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[TowerTalk] texas towers back order

To: <>
Subject: [TowerTalk] texas towers back order
From: (Hawkins, Bill)
Date: Thu, 3 Jul 1997 07:13:49 -0500
The old saying comes to mind--
"Make someone happy and they will tell a few people.
Make someone unhappy and they will tell a few thousand people!"

At 12:32 AM 7/3/97 -0700, you wrote:
>Jim....having TT aired out on the net cud do more good than 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
> need to use different addressees is probably something that not
>many need......
>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 it ain't 
>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:
>> To:
>> Cc:
>> Subject: [TowerTalk] texas towers back order
To: <>
>> 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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