
Saman