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In Praise of EMS
Aug. 31st, 2004 07:44 am(for those playing our home game, that's Eastern Mountain Sports, not Emergency Medical Services)
Back in early July, I bought a pair of sandals at EMS. I was desperate for new sandals (the old ones were hurting my feet), and EMS was having a sale, so I went there (EMS is not my usual venue for shoe purchases. Backpacks, yes. Shoes, not usually). I had a smooth transaction there, and I took my new sandals home.
Cut to yesterday, about 2 months after the purchase of said sandals. I've been wearing them almost every day for the past 2 months. And yesterday, as I walked toward my cube, one of the little (plastic) rings that holds on the back strap of the sandal snapped. Grrr, thought I. Here I was, at work, in broken shoes. I called EMS, knowing that they have a decent return policy, on the off chance that here at the end of August they might be able to still help me with sandals. And while the store at which I had originally bought the sandals was out of my size (I wear a women's 10 in this case), another EMS -- also relatively close to home -- did have my size in stock. They put a pair on hold for me and said I should just come in and exchange the broken ones for the new pair.
So after work, I went down to EMS. I gave them my old pair, they gave me the new pair (they took the tags and all off, so that I could wear them home), and that was it. Easy-peasy.
I was thrilled at their customer service, but it distresses me on some level that I have come to expect bad customer service so much that I am inordinately pleased when I have a smooth customer-service experience.
Back in early July, I bought a pair of sandals at EMS. I was desperate for new sandals (the old ones were hurting my feet), and EMS was having a sale, so I went there (EMS is not my usual venue for shoe purchases. Backpacks, yes. Shoes, not usually). I had a smooth transaction there, and I took my new sandals home.
Cut to yesterday, about 2 months after the purchase of said sandals. I've been wearing them almost every day for the past 2 months. And yesterday, as I walked toward my cube, one of the little (plastic) rings that holds on the back strap of the sandal snapped. Grrr, thought I. Here I was, at work, in broken shoes. I called EMS, knowing that they have a decent return policy, on the off chance that here at the end of August they might be able to still help me with sandals. And while the store at which I had originally bought the sandals was out of my size (I wear a women's 10 in this case), another EMS -- also relatively close to home -- did have my size in stock. They put a pair on hold for me and said I should just come in and exchange the broken ones for the new pair.
So after work, I went down to EMS. I gave them my old pair, they gave me the new pair (they took the tags and all off, so that I could wear them home), and that was it. Easy-peasy.
I was thrilled at their customer service, but it distresses me on some level that I have come to expect bad customer service so much that I am inordinately pleased when I have a smooth customer-service experience.
