by Anna Kunnecke
A while ago I wrote snarky things about the great ravine that divides good and atrocious Japanese customer service, and today I saw something so wonderful that I am just bursting to share it.
I once was given a beautiful brushed-steel hot water kettle, but after two years it suddenly stopped doing its magic. The water stayed cold. One hesitant call to the company headquarters yielded a wondrous wonder: they practically begged us to send it in.
Of course they would repair it! But of course for free! No receipt? No problem!
And it came back in the mail less than a week later, fixed, accompanied by the following letter, which I reproduce verbatim:
Dear Anna-san,
The repair of the Kettle which we received from you was completed.
We repaired your trouble product.
The cause of the trouble was point of contact defectiveness of the feeder panel and the main body.
Therefore we changed it to new connect.
And I did some tests about the work, but was able to confirm that I was usable as usual. Therefore, we return this to you.
I sincerely look forward to the increased favors and attention you may extend to us.
We will make every effort to prevent a recurrence.
Please let me know if you have any questions.
Best regards,
Kayoko XXXXXX
Quality Assurance & Customer Service
That is the best customer service letter I have ever received. It makes me want to give them all my money.
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