If you’ve been wondering where all of the great customer service in the world has gone to, I can now definitively answer the question: it’s up in Madison, Wisconsin at Gillware, Inc. – a data recovery company that has kick *ss customer service. I do not say that lightly.
The back story: this year started off with the Microsoft Blue Screen of Death and a computer crash that left me without any of my data. No, my hard drive was not properly backed up. I’d recently deleted it from my external hard drive to make space to transfer the contents of my wife’s computer from her old laptop to a newer one. My fault completely. I knew I needed to get separate drives for my wife and me…but I’m lazy that way. Big mistake.
We took my crashed hard drive to a little computer store we like in Evanston, Millikan ( http://www.mct-tech.com/index.html) that has helped us recover from other train wrecks like the glass of wine that spilled on my wife’s old laptop. Unfortunately, my hard drive problems were beyond their capabilities. They enthusiastically recommended Gillware, Inc.
I called Gillware and was immediately impressed with the customer service rep I talked to. There is nothing like a customer service rep’s competence to instill confidence in a company. I decided to give them a shot. One of the great things they do is not charge you unless they are able to recover the information you want, even then – you get to look at what they recovered before deciding whether to purchase their services or not.
All in all, I talked with three different customer service folks and each one was competent, helpful and really pleasant to work with. Each time I hung up the phone, I had to wonder why if this company could get it right 100% of the time, why other companies have trouble getting it right even 50% of the time.
Anyway, I got my data back today – all of it – plus the old hard drive. Everything was as they said it would be, and at a fair price. If Gillware sold cars I’d buy them. If they ran a Dr.’s office, I’d drive the three hours for check-ups. And if I ever have a data problem in the future, I will not hesitate to call them.
In a related story, here’s a great article that coincidentally was sent to me today: http://jilldeibel.hubpages.com/hub/The-Lost-Art-of-Old-Fashioned-Customer-Service-Five-Things-Customer-Want-Back
*Note: My recommendations are entirely of my own volition. No persons or businesses mentioned are involved in my decision to make a recommendation. No remunerations have been offered me at the time of their publishing – furthermore, I can not be bought. These are straight-up shout-outs earned the old-fashioned way.