Path: utzoo!attcan!uunet!decwrl!bacchus.pa.dec.com!deccrl!shlump.nac.dec.com!mcntsh.enet.dec.com!long
From: long@mcntsh.enet.dec.com (Rich Long)
Newsgroups: comp.sys.mac.misc
Subject: Re: Customer Service
Message-ID: <15701@shlump.nac.dec.com>
Date: 28 Sep 90 14:50:23 GMT
Sender: newsdaemon@shlump.nac.dec.com
Organization: Digital Equipment Corporation
Lines: 27


In article <90270.143040RMG3@psuvm.psu.edu>, RMG3@psuvm.psu.edu writes...
>  How often do computer companies reach this standard?  The ones I've
>dealt with tend to say that there is no problem, if there is a problem it
>must be my fault, have no plans to investigate the problem, and are
>not about to give a refund.  Perhaps I've just had bad luck.

Well, I've had some good experiences (slightly disparate :-).

The first was with Nestle over a package of Goobers. On the way to a movie, I
grabbed a couple of packages at a convenience store (beats paying $1.50 each
at the theatre!). When I got to the movie and started to munch, I discovered
that one package had, by feel, about four Goobers in it! I didn't open the
package, but sent it to Nestle with a letter. Shortly thereafter, I received a
profuse apology and a double refund (in coupon form). I was happy!

The other was with Microseeds over Redux. I had discovered a benign but
irritating bug, and sent a letter. A profuse letter of apology followed along
with a new version of the software and, as I remember, an offer of a refund.
I still use Redux, and am quite satisfied with it and the company.

Sometimes, the good guys win.

------------------------------------------------------------------------------
 /~~)  /~~  /   |      long@mcntsh.enet.dec.com       | Don't take life too
/~~\  /__  /__  | ...!decwrl!mcntsh.enet.dec.com!long | seriously; you won't
Richard C. Long | long%mcntsh.dec@decwrl.enet.dec.com | get out alive anyway.