When I was a kid, my grandparents had a Sparkletts water cooler. It always felt like a treat to be able to pour myself a glass of crisp fresh water with the press of a button. Today, bottled water delivery is one of the few luxuries I allow myself to spend money on. Of course I got a fabulous deal when I signed up with Water.com and whenever my promotional rate is about to expire, I call them and renegotiate the service fee.
Recently, I started having trouble with my cooler. It was making a humming noise and rattling every now and then. I called customer service and a new cooler was delivered a couple days later. Unfortunately, a week after having the new cooler, the cold water spout began dispensing heated water. Another phone call to customer service and cooler #3 (pictured above left) was delivered.
Had I been home when cooler #3 arrived, I would not have accepted it. It was obviously refurbished and had a weird piece of metal (probably a base for a cup holder) screwed onto the side of it. Not wanting to deal with calling customer service again, I set the cooler up and did my best to avoid looking at its flaws. Turns out cooler #3 didn’t like being ignored and decided the best way to get my attention was by spilling the contents of a half-full 5 gallon bottle of water all over my kitchen floor.
Frustrated by repeatedly having to deal with an issue that should have been easily resolved, I called Sparkletts’ customer service and selected the phone option for, “If you are considering canceling your service”. I calmly and politely told the woman on the line that I did not want another refurbished water cooler and that if they did not value my being a loyal customer enough to give me a brand new cooler, I would be canceling.
The very next day, I came home from the gym to a tall cardboard box on my porch along with a couple free bottles of water. Cooler #4 is a lot nicer than others. The slim design takes up a lot less space and it is a lot sleeker looking.
When dealing with customer service reps, remember the saying, “You can catch more flies with honey than vinegar”. Be polite, stay calm, explain your problem and ask for a reasonable resolution. If you don’t get the response you want, end the call and try speaking to someone else. Oftentimes, the outcome just depends on who you speak to.