Best SPAM I ever received:

Hello my friend!

I am ready to kill myself and eat my dog, if medicine prices here (http://stopmatch.hk) are bad.

Look, the site and call me 1-800 if its wrong..

My dog and I are still alive :)

In an age where the “Contact Us” page on websites rarely elicits action, let alone a human response, Herman Miller pulled through like nothing I’ve ever experienced.

Sunday evening I wrote Customer Care at Herman Miller to inquire about getting a replacement caster for my Aeron chair which had been damaged during a recent move, rendering me scoliosistic at the computer.

Not believing they’d actually get back to me, I continued looking elsewhere on the web for a replacement part.

Below are the 4 emails it took to close the case. There was no “let me transfer you to…”, “do you have a receipt”, etc. I didn’t have to make one phone call. Two people at Herman Miller accomplished the seemingly impossible — they just did it.

For one company, faith is restored.

To: hmhome@hermanmiller.com
Subject: Re: Contact Us Form: Product Repair Information
05/01/2007 04:27 AM

i need a replacement caster for an aeron chair that was damaged during a recent move. can i order directly from you? or should i contact a reseller?

thanks in advance.

On Apr 30, 2007, at 9:22 AM, Brent McClain wrote:

Hi Michael,

We should be able to just send one out for you. Is it just a standard carpet caster? For the Aeron, or a different chair? Just let us know your address and we’ll get it out!

Regards,

Brent

THE NEXT MORNING:

To: hmhome@hermanmiller.com
Subject: Re: Contact Us Form: Product Repair Information
05/01/2007 04:27 AM

hey brent — thanks so much. the caster has a metal stem and black plastic wheels. below are #s from the white sticker underneath for identification purposes. please call <deleted> for credit cardinfo. address is:

<deleted>

AND A FEW HOURS LATER:

	reply-to			hmhome@hermanmiller.com
	to			Michael Calienes <michaelc@transplant-1.com>
	date			May 1, 2007 10:09 AM
	subject			Re: Contact Us Form: Product Repair Information

Hi Michael,

It is in the mail.

Best regards,
Cindy