Some customer service experiences go well above the norm. One I’d like to report is with a network products reseller called r0c-n0c. A few years ago, when asking around for a good place to purchase a simple network switch, multiple folks came forward to recommend r0c-n0c. So, I decided to give them a try and ordered a Mikrotik RouterBoard RB260G. The price was affordable, and the delivery was swift. On experience #1, so far, so good.
Recently, I was looking for a larger switch with more ports and the ability to perform multiple spanning ports. I wanted to go back to www.r0c-n0c.com and see what they had available. This time I had my heart set on the much beefier Mikrotik Cloud Router Switch CRS125-24G-1S-2HnD-IN. This appeared to be exactly what I was looking for, so I ordered it. Along with my order, I put a comment in the note field saying “If this switch cannot do multiple span ports, then please cancel this order.”
To my amazement, I actually got a follow up phone call and email from Tom at r0c-n0c. He wanted to make sure I knew why my order was declined, and it was for precisely the reason outlined in my note. So, what was so good about this customer service experience? Read on…
First, most companies would have ignored the note and sent the item along, allowing me to discover (after a certain amount of frustration) that the device did not do the function I needed. They would have been interested in shipping another unit and letting the customer figure it out.
Second, Tom took the time to contact me promptly to make sure I understood what was going on.
Third, Tom and I exchanged several emails and phone calls, where he did his best to answer my questions and help me understand why this device didn’t serve my needs.
And fourth, Tom spent a good deal of time contacting the manufacturer and posting to Mikrotik support forums about my query. I wouldn’t even have known where to look for these forums or wanted to wade through the posts and responses. Tom took the time to figure out that the CRS125-24G-1S-2HnD-IN did not do what I needed NOW, but that in a future firmware revision, should likely be able to perform multiple span ports across the same network plane.
I was impressed at one and two. By three and four, I was quite amazed. Tom displayed patience with a confused customer and went beyond that to provide great information. He was not out to sell and ship another unit, but to foster great customer service and maintain a good customer relationship. So, as you can imagine, when I need networking products in the future, I will be returning to the pages of r0c-n0c.com. Thanks, Tom!