Newsgroups: comp.sys.mac.misc
Path: utzoo!utgpu!news-server.csri.toronto.edu!rpi!zaphod.mps.ohio-state.edu!think.com!mintaka!ghoti!cjeff
From: cjeff@ghoti.lcs.mit.edu (Carl J.M. Alexander)
Subject: Re: Mail Order stories
Message-ID: <1991May15.070307.16058@mintaka.lcs.mit.edu>
Sender: news@mintaka.lcs.mit.edu
Organization:  BCS*Mac
References: <1991May14.223004.3846@cunixf.cc.columbia.edu>
Date: Wed, 15 May 91 07:03:07 GMT
Lines: 35


rs54@cunixf.cc.columbia.edu (Richard Sucgang) writes:

>Remember...[the thread on] Horror/Hero stories about mail order companies?
>Well, I kept a transcript of posted replies, and...forwarded them to
>MacConnection, who seemed to get unanimous kudos.
  He then quotes the reply he received from Peter Haas of MacConnection:

 
PH>...we actually do make mistakes ourselves.  I would like to think that
PH>we make fewer of them, and then handle them better, but....
  He then tells a story illustrative of Murphy's law
PH>Somehow, despite out best efforts and intentions, things like this can
PH>happen, and I am always a little nervous when I read accounts like this...
PH>it sometimes keeps us awake at night, worrying about some loose end 
PH>we might have overlooked.
 

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

I'm not surprised at all.  You're a customer, you sent a letter, they 
replied.  That's part of how you get a reputation for service in the 
first place.  Peter Haas' rather paraniod pragmatism is another part:
if you're always on the lookout for ways to avoid ill-serving your 
customers, it makes it much more likely that on balance you will serve 
them well.  And of course around here it doesn't hurt their reputation 
at all that they give free ground shipping to Boston Computer Society 
members.
 
Just a satisfied customer.
 
--Carl Alexander 
News Editor, The Active Window 
cjeff@ghoti.lcs.mit.edu