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I flicked off the NAB when Frank Cicutto and his mates got paid bonuses for stuffing up the bank, and then lying about it.

I walk into my local branch of Bendigo and they say hello Vistar, and I say hello "name of bank person".

I recently sold my home and I needed Bendigo to provide some documents for settlement. I live 18 km as the crow flies form Perth CBD and work in the city.

The bank manager drove all the way to work, put up with parking and traffic hassles, spent all of five minutes waiting for me to sign, and then returned the 18 k back to his bank.

Let’s see the big four do that. I recommend these guys to anyone who asks, and some who don’t.

NGE Member: vistar

The Good Word

Bendigo Bank is one of those companies who, on this site at least, do NOT get gripes. This winning story is a good illustration perhaps of why.

I went to Safeway at Ferntree Gully at around 5.30pm and did some shopping. After I had been through the checkout with the groceries, I went to the cigarette counter to buy a $30 Optus recharge card, some cigarettes and a newspaper.

When I got home my daughter asked me for her Optus card and I looked everywhere but couldn't find it! I rang the store to see if I may have left it on the counter and a lady called Lisa took my call. She was so incredibly nice when I told her I had bought the recharge their with some other items only 5 or 10 minutes earlier but when I got home I had neither the recharge receipt or the store receipt.

She said “no worries just come down and we will replace it". I asked her if she was sure, as I had no proof of purchase but she said not to worry, she believed me and to stop stressing about it and just ask for her.

Lisa if you are reading this then my daughter and I both thank you for going above and beyond and making what had already been a very stressful weekend that little bit easier.

NGE Member: Caliope

The Good Word

Wow a truly good news story. Lisa congratulations on going beyond protocol and saving one hassled customer even more hassle.

Just today I was traveling home from Milsons Point with my wife and 14 month old daughter. The temperature was hot, and the trains were delayed, out of sequence (in relation to notice boards and broadcast announcements).

What made the difference was that the city rail staff member on duty left his control room, to come out and asked whether we needed water for my daughter.

Whilst it didn't help the trains run on time, this clearly shows that some people are passionate about their job and customer service in general.

Thanks City Rail.

NGE Member: Pym

The Good Word

Maybe all that bad publicity and Sydney’s free fare day is paying off. But then again maybe that is unfair. The power of one. Great to know some public transport has truly exceptional staff in their midst.

I have purchased books on several occasions from this web-based company. Not only do their prices give ANY bookstore a run for their money but their service is superb.

This company takes the next step in ensuring customer satisfaction right through to the very end.

I recommend this online bookstore to anyone and everyone

NGE Member: Muso

The Good Word

Another website worth trying.

We have a Dyson DC-05 that is just a few months out of warranty. A couple of weeks ago the machine just stopped. I contacted Dyson and they put me onto the local service contractor.

The contractor arranged for the machine to be picked up and returned by courier. There was also no hint of any repair charges coming our way.

I know Dyson has a fantastic name and this is just one of the contributing reasons. Thanks Dyson.

NGE Member: tafawke

The Good Word

When will the praise for this company stop? Dyson really is one of those names for whom there is no bad news.

There was a problem with my grocery delivery on 29 November because items were missing but charged for.

My wife rang HomeShop at 10.00am to complain about missing items that we were charged for. For some unknown reason these couldn't be delivered until 7.00pm the next evening.

I rang the same day and spoke to "B" and he arranged for the items to be delivered the next day at no extra charge. This included a 12 Sachet box of Whiskas Cat Food. He seemed a bit agitated when I said I was upset at paying for something I didn't received and expected better customer service. He didn't handle my complaint very well in my opinion.

I rang Woolworths HomeShop today as I didn't receive my 12 pack sachet of Whiskas with my delivery 2 days ago as promised by "B". This time I spoke to a very nice and friendly lady named "Andrea" who was the exact opposite and went out of her way to understand. Since I had already complained and was still not satisfied with the missing cat food, she said she would credit me the purchase price of $6.78 PLUS a further $20 credit totaling $26.78 on my HomeShop Account.

Top Marks goes to Andrea. Unfortunately I cannot say the same for "B". He may need to learn from her how to handle complaint situations better. The credit appeared under my profile whilst I was talking to her on the phone. That's service for you!!!

NGE Member: Towle

The Good Word

A happy customer is good for business. This winner’s tale goes to show that almost any customer is retrievable with the right customer service excellence.

I would like to congratulate Austral Bricks for the quick, efficient and highly satisfactory way they resolved an issue with our new home's face bricks.

When our bricks were cleaned prior to handover the render-like surface came off and pitted in many areas, showing reddy / salmon brick through the expected cream surface.

We expected this to be a long, drawn out process but they were amazing. Their extremely professional rep came out, looked at the bricks, admitted they were unacceptable and were probably misfired and offered us 2 choices for compensation:

1. Treat the damaged bricks with a new colour system to take them back to cream.

2. We live with the bricks and accept $3,000 in free pavers of our choice. Well after a lot of discussion we decided to accept the pavers as it meant we could finish our outdoor areas earlier than if we had to pay for product as well as labour. Plus we could always treat or render the face brick later.

Settlement went through very quickly, with our choice of pavers delivered on the stated date to our satisfaction.

Our only gripe is that they charged us for the delivery of the pavers- it’s not like we had a choice and could collect them ourselves!!!

All in all though we were delighted that what could have been a nasty, protracted process of denial and blaming others was settled quickly, professionally and fairly.

Well done Austral Bricks!

NGE Member: jmoor

The Good Word

Despite the one glitch of a service charge, Austral Bricks have made a pretty good effort at rectifying the situation. Well done Austral.

We recently bought a corner vanity unit amongst other items from Reece Plumbing at Lonsdale In S.A.

When the plumber came to fit it he put the holes in the back of the unit to allow the taps to be plumbed in. Just as he was about to secure it in I realised we had received the wrong product with the opening of the door the wrong side. (Being a corner unit this is really important).

I drove to Reece and they organised and ordered the correct one for us and delivered it for us within 7 days.

Well done to all the Reece Plumbing Staff at Lonsdale.

NGE Member: House Proud

The Good Word

Good after sales service is not always this easy to find. Congrats Reece Plumbing in Londsdale SA.

I just wanted to thank the Cairns Colonial Club Resort for the best holiday my wife, son and myself have had in 10 years.

The staff were excellent including Fred who cleaned the room for us each day. It was so nice to see someone so happy in the morning it really made a great start to the day.

The food was excellent as was the service from the restaurant to the snack bar at the pool. I couldn’t recommend a resort more highly.

A big thumbs up and we will be coming back next year.

NGE Member: jdw57john

The Good Word

Most holiday stories on this website are gripes so it’s pleasing to see a resort recommended to all.

I would like to express my thanks to sales assistants and shop manager Ben of the Harvey Norman Electrics, Moore Park.

I have received fabulous service from them and their flexibility and courteousness were to my full expectation.

I'm a customer of Harvey Norman for quite a few years now and my recent experience suggest that I will remain faithful to Harvey Norman for a number of years to come. I'm very pleased with their outstanding and friendly services and would 200% recommend this shop to everyone.

NGE Member: samogonochka

The Good Word

While Gerry Harvey might think that NGE is crap, our preparedness to publish good news stories about his company should inspire him to rethink his condemnation… Cash for Comment? Yeah right.

Companies who IGNORE their Customers

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