Where's the Fizz?

This is another post akin to my "we don't sell shirts" post. After working at Starbucks for almost 10 years in the "glory days" ('86-'95), then helping companies with customer service and communications for the last 15+ years, woe to those who dare to commit a customer service faux pas with me!

Now, I'm a stickler, but I'm fair. I know it's hard to give stellar service day in and day out. I know things happen and not every employee is over-the-top thrilled to give every customer the treatment they deserve for choosing to spend their money with them. HOWEVER, really poor service just burns my britches and I feel compelled not only to share with the company, but with everyone else as well (hence the "woe to you" comment).

This story starts with bubbles. I love bubbles. Especially in my water. Fizzy water. The more fizz the better. In finer restaurants (and in European countries, I'm told) they'll even ask you, "sparkling, or still?" when you ask for water. Ahhhh, I LOVE sparkling water! Love it! So, when I was flying last year and in the lovely Sky Mall magazine (another blog post for another time), I saw the product of my dreams--an appliance that allows you to MAKE YOUR OWN carbonated water at home, I was thrilled! No more plastic bottles (for the Seattle-ite in me)! Fizzy water at my fingertips (for the narcissist in me)! Yeah!

SodaStream and I have had a fantastic relationship for over a year. When I am out of two of my three "carbonators" I simply go online, order two more, and place my empty bottles on the porch. The next day a courier comes and replaces them with two new ones and I am good to go!! Love it!

Until this week. I placed my order, which was confusing on their website--it looked as if UPS would be delivering my bottles? But then I placed my order, and, as usual, it said to have them on the front porch the NEXT BUSINESS DAY. Which, I, of course, did. When my new bottles did not arrive within a couple of days (allowing some time for mixups, of course), I called customer service. They informed me that, due to inventory issues, my bottles would arrive within 5-7 business days. I could deal with that. I had some carbonation left in my third, backup, bottle.

We went away for four days and when we came back, my empty bottles were still on my porch. What??? STILL no fizzy water??? And now, I am completely out of carbonation as I have used up my third bottle! Jinkies, Scooby! No Fizz?? So...today, 8 days after my original order, I called customer service.

I was met by a less-than-joyful customer service rep who explained to me ever so patiently that "orders placed between October 4th and the 14th were delayed due to inventory." When I pointed out that it would have been nice to be informed of that by the company, she informed ME that the woman who was supposed to send the e-mail was "out" that day. If I had ordered Tuesday (silly me), I would've received an e-mail. Wow. Really?

She informed me that my order could be now expected between 7-10 business days--so perhaps as early as Friday. Gee. Thanks.  MEANWHILE I AM COMPLETELY OUT OF BUBBLES!

Soooo, a company I was completely excited about, promoted and was willing to keep promoting, just blew it. Not only do I NOT want to extol the virtues of their product--it works well and is good for the environment--I'm not even sure I want to keep ordering myself. To me, SodaStream is a great example of how bad service can ruin a great idea.

So when disgruntled customers do call you, what do they want? Excuses? Reasons? I think not. There are two responses--regardless of the "reasons"--and they are apologies and answers. And if you really want to wow them, remuneration. Then, perhaps, I can enjoy some FIZZ once again.

p.s. I know my stories are too long, but in talking to my son about this I have a few more words. All it would have taken to make a customer for life was a few words. "Mrs. Keller, we are sorry. We screwed up. Let us throw in a free carbonator. We appreciate your business and we appreciate your patience with this." That was it. Now? Next company that comes along with their product? I am interested in hearing what you have to offer.