The letters “N” “A” “S” and “E” keep rubbing off the keyboard of my 14.1” Apple iBook G4. It takes about 3 months, but just like clockwork the letters disappear before my very eyes. Fortunately, I purchased an Apple Care extended warranty so I have another couple of keyboards left before I’m out of luck. But that’s a different story.
Today’s story is about the great people at DHL customer service. Next to choosing my own airline seat, tracking express shipments online is perhaps the greatest tool of empowerment on the web. It’s almost like watching Santa Claus fly down from the North Pole with his bag of goodies.
So imagine my shock when DHL’s tracking page indicated that my new keyboard had been delivered at 10:07 AM on April 17th, signed for by the receptionist D. Mainland. I’m still a struggling writer. I work from home and don’t have a receptionist unless my lovely wife answers the phone.
I call DHL customer service. They inform me that the package has been delivered. True, but it wasn’t delivered to me. The customer service rep said she’d check into it and call back with-in two hours. Yeah right. Well she didn’t call - Amazing Theresa did – less than 2 hours later. They had made an inquiry locally and she would call me back before the end of the day.
Shortly afterward, a friendly yellow DHL truck pulled into the drive. That was fast. But the driver asked me if I had a package for pick-up from D Mainland. It took a few minutes to explain that there was no D Mainland at my location. He left completely bewildered.
Moments later Theresa called back and said that D. Mainland wasn’t available at the address at the package’s delivery address. After I explained that the driver had come to my house, Theresa said this was gong to take further investigation. Should she have someone call me later in the evening or would a call by 10 AM the next day be OK? I told her the morning would be fine.
At 8:30 the delivery guy shows up - no package but after a few minutes of investigation he seemed to have a grasp of what needed to be done. He knows where D Mainland works. Theresa called back at 9:10 AM. She gave me her personal line and if she didn’t call back soon enough with an answer, I should give her a call.
Shortly after 1 PM the delivery guy shows up again, this time with a box from Apple Computer. He took full responsibility for the mistake. So with new keyboard in hand, I called Theresa to tell her the problem was solved.
How often is your customer service department this vigilant? It didn’t matter what was in the box the DHL folks were on a mission. 4 calls and 3 DHL visits in less than 24 hours and I’m happily typing away with a full set of letters.
PS – If your Apple iBook is suffering from letterus disappearus, a silicone iSkin (sounds sort of kinky doesn’t it?) keyboard cover is said to eliminate the problem. I’ll let you know as soon as mine shows up.