Kudos to Golfsmith C.S.

[obiwan21]

I recently had a billing problem with Golfsmith. I won't bore you with the details but I called over the weekend and spoke with a CS rep who assured me that if the problem I was having didn't rectify itself by Monday I could call and it would be taken care of without any problem.

I called today and explained my issue with a CS rep today and they told me that there was nothing that could be done about my billing issue and I would essentially have to either wait for the problem to correct itself or contact my bank and work it out on that end. I voiced my displeasure, firmly but cordially, and said that I did not believe this matter was being handled properly but that in the future I would take this billing issue into consideration and perhaps purchase my golf equipment elsewhere.

Within the hour I was contacted by phone by a CS manager who said the matter had been brought to his attention. He informed me that the CS rep I had just talked to was mistaken and that it was their fault for not informing/training the rep properly. He then told me that the issue I had called about had been taken care of and asked if there was anything else he could help with. I checked my bank statement online while I was talking to him and sure enough, the matter was handled.

Even though there was a rough spot in the middle, I was pleasantly surprised by the quickness that I was contacted and the matter rectified. Honestly, that return phone call probably saved any high dollar future business that I might have taken elsewhere. Maybe it wasn't perfect, but I was left with the impression that my dis-satisfaction mattered and I, and my business, was valued. Can't say that for too many CS departments nowadays.