Goodness knows I’ve done a lot of complaining about customer service in this town. It can be amazingly bad. But when it’s good, it is amazingly good. Or so I thought.
Here’s the rather long story: The screen on my brand-new camera was cracked while we were in Australia. I called my insurance company to see if it would be covered. It was indeed. After going through the usual description of how it happened, the insurance agent asked if I had a receipt for it. I did and told her the amount. She then asked for the camera make and model number. I gave that too. Then she asked me what color it was. Surprised, I told her, not sure why she needed that. She asked for a few minutes to input the details, then confirmed my address.
“Your new camera will arrive in two to three days,” she told me.
“What, you mean you are sending me a new camera. I don’t need to go out and buy it myself,” I asked not quite believing what I was hearing.
“Yes, it will be sent to you. You will also be billed for your deductible amount at that time.”
“And you don’t need me to send you the receipt, either?”
“No. Everything has been taken care of.”
I was shocked and in a good way. There’s no way I would have ever received that kind of service in the US and that it would have all been taken care of without me even having to send in the receipt. So when the notice came that I needed to go and pick up the camera at a local store (packages aren’t delivered to your home unless it’s Fedex), I was happy. But I got home and opened the box and it was the wrong camera model – one that was worth half what my camera was. So I called the insurance company back and as it was Saturday, they told me I would need to call back on Monday when the claims department was open.
So I did. I asked if I could return the camera directly to the store and get the new one in return as the place was just minutes from my house. They said they’d be in touch. On Tuesday, I received an e-mail from the Danish claims department saying that I could take the camera back to the store. So I did. Except the store had no record that I was to get the new camera. So they called the insurance company and they told me I could leave the camera, but that I would also need to call the company. I got home and there was a new e-mail from Denmark apologizing. So I called for the fourth time. (This is no quick call, but rather a prolonged pushing one number after the next to get to the department I needed and then waiting in a queue for my turn at last.) And the insurance company apologized and said that a new camera would be sent to me in 2-3 days. Again. So now I am waiting.
{ 6 comments }
Ugh. Mostly I’m impressed they sent you anything in the first place, though.
Antropologa, Me too. I thought that aspect was very cool and if it had worked, I would have been super impressed. I could not believe they would do that and I did not need to send in a receipt. That said, everyone I’ve spoken too has been helpful and when I didn’t know a Swedish word in our conversations, such as deductible, they were patient!
Yay for good customer service. But I have to say that I have been super impressed by my Swedish insurance and how quickly they are to step up to the bat. Hope you get your correct replacement camera soon!
Surviving life in Sweden – thanks! And I hope so too.
Recognize anyone here? 😉 – http://blogs.sweden.se/photo/2011/04/11/fika-at-muggen/
Thanks Lola. Beautiful photos, as always. Not sure about that woman with her eyes closed!
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