This is a guest-post from my wife, who recently had a great customer service experience.
I brown-bag my lunch on workdays, often making enough dinner to have leftovers for the next day’s lunch. As such, I wanted to invest in some quality microwavable dishes. About three years ago, I splurged on a set of six “Rock n Serve” Tupperware containers of various sizes. They’re perfect for microwaving lunches, with a pop-up vent in the top and a tight-fitting lid. And they can go from freezer to microwave, if needed. I typically use and wash the two medium sizes a couple times a week.
The tubs are supposed to be top-rack dishwasher safe, but although I’ve followed the directions, cracks have developed in the bottoms. Cracks that go all the way through. This means I can take risotto for lunch, but a stew would become a leaky mess. I had resigned myself to either replacing them or finding an alternative when it occurred to me that Tupperware has a lifetime warranty. The problem was, I had no proof-of-purchase info. I think I bought them from a Tupperware vendor via an internet site when we lived in our old house. But I figured that I didn’t have anything to lose.
So I called Tupperware’s 1-800 number and explained my problem to Luis. “No problem,” he said. He simply needed the item numbers off the items and replacements would be shipped to me within nine business days. Wow! When it turned out that one of the cracked tubs was no longer available in that size, he and I sat in front of our separate computer catalogs and found a workable substitute. Total cost for the replacement of six containers: $4 for shipping. I am impressed.
In the long run, I should probably switch to using glass containers. I’ve seen conflicting safety information about microwaving in Type 7 plastic, polycarbonate, which is what these are. [J.D.'s note: Kris is a chemistry geek.] Those “disposable” plastic containers are Type-5, polypropylene, which has mixed reviews as well. Am I leaching plastics into my food as I microwave it? I can’t tell the facts from the hysteria on this topic. The problem is, I haven’t found glass containers that are truly leak-proof, meaning my soup makes for a messy commute. Also, the lids for glass containers are often not microwave or dishwasher safe. If anyone has found the perfect solution, please share it!
In the meantime, I will remain a loyal Tupperware customer. I’ve also had great success with returns and replacements from Pottery Barn, Lands End, Totally Tomatoes, Territorial Seeds, AVON, and Williams-Sonoma. These companies are keeping good customer service alive.
J.D.’s note: I had an excellent customer service experience of my own recently. Two of my Apple products were giving me headaches. The scroll button on my wireless Mighty Mouse wouldn’t scroll up (only down), and the right “button” didn’t work. Also, the battery on my MacBook Pro would not hold a charge — it would drain completely in about 90 minutes.
I went to an Apple Store to get help. The fellow at the Genius Bar explained that my mouse wasn’t broken — just dirty. But he couldn’t get it to work either, even after five minutes of scrubbing. He gave me a new mouse. Meanwhile, he admitted that my battery was draining too quickly, though he couldn’t figure out why. He gave me a new battery. Ten minutes and a completely satisfactory resolution.
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