An annual renewal fee from Evernote unexpectedly showed up on my credit card; I’d cancelled my premium account over a year ago, and the company’s official policy asserted that they would not reverse any premium subscriptions. In contrast to the asserted policy, the CSR I worked with immediately reversed the fee and apologized for the error. While I’m not a huge fan of Evernote’s current business practices I definitely appreciate that its CSRs are empowered to work counter to stated policies!
I’ve had a pair of surprisingly great customer service experiences this week. The first was with Structube, who are sending me a small Allen key to tighten some screws (I lost the one that accompanied the product I bought from them), at no charge. The second was with the support team at TunnelBear who were both humorous and helpful in directing me to a buried purchase option on their website. It seems rare that I experience really good service, and so just wanted to highlight the great work of a pair of companies!