Path: utzoo!utgpu!news-server.csri.toronto.edu!rpi!usc!apple!ntg!dplatt
From: dplatt@ntg.com (Dave Platt)
Newsgroups: comp.sys.mac.misc
Subject: Re: Mail Order horror/hero stories
Message-ID: <84@goblin.ntg.com>
Date: 25 Apr 91 18:46:55 GMT
References: <1991Apr24.193220.19013@milton.u.washington.edu>
Distribution: usa
Organization: New Technologies Group, Inc.  Palo Alto CA
Lines: 46

In article <1991Apr24.193220.19013@milton.u.washington.edu> picard@milton.u.washington.edu (Mary Stumpel) writes:

I've had only good results dealing with MacConnection.  My "hero story":

I ordered an Asher Lynx trackball from them.  It didn't show up the next
day as it should have.  The day after that, I called them to report lack
of delivery.  I was told, "No problem... we'll start a trace on the
original shipment, and send another one today... you should have it
tomorrow."  I did... it arrived on time.

The original one showed up two days later... it had been mis-delivered
to a company down the street (very similar company names, no business
relationship to us).  I called MacConnection;  they said "No problem,
we'll call Airborne, and they'll pick it up and return it to us at our
expense."

After using the Asher for a couple of weeks, I concluded that it wasn't
well engineered... the trackball was too small, and much too stiff, for
a person with large hands to manipulate conveniently.  I called
MacConnection and said "I'd like to return this under your 30-day
money-back guarantee, and I'd like to purchase a Kensington Turbo Mouse
trackball."  I was told "Sure.  We'll ship the Kensington today and
charge your credit card for the difference in price.  We won't charge
you the $3 shipping.  Pack up the Asher;  We'll call Airborne and have
them pick it up at our expense."  Everything happened as they said it
would.

Amazing service.  Simply amazing.

Last summer, MacConnection stopped using "plastic popcorn" to shockproof
their shipments, substituting newsprint instead.  They also switched to
using a stock of partially-recycled paper for their catalogs, and
apologized for the fact that the colors weren't as "crisp" as before.  I
wrote them a letter thanking them for the changes (I think the new
catalogs are easier to read than the high-gloss ones that MacWarehouse
sends out).  A few weeks later, I received a package, which contained a
letter thanking me for my customer feedback, and a very nice little
"window herb garden" with seeds for spearmint, peppermint, and lemon
balm!

In my opinion, the folks at MacConnection (and their sister company PC
Connection) really understand what "customer service" is about!
-- 
Dave Platt                                                VOICE: (415) 813-8917
              Domain: dplatt@ntg.com      UUCP: ...apple!ntg!dplatt
 USNAIL: New Technologies Group Inc. 2468 Embarcardero Way, Palo Alto CA 94303