It’s not often that I get to tell of an experience with a company’s customer service that has a happy ending or even a happy middle. However, yesterday the rules changed and when I hung up the phone I was very satisfied with the phone call eventhough my problem was nowhere near resolved. Are y’all wondering how that can even be so? Let me explain. Back in June of this year y’all might recall that we bought my wife a 2014 Ford Mustang which has performed beautifully since the day we bought it. But, a few days ago my wife, who drives the car daily, informed me that the car stereo was not notifying when a text message comes in on her phone. Something she has become very accustomed to, probably to the point of being spoiled, she has really gotten used to the hands free voice activated controls. Needless to say, her world seemed to crash a bit when it stopped functioning. Boo hoo right?
Being the good husband I am, I took a look at it since I was the one who figured it out in the first place. Having zero success I resorted to doing some research on the internet, tried some different things, but was still very unsuccessful in my efforts. After two evenings of playing with it I finally broke down and called Sync customer service. I was preparing for the worst since calling customer service for anything usually results in me trying to reach through the phone so I can choke a motherfucker. With this phone call, in this instance of contacting customer service, I stand corrected. He was polite, courteous, apologetic, and sounded genuinely concerned about the issue. As much as I would like to tell y’all that the problem was resolved I can’t, because as hard as he tried, it’s still not working.
However, he did teach this old dog many new tricks concerning the stereo and other electronic components in the car. I knew it had features but shit not all the things he went through. A car stereo isn’t just a car stereo any longer boys and girls. Little did I know, the last new car I bought was in 2005 and I was impressed with the single disc CD player. Anyway, seems we were only using about 3% of the features to our advantage, but now that has changed. Yes, I mentioned he could not resolve our particular dilemma over the phone but he located our area Ford dealership, verified the services they provide, and set us up with an appointment this Saturday morning. He reminded us that everything is under warranty and after they perform a system update that our problems should become a memory. In the event it is a hardware issue and not a software issue, the Ford dealership will replace the stereo. I will let y’all know how it works out Saturday.
I would first like to thank Scott for providing us with top notch customer service support. I appreciate being treated like a human being instead of a customer with a problem. His attitude made a huge impact on my attitude and I actually enjoyed our entire conversation from start to finish. Whatever they are doing really works and it shows people like myself who have been tainted over the years that calling customer service doesn’t have to be a labored and fucked up experience. So, my hat is off to Scott, thanks for not making me feel I needed to choke the fucking life out of you. But seriously, thanks Scott, you couldn’t fix it but you tried and you took steps to get it fixed, which will make my wife happy, which in turn will increase my happiness.