Too often people are only concerned when a vendor screws up or takes unfair advantage. They want to know all of the sordid details and then debate endlessly as to whether "hangin' is to good for 'em."
Well, here's a different side of that coin.
Last week I won an online auction from Glazer's for an expensive darkroom item. Since I am about an hour's drive away, I drove on Saturday to Seattle to pick it up directly. I put it in the car and went to run several additional errands before returning home later in the evening.
When I finally opened the box and took a look, I was horrified. The item, presumably at some point during its original shipment to Glazer's, had been severely damaged. Heavy gauge metal was severely bent and bowed. Precision moving parts scrapped against each other. The damage was consistent with perhaps a full pallet of product falling off a loading dock somewhere. Just a mess.
I immediately called Glazer's, but it was only five minutes before their closing time. I spoke briefly (and admittedly overly emotionally, as I was pretty upset) to the employee who had helped me earlier. He, too, was horrified, and apologized profusely. He asked me to return as soon as possible, promising a swap for an identical new item.
The next day I again drove in. The problem was handled fantastically. Glazer's immediately replaced the damaged item with another brand new one, even though the final auction price had been well below the normal retail price for this expensive item. The manager personally picked out the replacement and, at my request, happily opened the box containing the replacement for my inspection.
When I asked if he would like to inspect the original damaged item, he declined, opting instead to take my full and complete word for it's condition. It was all over in just a few minutes, my every concern addressed and satisfied, and I never had to ask for - or even explain - a single thing. The item replacement, or a refund, I expected. The complete acceptance of my word without question, I did not.
Now I'm not normally one to go around starting threads on APUG. But I just thought this example of great customer service deserved a wider audience. These guys at Glazer's are really, really good people.
Thanks for reading,
Ken
Well, here's a different side of that coin.
Last week I won an online auction from Glazer's for an expensive darkroom item. Since I am about an hour's drive away, I drove on Saturday to Seattle to pick it up directly. I put it in the car and went to run several additional errands before returning home later in the evening.
When I finally opened the box and took a look, I was horrified. The item, presumably at some point during its original shipment to Glazer's, had been severely damaged. Heavy gauge metal was severely bent and bowed. Precision moving parts scrapped against each other. The damage was consistent with perhaps a full pallet of product falling off a loading dock somewhere. Just a mess.
I immediately called Glazer's, but it was only five minutes before their closing time. I spoke briefly (and admittedly overly emotionally, as I was pretty upset) to the employee who had helped me earlier. He, too, was horrified, and apologized profusely. He asked me to return as soon as possible, promising a swap for an identical new item.
The next day I again drove in. The problem was handled fantastically. Glazer's immediately replaced the damaged item with another brand new one, even though the final auction price had been well below the normal retail price for this expensive item. The manager personally picked out the replacement and, at my request, happily opened the box containing the replacement for my inspection.
When I asked if he would like to inspect the original damaged item, he declined, opting instead to take my full and complete word for it's condition. It was all over in just a few minutes, my every concern addressed and satisfied, and I never had to ask for - or even explain - a single thing. The item replacement, or a refund, I expected. The complete acceptance of my word without question, I did not.
Now I'm not normally one to go around starting threads on APUG. But I just thought this example of great customer service deserved a wider audience. These guys at Glazer's are really, really good people.
Thanks for reading,
Ken
