Friday, February 22, 2008

Can you SPOT me now?

Can't say enough how impressed I've been lately with SPOT's customer service. I'd been having a few online problems with my personal account at I rang customer service and was immediately connected to Gayle.

I have fallen in love with this woman - never have I experienced such helpful, courteous, customer service - doesn't take much these days, does it?

Gayle explained how I could update my default page without getting the constant error message I was frustratingly experiencing. And then I happened to mention that every other time I was pushing my OK button, red lights would flash. Seems I had a malfunction. (Apparently I'm one of only four SPOTters to have experienced this particular problem.)

I explained to Gayle that I had a 300+ mile kayak race in a week and was leaving for Florida next Wednesday. This was yesterday. When I got home from work today, waiting for me was a demo SPOT unit, on loan for the race, overnighted from California. (I have to return my own unit to the manufacturer, not SPOT Inc.)

And in the box was a chocolate. (Have I mentioned that I've fallen in love with this woman?)

Another wee touch, to cap it all off, when I called Gayle (I now have her direct line, on my mobile) to let her know that I'd received the unit (and to profess my undying love for her) and ask her how to transfer the new unit's serial number to my personal SPOT account, she'd already done that for me.

Gotta tell you, I'm enjoying my SPOT.


DaveO said...

You and Adam are convincing me.....if you want the antithesis of good customer service I'd suggest booking a flight on Northwest Airlines. In the interim, I'll be anxiously awaiting your reports from the Everglades.

Michael said...

There are a few good 'guys' left it seems. Apple is voluntarily sending me a new laptop battery when I asked about replacing the present one which isn't holding its charge as well as it used to (the laptop's over 3 years old). So good for SPOT! I suppose that means you can tell the All Blacks they needn't bother visiting Gayle's office... LOL

Capt'n "O" Dark 30 & Super Boo said...

if i'd only known all it took was chocolate. damn...swashbuckled again! :o)

Silbs said...

I've also received good service with Kokotat. Used to be that good customer service was the hallmark of business in this country. That was when mom and pop owned it and took care of it. How wonderful to run into a company that still has those values. I wonder if it is a smaller company and if that lady (whom you love) is family.

Adam Bolonsky said...

Hi Kristen,
I've had the same good luck with SPOT's customer service.

I'm interested in hearing what you think of the unit. During my month's testing for an upcoming review, I found a few quirks: you really have to turn SPOT on and leave it on for 10-15 minutes before trying anything. The GPS needs time to get organized.

Also, I found that once I push OK or HELP, it's key to monitor the OK or HELP LED to be sure it gives its five second flash to indicate transmission.

But more important, continue to monitor the ON and OK or HELP LED's for a minute or two. If they begin to flash out of phase, the transmission or GPS coordinates have gone ka-flooey, and you need to try again.