Customer service is key

Customer service is sooo important. I work in a job that I have to utilize customer service and so I know how to treat the patients and their family memebers that I encounter everyday and I know how I want to be treated. 

The other day I had a bad customer service experience that turned out okay. 

I had been having issues with my breast pump that i use daily to pump milk for Colton while I am at work, so I called Medela, as my pump was barely 3 months old. The suction and power had pretty much stopped working, it would take 5 minutes to finally get it to turn on and then it would turn off in the middle of a session. I was not a happy camper to call medela about these issues. 

The first person I spoke with kept giving me problems about which pump I had and questioning me on if my issue was really occurring then he was like let me put you on hold while I look into this further and I need to you email us to show proof of payment for when you received the pump (I had gotten it free from my insurance company). Then after I was hold for about 10 minutes the phone  got disconnected and I was hung up on. I was absolutely furious. I just wanted my pump fixed somehow. 

So I called back and after going through all the prompts and such I was connected to someone in less than 4 minutes and he was pleasent and helpful. He looked into my account and saw what was going on and said well I am just going to send you out a new pump and when you get the new one, just pack up the old one and put it back in the box we sent and just send it on back. I was shocked! I didn't expect them to send me a new pump. I was beyond grateful. Unfortunately I had already missed the cutoff time for them to send it out the same day. But they said it would go out the next day and it would be next day delivery, so when i get home tonight it should be on my doorstep! 

Medela's customer service definitely rocked! I was so tempted after being hung up on to get a pump from another company, but now I can't wait to get my new Medela pump!