Thursday, September 1, 2011

Snapfish--A Customer Service Win


W in the tub with Cowboy by his side. Momma decides to grab the mail.
Put in key. Opens box. Oh a package! From Snapfish! Hello summer photo book!

Excited SAHM opens box and........

is quickly greeting by a blank cover. No photo. No text. I'm thinking, dang it...forgot to put a pic on the front. I could have sworn...Well, I can just glue one on there. No problem.

Problem: the entire book is blank!
(Curse word...curse word...curse word...)

Momma interrupts bath to show the awesome new blank book, and Cowboy suggests to contact them.

The thing is, it was totally my fault. I tested out a coupon code and had added a blank book to my cart and then deleted the wrong one at checkout. Luckily, I still have the summer book project. I would have been so upset if that were gone. I spent 3 days on that puppy!

I thought I'd give it a shot anyway. Maybe they would exchange my books. Maybe they'd at least give me a discount.

And guess what--they have a live chat! Perfect. I got on with a helpful service rep and explained the situation (most of it), but totally noting that it was my fault.  (I do believe there should be some "check" system for not even mailing out a totally blank photo book, but that's another story.)

After looking up my order, the reply was simple, "We will credit your account for the blank book. Please reorder your summer photo book."

Just like that, Snapfish made one girl's night, week, summer! Ok, that might be a stretch, but how awesome is that! I was sure to let them know I'd use their services in the future and pass on a good rec. to friends and family. So there you have it. Now all you 84 followers (what? 84, holy cow! 16 away from 100!), think about, no go ahead and use, Snapfish for your photo printing needs.


Natalie said...

YAY! I'm glad they fixed it for you...but yes seriously who mails out a blank book?

Am I Really Grown Up? said...

I love Snapfish! They are awesome!

Anonymous said...

seriously why would they mail you a blank book? that thing would've had to go through production and binding and all that before shipping. was there anybody that stopped their track and thought... wait... smh!

for that i almost want to say no lol i like shutterfly and they've been good to me. BUT glad they were accommodating to your needs!!! :)

Laura @ My Thoughts-Uninterrupted said...

I love when companies are easy to work with. We all make mistakes and it's great to know they are sympathetic to this. Glad you got it worked out!

Nicole said...

Excited to see the actual book, pictures and all!

Cole said...

I love Snapfish. They are so easy to work with!