The old saying comes to mind--
"Make someone happy and they will tell a few people.
Make someone unhappy and they will tell a few thousand people!"
Bill
At 12:32 AM 7/3/97 -0700, you wrote:
>Jim....having TT aired out on the net cud do more good than harm....in my
opinion.
>
>When it gets right down to it EVERY company will make an occasional
>mistake......but when it happen to my/your order we tend to get pissed
>especially in time sensitive orders like the one being discussed here........
>
>even tho I can't live with ur Credit Card policies I can see why they might
>exist....my need to use different addressees is probably something that not
>many need......
>
>Being a small biz owner myself (fortunately not in the consumer product world)
>Consumers and Hams without a doubt are VERY demanding as u well know.
>
>I try like hell to be perfect in all customer relations......but,
realistically it ain't
>always gonna happen....Its how we deal with mistakes that makes the difference
>We learn by our mistakes and move on......
>
>The track record and longevity of your company prove to me that you do most
>things right or TT wud be history by now!!
>
>Keep up the good work.......73 de Bob W7gg ex Ai7b
>
>
>
>
>----------
>> From: TexasRF@aol.com
>> To: n6ig@netcom.com
>> Cc: towertalk@contesting.com
>> Subject: [TowerTalk] texas towers back order
To: <towertalk@contesting.com>
>> Date: Wednesday, July 02, 1997 7:39 PM
>>
>> Jim, we were sincere when we said "sorry for the delay". When you placed your
>> order our computer said that your 3/8" thimbles were in stock. For whatever
>> reason unknown to me or any other employee, the thimbles were not there.
>> There is no way in our system to know that there would be a problem if
>> thimbles are back ordered for a few days. The guy that took your order
>> handles about 125 telephone calls a day and would never remember that you had
>> a time deadline. Aside from that, a completely different person packs and
>> ships orders. He would not know that this is a problem for you either.
>>
>> When you asked for faster shipping, why on earth would you expect us to pay
>> for overnight shipping at a cost that exceeds the value of what you are
>> buying let alone the possible profit on some thimbles? You need to understand
>> that profit in amateur radio sales is very low. Even to the point of many
>> companies shutting their doors in recent times. There simply is not enough
>> profit to offer the level of customer service you are asking for. Human
>> errors will occurr from time to time but that is no excuse to expect a seller
>> to loose his shirt in punishment for an error.
>>
>> I might ask you, why would you choose a public forum like this reflector to
>> air your discontent? Are you so angry that you wish to damage my company and
>> cause it to lose sales? Would you like to see Texas Towers actually close its
>> doors because we back order a few thimbles for a few days? Surely not! But
>> that is the very appearance that you have given me!
>>
>> Again, my aplogy for the problem. Too bad there can't be an offsetting
>> positive message from the more than 1000 other customers whose orders were
>> delivered without a hitch last month!
>>
>> 73 de Gerald Williamson, K5GW, Owner/General Manager, Texas Towers
>>
>> --
>> FAQ on WWW: http://www.contesting.com/towertalkfaq.html
>> Submissions: towertalk@contesting.com
>> Administrative requests: towertalk-REQUEST@contesting.com
>> Problems: owner-towertalk@contesting.com
>> Search: http://www.contesting.com/km9p/search.htm
>
>--
>FAQ on WWW: http://www.contesting.com/towertalkfaq.html
>Submissions: towertalk@contesting.com
>Administrative requests: towertalk-REQUEST@contesting.com
>Problems: owner-towertalk@contesting.com
>Search: http://www.contesting.com/km9p/search.htm
>
--
FAQ on WWW: http://www.contesting.com/towertalkfaq.html
Submissions: towertalk@contesting.com
Administrative requests: towertalk-REQUEST@contesting.com
Problems: owner-towertalk@contesting.com
Search: http://www.contesting.com/km9p/search.htm
|