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From: johnl@ima.UUCP (John R. Levine)
Newsgroups: misc.consumers,comp.sys.ibm.pc
Subject: Re: Is this poor Cust. Service from Softlogic?
Message-ID: <580@ima.UUCP>
Date: Fri, 5-Jun-87 11:49:15 EDT
Article-I.D.: ima.580
Posted: Fri Jun  5 11:49:15 1987
Date-Received: Tue, 9-Jun-87 07:08:05 EDT
References: <1641@cp1.BELL-ATL.COM>
Reply-To: johnl@ima.UUCP (John R. Levine)
Distribution: na
Organization: Javelin Software Corporation
Lines: 23
Keywords: Customer Service, ibm, pc
Xref: mnetor misc.consumers:1920 comp.sys.ibm.pc:4638

In article <1641@cp1.BELL-ATL.COM> hart@cp1.BELL-ATL.COM (Rod Hart) writes:
>After a little run in with Softlogic (the produce of DoubleDos) this
>morning, I wondered if I had acted properly in canceling my order. ...
>After making numerous toll calls to determine the status of my order, I was
>able to convince them to ask UPS for a trace. This morning I was told
>that the package had been lost, but they would not reship until they
>(Softlogic) received their money from UPS. ...

That's not a very responsible way to run a business, if that's really what
they do. We ship thousands of packages UPS, and UPS does indeed lose a few
of them. But if we trace a package and UPS can't prove delivery within a
day or two of the trace, we ship out a replacement. It's hardly the
customer's fault that his package fell off a shipping dock somewhere, now
is it? Besides, it's been proven over and over that any money you may lose
to the rare customer who lies about a problem is made up a hundredfold by
the good will you get from customers who feel that their problems have been
dealt with quickly and fairly. (I don't claim that we solve every complaint
instantly; we foul up now and then, too, but we assume a customer problem
is real unless there's a strong reason to think that something is fishy.)
-- 
John R. Levine, Javelin Software Corp., Cambridge MA +1 617 494 1400
{ ihnp4 | decvax | cbosgd | harvard | yale }!ima!johnl, Levine@YALE.something
U.S. out of New Mexico!