Jim....having TT aired out on the net cud do more good than harm....in my
When it gets right down to it EVERY company will make an occasional
mistake......but when it happen to my/your order we tend to get pissed
especially in time sensitive orders like the one being discussed here........
even tho I can't live with ur Credit Card policies I can see why they might
exist....my need to use different addressees is probably something that not
Being a small biz owner myself (fortunately not in the consumer product world)
Consumers and Hams without a doubt are VERY demanding as u well know.
I try like hell to be perfect in all customer relations......but, realistically
always gonna happen....Its how we deal with mistakes that makes the difference
We learn by our mistakes and move on......
The track record and longevity of your company prove to me that you do most
things right or TT wud be history by now!!
Keep up the good work.......73 de Bob W7gg ex Ai7b
> From: TexasRF@aol.com
> To: email@example.com
> Cc: firstname.lastname@example.org
> Subject: [TowerTalk] texas towers back order
> Date: Wednesday, July 02, 1997 7:39 PM
> Jim, we were sincere when we said "sorry for the delay". When you placed your
> order our computer said that your 3/8" thimbles were in stock. For whatever
> reason unknown to me or any other employee, the thimbles were not there.
> There is no way in our system to know that there would be a problem if
> thimbles are back ordered for a few days. The guy that took your order
> handles about 125 telephone calls a day and would never remember that you had
> a time deadline. Aside from that, a completely different person packs and
> ships orders. He would not know that this is a problem for you either.
> When you asked for faster shipping, why on earth would you expect us to pay
> for overnight shipping at a cost that exceeds the value of what you are
> buying let alone the possible profit on some thimbles? You need to understand
> that profit in amateur radio sales is very low. Even to the point of many
> companies shutting their doors in recent times. There simply is not enough
> profit to offer the level of customer service you are asking for. Human
> errors will occurr from time to time but that is no excuse to expect a seller
> to loose his shirt in punishment for an error.
> I might ask you, why would you choose a public forum like this reflector to
> air your discontent? Are you so angry that you wish to damage my company and
> cause it to lose sales? Would you like to see Texas Towers actually close its
> doors because we back order a few thimbles for a few days? Surely not! But
> that is the very appearance that you have given me!
> Again, my aplogy for the problem. Too bad there can't be an offsetting
> positive message from the more than 1000 other customers whose orders were
> delivered without a hitch last month!
> 73 de Gerald Williamson, K5GW, Owner/General Manager, Texas Towers
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