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From: rs54@cunixf.cc.columbia.edu (Richard Sucgang)
Newsgroups: comp.sys.mac.misc
Subject: Mail Order stories
Message-ID: <1991May14.223004.3846@cunixf.cc.columbia.edu>
Date: 14 May 91 22:30:04 GMT
Organization: Columbia University
Lines: 36


Hi ya'll
Remember when someone started a thread asking for
Horror/Hero stories about mail order companies?
Well, I kept a transcript of posted replies, and after
a while, forwarded them to MacConnection, who seemed to get
unanimous kudos. Peter Haas, of their Customer Affairs, returned
a letter, which I will write below:

...It is always fun to see a competitor being bashed, but at the
same time I have to wince a little bit, because we actually do make      
mistakes ourselves.  I would like to think that we make fewer of
them, and then handle them better when we do, but every now and then the 
planets seem to line up the wrong way or something, and we really make someone
unhappy.  For instance, a customer will get a defective product, we fire out a replacement, but it gets lost by Ariborne or UPS.  We try again, and they 
get the package all right, but we somehow send the wrong thing.

Somehow, despite out best efforts and intentions, thing s like this can 
happen, and I am always a little nervous when I read accounts like this, 
because I expect someone to shime in and say "Oh yeah, well let me tell you
about my MacConnection horror story."  We do work hard to avoid this kind of thing,
and we try to be sure that the customer is happy in the end, bit it
sometimes keeps us awake at night, worrying about some loose end
we might have overlooked.

.....

Comments, guys?  Actually, I am rather impressed that he took 
time to respond, and with such a pragmatic letter, too.

Cheers!

-rich
Richard Sucgang : Dept. of Anatomy and Cell Biology
Columbia University (sucgang@cuhhca.hhmi.columbia.edu; 
de slime god         rs54@cunixf.cc.columbia.edu)