LuAnn Ezeonu’s son is a United States Marine deployed in Afghanistan. A year ago, before he left the country, he bought a laptop computer and an iPod from the Apple Store at the Flatiron Crossing Mall in Broomfield, Colo.
By the time he returned to the States, his electronics were in bad shape. Which is where today’s story of unbelievable customer service picks up: with Ezeonu’s son bringing the dented equipment back to Apple after his deployment.
“He returned from his first deployment with a computer and iPod that were dusty, sandy, beat up and the disk drive in the computer wasn’t working,” she remembers. “We took it to this same Apple store.” Read more ““I was so touched I almost cried””
Here’s an inspiring story about a ticket agent going far above and beyond the call of duty to help American soldiers in need. It came to me by way of Sgt. Ron Hutchins, who was traveling to Germany with nine other servicemembers from the 912th Adjutant General Postal Company in Tallahassee, Fla.
Hutchins had checked with Delta Air Lines 48 hours before departure to make sure the reservations for his soldiers had been made. They had. But when they arrived at the ticket counter last month, they discovered that the tickets hadn’t been paid.
I called the national 800 number that the government provides for travel help and was told that they had not received a copy of my units orders yet. Since we were all on individual orders, a copy from each person needed to be faxed before the tickets would be paid for.
No problem, said the Delta ticket agent.
She made copies of all of our orders and personally faxed them to the number we provided. She not only faxed them, but also called to ensure that the faxes were received.
Slowly, each ticket was paid by the national travel center and boarding passes were issued.
I was the last to receive a ticket, with only three minutes to make it through security. The TSA security reps had been informed by Delta of the situation with our tickets, so they sped me quickly through the process. I made it to the gate with about 30 seconds left before they closed boarding.
Hutchins says in a day and age when customer service seems a thing of the past, “it was wonderful to have people take care of us in such an outstanding way.”
I think this says something about Delta, too. Even with all of the customer service missteps this airline has made in recent months, I think it’s still possible to reverse course. I think its employees want to do better.
I hope they’ll try.
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