This is the Gold Standard of customer…
This is the Gold Standard of customer service. On 27 February, I purchased a subscription to AnyViewer. I need it to help my 96 year old Mother In Law with her computer problems as she lives about 100 kilometres away. I set it up and the connection was the easiest I have ever used with other apps. However, my MIL's computer is very old and uses 2012 - but not 2102 R2. My MIL refuses to update her system saying that at her age it would be a waste of money (and she might be right!). So, although the connection was great and very easy, trying to do anything on her computer was almost impossible as it was really slow and very jittery. I contacted AnyViewer about the issue on Thursday 5 March about noon. That same evening I received an email from a customer service agent called Lanrey Lucky who explained that without updating my MIL's computer it was unlikely that AnyViewer would work very well. At about 1330 (Melbourne time) the next day (6 March) I emailed Lanrey saying that my MIL would not update her system so (reluctantly) I would be unable to use AnyViewer, as hers was the only computer I needed to control remotely. I also asked if he would initiate the refund back to my Paypal account. At 1801 that same day I received an emai from Lanry Lucky advising that the refund had been processed!! I checked my Paypal account the next day and the amount was in there. In this day and age, when many businesses just view customers as a nuisance once they have your money, this was exceptional. The refund was processed without any attempt by AnyViewer to talk me into maintaining the subscription. The speed at which the refund occurred and is unheard of these days. (I am 83 years old and might be viewed as a grumpy old man - but I grew up in an era when courtesy and understanding were not sacrificed to some warped sense of "efficiency"). Lucky Lanry was courteous and clearly had a clear understanding of my situation. Let me state that many other businesses could do very well to model their customer service on that excellent example provided by Lanry Lucky and AnyViewer. Colin Puls