About a month and a half ago my main personal computer, an (ancient) HP zd8000 laptop, began dropping keystrokes. I traced the problem back to the battery. No longer taking a charge, the interrupts generated as the charging circuitry tried, failed and tried again were interfering with the keyboard interrupt. My typing is bad enough; I pulled the offending battery, scanned the ‘net and ordered a new battery from overstock.com based on – what else? – price.

That was September 3rd, and the replacement battery arrived some days later. Unfortunately it was the wrong one! The order showed the correct number as did the packing list, but the thing that sat on my desk clearly showed a different number. The plastic bag it came in was already open (uh oh, could mean trouble) so I took the opportunity to stick it into the laptop, thinking perhaps it was a substitute. Nope, the computer refused it.

I used the online chat on Overstock’s Web site and explained the situation. The rep thought it best to escalate to a tech person so she told me to expect their call, which came some hours later. I hadn’t expected his call so quick. The tech generated the RMA and return shipping label and said he’d overnight another replacement.

Meanwhile I did a little checking. HP has an excellent online parts lookup tool, and I used it to check the two part numbers in question. They were markedly different. I looked them both up on the Overstock site and found the descriptions to be remarkably similar. Maybe this was the problem?

As it turned out, the next few weeks proved frustrating – for both me and Overstock – as we shipped the same incorrect battery back an forth across the country three times. In the end they said that they didn’t have the correct item. They’d process my refund and I was free to keep the incorrect battery. I sent it back anyway; there’s no sense in recycling a perfectly good battery I couldn’t use.

But that’s not the end of the story. Last Friday evening I took a call from Thomas at Overstock. He explained that my case had made it up to the executive level and that they had spent some time analyzing what went wrong. There were a few things, including a mis-SKUed warehouse bin (aha!) and lapses in communication. The analysis had resulted in some process improvements and Thomas called to tell me about them. We talked for a while about things like quality and customer service. Full disclosure: Thomas offered – and I accepted – compensation for my frustration and understanding: a correct battery and some store credit. He left his email and direct phone number.

(The correct battery arrived this afternoon, shipped overnight from Overstock’s supplier. The number fits several applications; the plastic cover trim isn’t right for my particular laptop, but I have spares from previous replacements so it’s no big deal. Overstock, if you’re reading this, don’t panic – I’m good, and I appreciate all you’ve done. You might want to follow-up with the warehouse, though.)

In my experience, the larger a company becomes the less likely is becomes that a minor customer problem actually results in action. Sure, refunds and credits are common enough, but not the continuous improvement part. To do that, and more importantly, to take the additional step of reaching out to the customer after the transaction is complete is exceptional. More should follow Overstock’s example. I’ll use them again.