Curmudgeonly Customer Service

I often agree with Scott Paton’s columns bemoaning the state of customer service in America (“Customer Service?” “Quality Curmudgeon,” October 2008) Then there are times when something happens that gives you hope. Our 10-year-old daughter has several American Girl dolls. One of these dolls had a problem--her eyelash had come off. However, for a not-inconsequential fee, you can ship your American Girl to the “doll hospital” and have eyes, limbs, and even heads replaced in about two weeks. (I guess this is actual “plastic” surgery.) The doll returns, repaired, in a hospital gown, with a certificate of health and a get-well balloon. So, we sent the doll off from our home near Chicago on Friday, to the doll hospital in Middletown, Wisconsin. We were surprised to discover a doll-shaped box on our doorstep the following Wednesday--implying a stay at the doll hospital of a mere 24 hours. When opened, my daughter found her doll as promised with a new eyelash, in the hospital gown, with balloon and a clean-bill-of-health certificate. My wife and I were shocked to discover an additional item in the box--a letter from American Girl that stated, “You expressed concern that your doll required repair. Upon examining her, we agree with you that American Girl is responsible for these problems. Consequently, we will repair your doll free of charge.” My wife’s check was clipped to the letter.

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