Credit where it's due

I'm quick to criticise bad customer service when it happens, but I'm also keen to praise good customer service when it's due.

I've been lucky enough to experience two instances of excellent customer service this weekend.

Firstly, if you're a regular reader, you may have noticed that the site has been down on occasions over the weekend. This site, and most of my others, are hosted with Media Temple. They did a terrific job of reporting the problem, with regular updates so I always knew what was going on. Unlike my experience with some other hosts, there was no whining or excuses, just reporting of the problem and what they were doing about it. Once resolved, they also sent me an email with an apology and 2 months free hosting for my trouble.

A quick note to other hosts - this is how it should be done.

My second experience has nothing to do with IT, but still warrants a mention.

We have a Vax steam cleaner - yes, I know, it's not the most exciting product, but that's not the point. This week, it stopped working, 1 week after the warranty expired. Well, that's just my bad luck, I thought, so I was prepared to pay for a repair.

I phoned Vax merely to ask where I could take it to be repaired. Upon explaining the situation, I was frankly gobsmacked to be told that they were going to extend the warranty and either repair or replace it, free of charge! Now, that's not just good customer service. That's going out of your way to be helpful and going beyond what even the customer expects.

It's so nice to see that there are still companies out there that give a damn, so a big thanks and well done to both Media Temple and Vax.