Western Union Makes Good

Thursday, January 21, 2010
So the day after I blew a gasket at the folks at Western Union, I received an e:mail from one of their "Consumer Advocate Specialists." I don't have permission to use her full name, so we'll call her "Linda."

Linda sent me an e:mail asking for the details of my transaction, as she had read my blog entry and wanted to investigate my exceedingly poor experience. I provided those details, and today we spoke on the phone. She was able to track down each of my customer contacts, and has assured me that corrective action will be taken.

Additionally, she has agreed to refund the entire transaction fee, which should arrive here at the Big Yellow House on Saturday via FedEx.*

This is the wonder of the Internet, folks. I had a profoundly poor customer experience, complained about it, and the company in question found out (I assume through some sort of vanity search) and made good.

Thanks, Western Union. I appreciate you proactively working this issue and doing what needed to be done to retain me as a customer.

Rest assured - it matters.


*Note to the UCF: I will simply deposit the refund into the UCF Benevolent Fund for the next time, unless someone has a better idea.

8 comments:

WendyB_09 said...

Apparently many companies are doing this sort of thing now. It used to be if you were happy with service/product you'd tell 5 people, if unhappy you'd tell 10-15. With the wonder of the internet you tell thousands at one whack!

My boss has instructed me to get a twitter account and tweet about a particular software vendor if we have any problem getting a refund on their defective downloaded software!

I'll keep you posted on the progress, it will be interesting.

Nathan said...

I've whined about companies (StubHub, Dominoes) and raved about companies (Steger Mukluks). All of those posts get regular hits.

I've never heard from any of the companies involved.

Blah!

Carol Elaine said...

CuteFilmNerd and I had a bad experience at a local restaurant recently, so I commented about it on a vegan food site that I frequent and which is very well known in the vegan community.

Both the owner that I referenced in my comment and another owner read the comment and emailed me their profuse apologies, offering us a meal on them.

If it weren't for the internet, we would've been grousing about that restaurant and giving it the evil eye every time we passed it (which would be often). Now? I'm immensely pleased that they really do care about their customers. I'm actually kinda eager to get back there. Pizza sounds really good about now...

MWT said...

I've never heard anything from Saturn, though when I posted my complaints there were hits from official-looking places.

Janiece said...

Nathan, I don't know what to tell you. Do business with companies that care more about what their customers are saying about them?

I was surprised Western Union responded, actually. It's not like this Dooce.

Eric said...

What are you talking about, Nathan? Domino's completely reinvented their whole pizza and it was all just for you.

:P

Nathan said...

Eric,

They've redesigned the pizzas. We have no idea whether or not they've figured out how to deliver them.

:D

Anne C. said...

That is very nice that they noticed. It definitely makes a difference to me that a company cares enough about their customer service to check into stuff like that.