Customer service: The right way and the wrong way

The right way: A couple of weeks ago, I tried to log in to the Starwood Preferred Guest program web site to see how many points I have, but I couldn't -- the login page said my account was invalid. I was sure I was using the right login information, so I contacted Customer Service, which the web site allowed you to do via e-mail (among other options). After submitting the form, I immediately received an automated response, and within a couple of hours (on a Saturday), I received an e-mail response from a Customer Service agent. She explained that my account had expired in July due to lack of activity, and my points had been forfeited. However, without my asking, she said she re-activated my account and reinstated my points, as a gesture of goodwill. Needless to say, I was very impressed.

The wrong way: Delta expired my frequent flyer Skymiles last spring, even though they weren't supposed to expire until the end of this year -- the expiration date appeared on my Skymile statements. When I discovered I had lost my miles, I contacted Delta using their online Customer Service e-mail form. I got the automated response right away, but it took at least a week before I got an e-mail response from an agent. The response basically said too bad. I called Customer Service and explained the situation, and they said I would need to fax them evidence that my miles weren't supposed to expire, which I did. Eventually, they sent me a letter to tell me they would reinstate the miles, but they never admitted to a mistake on their part, and the tone of the letter was that they were doing me a huge favor. Needless to say, I was not impressed.

Some companies just get it. Sadly, that seems to be the exception rather than the rule.

-- Dave