Path: utzoo!utgpu!watmath!att!dptg!rutgers!ukma!tut.cis.ohio-state.edu!husc6!paperboy!sauron!hankin
From: hankin@sauron.osf.org (Scott Hankin)
Newsgroups: comp.sys.mac.programmer
Subject: Re: THINK C 4.0
Keywords: C, THINK, upgrade
Message-ID: <561@paperboy.OSF.ORG>
Date: 23 Aug 89 14:08:52 GMT
References: <535@paperboy.OSF.ORG>
Sender: news@OSF.ORG
Distribution: comp
Lines: 30


I  want  to take  this   opportunity  to  commend   Symantec  on their
responsiveness.  They  are obviously trying   hard to achieve customer
satisfaction, often going that extra mile to please the customer.

Case in  point:  yesterday I submitted  an    item  to this  newsgroup
lamenting  the lack  of delivery of THINK C  4.0.  When I arrived home
last evening, it was waiting on my doorstep.  What service!

Consider what must have happened.  A Symantec representative must have
read  my submission   and taken  it upon   themselves   to rectify the
situation.  As they  are in California and I  am in New Hampshire, the
rep must have realized  that  even  Federal Express would   not arrive
until the next  day.  But they had  an unhappy customer,  and tomorrow
just was not good enough.   Dispatching a  bonded courier by jet, they
flew to New Hampshire, drove to my residence, and placed my upgrade on
my front porch.  Clear, direct action, producing a satisfying solution
to the difficulty.  While they could have delivered the upgrade  to my
office (my  article did contain  my work address), they  rightly  felt
that the unobtrusive approach was the best.

Clearly, this is   a company which  recognizes the   value of customer
service.  We should applaud their  efforts in making sure the customer
comes first.

Scott Hankin  (hankin@osf.org)
Open Software Foundation
11 Cambridge Center
Cambridge, MA 02142
(617) 621-8815