Brokentoy

In a medium where bad customer experience are often highlighted I thought I would point out a surprisingly good one from my latest online purchase.

Yesterday I went to Zend to pick up a license for Zend Studio Professional. After going through the online shopping cart and getting my confirmation email the “usual four hour window” of order processing passed and I had not received my serial number or license key.

I emailed their customer support guys and got a response within a couple hours, along with a voice mail follow up on my mobile the next morning. Not only did Zend they solve the problem, they also provided a seven day extension to the evaluation I had been using, and a real person called to follow up and left me a direct line where I could contact them.

I’m just floored by the level of customer service provided, and in a market of ever-increasing do-not-reply emails and call centers I challenge other online vendors to strive for the same level of professional courtesy to their customers.

Technorati Tags: Zend, customer service, business practices