For those of you who were following my experience with The Geek Squad last week, let me share with you how the men and women with pocket-protectors followed through after my e-mail from Geek Squad founder Robert Stephens and bring a conclusion to this tale.
- Mid-day Friday I had a voice mail from Geek Squad member, Anthony, following up with me on the status of the laptop. I returned the call and left a voice-mail message, but he never got back to me.
- When I got back to my office late Friday I had an e-mail from Geek City director, Wes Snyder, who explained all of the repairs that they had made to the laptop. They even went the extra-mile to replace the top of the case and replace the "j" key, which wasn’t working.
- UPS delivered my lap-top on Saturday. Everything is working great.
This whole experience is a great illustration of the power of listening. The Geek Squad had their ears tuned to the blogosphere and they responded quickly to a customer’s problem. Not only have they saved me as a customer, but they’ve generated a fair amount of positive WOM.