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Art, I tend to agree with about 90% of what you have said below. One of the things that I have found very troublesome of recent when it comes to dealing with mail order, distributor, and manufactures about items, parts, and service has been a high rate of miscommunications due to the high number of English as a second language employees who appear top have some difficulty understanding what is being requested and whom I have been unable to understand as well. The result has been a great waste of time and money returning items that were not what I wanted and thought I had ordered, telephoning or writting to correct errors in orders due to miscommunications, and telephoning or writing to follow up on orders of items that were suppose to be in stock but in reality were not in stock or even backordered (they were just unavailable but the service rep failed to communicate this but proceeded to take the order as if such items were available) or on repair services that failed to correct the problem because the repair personnel did not understand the description of the problem and looked at something else which was not a problem, returniong the item as having been repaired or as not having a problem (in the former case charging for the alledged repair). Now some of these things appear to be inherent in the process of non face-to-face interactions (no matter if the speaker is a native speaker or a non-native speaker); but some are the result of miscommunications due to misunderstandings produced by the pareties not being able top clearly communicate with each other. I have some trouble understanding why companies put people that have a less than satisfactory command of the language but who may be otherwise very competent and nice in positions where they have to communicate accurrately with others in a language that they do not have full and complete command of - especially if it involves non face-to-face communications where it is difficult to hammer out a common understanding between the parties. -----Original Message----- From: firstname.lastname@example.org [mailto:email@example.com]On Behalf Of Arthur Entlich Sent: Thursday, March 28, 2002 3:00 AM To: firstname.lastname@example.org Subject: Re: Moving on byard pidgeon wrote: > It's best that Mr. Hemingway is "moving on", as is Polaroid with it's out of > touch with reality concept of customer service. > Time to get in touch with the new paradigm...you bought it, it's all yours. > Yes, a sad statement on the "new reality" of cutting every corner to keep the price point over anything else. I just want to know when filmscanners are going to be sold at Walmart. (Satisfaction guaranteed ;-)) The truth is its is our own doing. We will buy at the store that saves us the extra $5, even if for that $5 you get a local retailer who provided tech help. service, and liaison with the distributor. I do not buy goods on the internet (other than ebay on occasion, where I expect to be ripped off, and 80% of the time I am, so I never pay what something is supposed to be "worth" because the odds are I won't get what was advertised anyway). Not only is there shipping, and often customs and exchange to here in Canada, but I have no control over if I get a factory sealed box or a return that's been repacked, I don't want to pay double shipping, I don't want to spend hours on a toll free (if you're lucky) lines waiting to speak to some surly character who tells me I have to pay a 15% restocking charge after they sent me the wrong item or it was damaged in shipping, or it was defective. Hey, but that's just crazy me. I'm sure I could save, heck, $100 a year on my thousands of dollars of purchases if I went that route. Instead, I buy from a local brick and mortar dealer who I can look in the eye, scream at if necessary, and even bring to court on the rare occasion that was necessary. But, honestly , by picking a good retailer, and a good manufacturer, and paying a bit more, I've found most of my headaches have been "lessened". Scanner example: My HP S-10 (defective) became 2 more, (found to have an inherent defect) became an HP-20, also found to be problematic, and finally nearly two years later my local dealer took back the HP-20 and did a straight exchange for the Minolta Dual II, which unfortunately also has problems and I'm on number two, soon to be three. My dealer OFFERED this to me. I did not even have to ask. He knew of my problems with the HP models and he asked what was happening. I told him I had reached a dead end with HP, and he said, well, what if we take it back and send it back to HP for you, and use the money toward another brand. He special ordered the Minolta Dual II, since at the time the store didn't carry it, and gave me a straight across on it. He even offered to help me with the Minolta exchanges, but I decided that he had not made any money, in fact probably lost money on the whole transaction, so I've been dealing directly with Minolta since. What internet company would ever do something like that? Its when things "go wrong" that a local dealer really is a great investment, but since you never know when something will go wrong, why risk it? Now, as I said local repair service is quite another matter completely, and I avoid them like the plague. The same, I suppose, holds true for manufacturers. If you find a company that has pretty consistent quality control and good customer service, they are worth paying more for. How much more, I suppose, depends upon your level of tolerance for dealing with angst. ;-) Art - Turn off HTML mail features. Keep quoted material short. Use accurate subject lines. http://www.leben.com/lists for list instructions. - Turn off HTML mail features. Keep quoted material short. Use accurate subject lines. http://www.leben.com/lists for list instructions.