I thought we should have a thread to acknowledge good service provided by various Reps, even the few from Vanguard.
Also, feel free to indicate whether you told the Rep that you appreciated their service and whether you wrote a message to their organization / Rep’s boss about the difference the Rep made. It takes time to follow-up with a thank you note but I think it is important to acknowledge, even if they are getting paid and they are only doing their job. I think we can not take for granted people who do their job.
I am a hard grader and call out BS to the Reps face but when I encounter a genuinely good service provider, I write to their boss or provide a written message so the employee can forward it to their boss.
Comments
It does not have to be “beyond call of duty.” It can simply be doing duty sincerely and competently, which I do not take for granted..
1) After several decades with different discount brokers Schwab is #1 for me, and Fidelity is second and why I have accounts with both for many years.
2) Amazon has the best service, responds within seconds, and solves everything.
3) REI: the best camping/sport store with excellent knowledgeable employees and good prices.
Many years ago. Late getting into Manila from Cebu. Long story. And Manila is the worst airport in the world, by the way. My ticket was with China (Taiwan) Air, with a stop in Taipei. But the next one out, from Manila, was not for many, many hours (to Los Angeles.) My ticket was a patchwork job. Somehow, I ended up in First Class on EVA Air from Manila to Taipei, in the midst of this adventure.
In the meantime, back in Manila, I gave EVA my ticket, since they volunteered to see if a transfer to their airline could be done, all the way to Los Angeles. If they could get China Air to say "yes," I would not have to wait forever to get out of Manila on China Air. I do recall that somehow, they managed to get me to Taipei quite a bit sooner. But China Air did not want to give up the revenue, from Taipei to L.A.
...So, there I am, still on the ground in Manila. And I remember that each individual passenger must pay a small extortion fee to a guy in a booth with a badge, in order to simply LEAVE. Passengers must pay, because their gummint cannot trust Philippine Airlines to collect the tax and remit the money to their Tax Authority. So, they made a universal rule. Every PASSENGER will pay the fee, with a ticket on ANY airline.
I did not have the cash for the fee. So, in the EVA office, they took up a collection for me!
I took down names and described their kindness in a letter to their HQ, and left it with them, to send to the proper person. I got back Stateside and sent more than the equivalent in US dollars back to them, with my gratitude. They even sent a reply, inviting me to fly with EVA anytime.
You won't find anyone connected to an airline doing such a thing TODAY. I bet you, dollars to donuts.
The Reps on it do not seem to be less trained than the telephone Reps but do not assume everything the chat Reps say is correct, even though they are putting it down in writing. Also, do not be shy to ask to be connected to their supervisor, if needed. I have had at least two occasions where I chatted with the Sups. Both times the Reps did not know their own literature; once the Sup did not know their own literature. But in the end they all come through - just be patient.
our rep usually calls back and keeps scheduled appointments. if we need to speak with someone immediately, it seems to go to first available senior service rep.
again, has been more useful to my parents for basic tasks then for myself.
There may be the oddball Flagship customer or two (see "Gill" in the thread) who continues to have a personal rep for unknown reasons. But generally the free service is long gone.
https://www.bogleheads.org/forum/viewtopic.php?t=363122