Why We Love Zappos and Hate AT&T: Part 2 (The Rebate)

Zappos was featured on ABC's Nightline last night.  A ten minute segment about the Zappos culture of customer service. Its well worth watching.

I received a phone call this morning from someone with the "Office of the President" (De La Vega...not Bush). He offered me a $100 credit towards the $400 I'm about to lose...I said that wasn't good enough and after a friendly chat he promised to see what he could do and get back with me later today.

While we were talking I mentioned I hadn't received the rebate from my BlackBerry purchase in May...and he said he'd take care of that for me...and now a few hours later I get this text message from AT&T:

Your rebate has been mailed to you.  Please allow 2 weeks for delivery. Thank you.

So I've got $50 bucks headed my way from the purchase of my BlackBerry...I'll be fascinated to see if AT&T takes advantage of this opportunity to provide excellent customer service or if they stick with the approach that got them into the Customer Service Hall of Shame.