How to turn an unhappy customer into your ardent fan ~ Life is Beautiful

Update- It has become like a movie with various sequels and hence I am reflecting on the chronology of events

What is this? Truth is stranger than Fiction. Never in my wildest dream, I had ever imagined something so positive can come out of a bad encounter. I always believed that First Impression is the last Impression. I was so wrong! I had already decided not to buy anything from that e-commerce company but I am writing about them because I don't know how to digest this awesome story.

In short the key elements in the chronological order are:

- I purchased a product and was not very satisfied with it.
- Got an accidental email from the e-commerce company regarding product feedback.
- Have provided my feedback on that email which was not very positive.
- The company couriered an Apology Letter and two amazing gift items to cheer me up.
- I felt guilty for accepting the gifts and thought to return the favor so have published a blog post about what they did.
- I have also sent an appreciation email to them
- They have shared my appreciation email and blog post on Facebook.

Original Post-

Sipper

I have never experienced anything like this before and was in a pleasant shock over the goodwill gesture of M/s Gaames Unlimited. I am really touch by their gesture and decided to give genuine thanks in the best possible way. And that’s why I am writing this post to appreciate their genuine effort to cheer up an otherwise not so happy customer.

Gaames Unlimited, was official partner of BCCI for the sale of merchandise during the Cricket World Cup 15 through the website www.icccricketstore.com . They are a reputed sports management company which manages star players like R Ashwin and A Rahane.

This incident is related to the purchase of a showpiece from the ICC Cricket Store which was looking very beautiful. I searched for the product description like size but it was not mentioned anywhere. As, I had liked the product very much, I opted to go ahead with the purchase keeping in mind the reputation of the seller.

Apology Letter from Gaames Unlimited

After some days, the product was delivered at my native. I asked my parents about the product and they informed that it looked good but is a bit small and the product was not up to our satisfaction. We considered the money spent on that product as wasted and forgot about it.

Then, one fine day after two months, I got a mail from Gaames Unlimited that the product has been dispatched. I was shocked as when I tried to contact them earlier there was no communication from their end, which they later informed was due to the overwhelming sales during the cricket mega event.

I replied to that email to provide my feedback regarding the product, their service and our expectation from the product and the company. I was glad that this time the company responded and seemed to be interested to know about my concerns.

Then, I have conveyed the following things to them:

Ø Had the product size been mentioned on your website then I must not had purchased it.

Ø And, if the customer care was more responsive earlier then I could have sought for an exchange.

Ø I have asked how they can help me.

The company informed me that they have escalated my issue and shall revert to me. I didn't expected anything but after few days I have got the apology letter from the company along with two gift items viz. a wrist watch shaped external storage drive and a beautiful sipper.

Wrist band cum Pendrive

I had decided not to buy anything from them again but they made me reconsider my decision. I have written an appreciation mail to convey my heartfelt thanks and have assured them that I will surely return the favor by becoming their loyal customer and an ardent fan.

I am delighted, not because I got gifts from their end. It was the way they have tried to cheer me up without creating a fuss, which moved me. Their apology letter really touched my heart and taught me a lesson in management.