Great Customer Service Shouldn't Be This Hard to Find
My experience with XDP has been frustrating, to say the least. Between receiving an incorrectly matched part, getting little meaningful assistance resolving that issue, and then dealing with repeated delays and uncertainty surrounding a backordered S&B intake, I was quickly losing confidence in the company. The situation with the intake was particularly frustrating. After multiple conversations and trying to get answers from both XDP and S&B directly, I eventually learned that manufacturing issues were going to push the availability date back considerably. Then I finally reached Ms. J. Baitz who is one of their Customer Service Representative, and the experience completely changed. Rather than giving me another explanation, passing the responsibility to the manufacturer, or leaving me to figure things out myself, she immediately took ownership of the situation. She worked through the cancellation with the manufacturer, helped get my existing order changed, and arranged to substitute the cleanable-filter version of the intake at no additional cost. She was knowledgeable, proactive, professional, and genuinely interested in finding a solution. Most importantly, she understood that the customer shouldn't have to manage problems between a retailer and its suppliers. That is exactly what good customer service looks like. Unfortunately, it took far too many calls and far too much frustration before I finally reached someone willing and able to help. I want to recognize Ms. J. Baitz because she absolutely deserves the credit. She turned an experience that had me ready to write off XDP entirely into one where I might consider giving them another opportunity. My takeaway for XDP: You have an excellent employee. Recognize her, and make sure the rest of your customer service team is empowered to provide the same level of support. Customers shouldn't have to get lucky to receive good service.
By Thomas W.