The other day I noticed that my washing machine was leaking.
So I called the service center of Toshiba which is a major consumer electronics company in Japan.
I was surprised that the staff replied to my call quickly because I often have trouble getting through to repair centers for my PC and mobile phones.
Call center(CC)”Thank you for taking the time to call. How can I help you today?”
I “My washing machine is leaking. I’m very worried about it. “
CC “I’m really sorry for your inconvenience. What is the serial number of your machine ?”
I”The number is XXX-XXXX. “
CC”Wow. You have used that for over 10 years. I really appreciate that you continue to use our product. “
I”You’re welcome.”
CC”If the parts of the machine aren’t available because of the old product, we can’t repair it. The cost for us to send out a technician to look at it is 3,000 yen. Is that okay? “
I” Sure. “
CC”The staff will visit your house as soon as possible. I have reserved the staff in your area now. “
I”Appreciate it.”
I was surprised again when the staff was very polite and kind to me as a customer. I think that the service industry in Japan still has advantage while manufacturing industry has not restored its former glory.
At last the engineer came to my house two days ago and repaired my wahing machine in thirty minutes. I guess that I can use this washing machine for a few extra years.
That’s very cool to hear, glad it was taken cared of. Congrats for keeping that washing machine for so long years, must be very durable.
Thank you so much. I’m glad that I’ll use it for a long time.
Your washing machine still looks good.
My washing machine is old too, it’s already 13 years old. 
13 years old is so great that you have made a contribution for the earth.(environment)
日本ではお客様は神様ですよ〜〜〜
いいなあ。＾＾
お客が神様というのはよく聞きます。ちょっと過剰なような気もしますが。。
Glad to hear you got it repaired! Always nice to save the money on a new one if possible.
Thanks. What you said is right. It was good for us.
写真を見て驚きました！ cocominoさんちと家の洗濯乾燥機が全く同じ機種でした！！ﾒｰｶｰにとって、お客様からのクレーム対応をしくじると ネットであっという間に大きな問題になりかねない危惧を常に持っているようです。 洗濯機は毎日使う家電品なので故障は頭が痛いですね。 どうにか直ってよかったです。 また修理対応にも及第点を頂けたと聞きほっとしました。（実は主人の・・・です） 我が家の洗濯機もおそらく同じ位の年数使っていたようですが、まだまだ使えそうです。 そう考えると長く使える商品はかなりお買い得ですね。
それは、奇遇です。同じ商品やサービスでも接客次第で全然印象が違いますからね。anzuさんの洗濯機も長く持つといいですね。うちの洗濯機は単にホースから水が漏れてただけでした。機械は丈夫です。
This is great job dear Cocomino. In here if a machine old like yours you can’t find the parts of the machine… so you have to buy a new one… I hate. I loved Japanese repair service… Thank you, with my love, nia
I see. Certainly old machines are difficult to repair because of the reason that you said. Fortunately my machine was repaired.
congratulations!
Thank you!
What a lovely story with a happy ending —
We don’t have many such stories here!!!!!!
(Ruder people, higher cost, general sense of “get a new one.”)
I see. Thank you for sharing. I hope that there will be kind people.
Sounds like a good manufacturer with a very efficient and helpful call centre. I usually dread ringing those types of places as they often aren’t very helpful – and cost lots of money to call.
I’m pleased you received good service
Thank you. I heard such stories. I was lucky to receive a good service.
Well, that sure sounds like a pleasant experience with customer service! That is wonderful. My experience, and most people I know, find it uncommon to have such an experience. Usually the service call alone costs a lot more than 3000yen, and then there is the repair charge.
I think so. It also costed repair charge which is 7,000 yen. It’s not cheap but I was pleased that I didn’t need to buy new one.
It is good that you were able to repair your washing machine.
Yes, many thanks.
WOW! So glad your machine’s lasted so long. My appliances seem to have a 7-year life cycle. And of course, since we’ve purchased them at roughly the same time, that means they all stop working almost simultaneously…
Glad you’re washing again!
Oh, that’s not good. I hope that you will use your machines for many years.
Anyway we were lucky to keep washing cloths up.
That is how «service» is suppose to be, but all too often forgotten in today’s reality of consumer society and a complete focus on money and return. May you washing machine last another ten years.
We should be careful to give and take a food service and communication.
A good service doesn’t make money but it makes us happy. A capitalist society tends to forget it.
Japan’s customer service is brilliant. It’s one of the things I appreciate the most about my adopted country.
I hope you and your washing machine will celebrate many more anniversaries.
I’m glad to hear that. I think so.
I smiled the phrase “Washing machine will celebrate. “.
That is great service. In Japan, the customer is number one and companies will go out of their way to make sure you are totally satisfied
That’s right. Service in Japan are sometimes too polite to receive. Lol.
Now that is excellent service! Great story, with a happy ending :^)
Thank you. I was impressed withe the service.
よかったですね。また東芝の電気製品を買おうという気になりますね。
そうですね。ちょっとサービスが過剰だと感じる時もありますが、長く使えればお得だと思います。
We had to replace our washing machine after about 12 years of loyal service….
12 years are nice. It’s good for environment.
It always makes things go so much better when a company has employees who are so friendly and helpful! I’m very happy to hear you were able to get your washing machine fixed, too! Hopefully it will just keep on going!
Thank you. The company was lucky because it had such stuff.
Very, very encouraging to hear about this great customer service from Toshiba! I will defnitely favor this brand when shopping!
Thanks much. Toshiba stuff must be happy to hear that.
Well then, after reading this I guess we should all buy our washing machines in Japan! (Glad it’s running again!)
I’m glad to hear that Japanese company will be able to sell their machines to other countries.
Wow! I wish it had a call center in my hometown. Repair center staff here is kind of unfriendly and not that helpful. > . <
I see. I hope that you’ll receive a good service in your place.
//CC”Wow. You have used that for over 10 years. I really appreciate that you continue to use our product. “
I”You’re welcome.”
That’s fantastic. My own washing machine has been leaking slightly for a few years.. I never even considered contacting the company to take a look. Shall try that
I see. I reccomend to call the company for repair your washing machine. You must feel at ease.
Funny! I had my dish washer fixed on the same day!! WoW!
Wow. It’s happy to fix our machine at the same day.