I found a packet of microwave salted caramel pudding in James’ bedroom. Becky gave it to him, and I have absolutely no idea why his bedroom was an ideal place to keep it, so I moved it to the kitchen. It sat there, in the cupboard, tempting me to eat it, while I waited several weeks for him to return from uni.
When James eventually came home, I mentioned the pudding, and asked what his plan was. He said he’d forgotten all about it, but as I’d reminded him, perhaps I would like to share it. This seemed an excellent idea, so we read the instructions, and found it could all be made in a mug, it simply needed us to add some melted butter. I have some very nice mugs, bought ages ago, with flowers on, so we used those and followed the instructions. It wasn’t particularly difficult, and within moments I had a mug of delicious salted caramel pudding.
Now, the mug was a Portmeirion mug, so not cheap, and rather a favourite. It clearly said on the bottom that it was suitable for use in a microwave, so I felt a bit miffed. I considered returning it to a shop that sells Portmerion stuff, as I figured they would simply return it to the supplier who would replace it. However, as I bought it a couple of years ago, and had no receipt, it felt a bit dishonest. I decided to contact Portmerion directly, via their website.
I sent an email, admitting I had bought the mug a long time ago, and explaining the situation. I expected them to reply that it was past the date they guarantee crockery, and possibly, if I was lucky, send me some money-off vouchers.
However, the following day, I received an email asking me to send photos of the mug. Luckily I hadn’t thrown it away, so took some pictures on my ipad. They weren’t very good, and you could barely see the cracks, but I sent them anyway. The customer services rep said the photos were fine, and she would send a replacement.
Too often in life, we feel that people are rude, that big corporations don’t care, that things are unfair. Which is why I wanted to tell you my story, because sometimes people behave well. Sometimes companies do honour their guarantees.
When I decided to write this, I was also going to tell you the story of my tumble-dryer, which has been nothing but an expensive nuisance. But I think I won’t, I will leave this as a positive article. Have you ever received excellent customer service?
I hope you have a satisfying week.