7 minutes. 8 emails. 2 weekend replies.
All by Humans.
For those reading, here’s the actual timeline of this Order:
8/7 at 7:16 AM: Issue reported.
8/7 at 7:23 AM: Our reply — 7 minutes later.
8/7-Between 7:16 and 7:41 AM: 8 emails exchanged to arrange the replacement.
8/8 at 12:11 PM: (Saturday)-Another Customer message
8/8 at 5:32 pm (Saturday) — we replied with tracking #.
8/10 at 5:54 AM (Sunday): Another Customer message
8/10 at 8:04 am (Sunday) — we replied.
Things happen (we wish we could bubble-wrap the truck too), but what matters is how you respond. In this case, the issue was resolved as quickly as possible while communicating thoroughly and paying attention to the Customer — even on the weekend. We’ll let the public decide.