Jon, Right on. I was trying to post the same response you did but could not put it together. The amazing thing to me is that the older I get the more I see of companies who do not follow the blueprint you laid out and instead go the other way as this company at www.itparade.com has done. I was curious as to whether or not this was a trend in customer service??
Anyway, great post Jon. In my opinion it is in very poor taste for a company to hide behind technical problems to sheild themselves from common courtesy and fairness. I won't find myself joining the itparade anytime soon.. My .02 Mike Linehan ----- Original Message ----- From: "Jon Krabbenschmidt" To: Sent: Thursday, October 18, 2001 2:26 PM Subject: RE: Word of Caution [7:23363] > It goes to show us that they are not interested in a long run strategy. If > they were they would be focused on customer satisfaction and relationship > building. It is common retail/marketing 101 knowledge that you make your > greatest return from your existing clients and that it cost more money to go > out and get new customers. Here it would have been advantageous to simply > issue a statement to Debbie explaining what they explained here AND said > "given our commitment to our customers we will honor our unintended > commitment". In this Debbie becomes a satisfied customer who will return in > the future and spend more money, and tell others here and else where about > her positive experience. So to save $400 or so the just lost a huge > potential amount. > > my .02 worth: no change necessary. > > Jon > > -----Original Message----- > From: Robert Padjen [mailto:[EMAIL PROTECTED]] > Sent: Thursday, October 18, 2001 11:39 AM > To: [EMAIL PROTECTED] > Subject: Re: Word of Caution [7:23363] > > > It is unfortunate that this company will not stand > behind their errors - myriad stories exist about $1 > airline tickets to Paris and other elements. The email > says 80% of price - $600 - 80% is a $20 error if I > read this right. > > > --- "[EMAIL PROTECTED]" > wrote: > > I feel it necessary to respond to this issue at this > > point in time. I do > > not know Debbie, nor have I communicated with her in > > any way and I do not > > intend to do so regarding this issue. I try to > > never judge a company or > > person before hearing BOTH sides of the story. > > However, since you felt it > > necessary to weigh-in on Debbie's email. I will now > > act as judge on what > > appears to be the facts. > > > > I do not know what country either your company or > > Debbie are operating in, > > however I can only quote United States UCC (Uniform > > Commercial Code) which > > applies to ALL transactions in ALL states, whether > > by private parties or > > public businesses. > > > > Only Three things must exists for a legal contract > > to exist: > > > > 1 - An Offer > > Debbie's submission of her $100 bid to your system. > > > > 2 - Acceptance > > Your email back to Debbie stating that her offer had > > been accepted > > > > 3 - Consideration > > When Debbie provided her credit card number to the > > Pay system, it is > > legally the same as placing cash in the hand of one > > of your company's > > employees. > > > > Based on the evidence above, you both continue to > > have a legally binding > > contract and in addition, you both have written > > evidence of that contract > > (in other words, not a verbal contract) which makes > > the case very strong. > > > > I am not a lawyer and this is based on my personal > > understanding of the > > law. > > > > If both parties operate in the United States, your > > company not only made a > > very poor decision by not fulfilling your obligation > > to Debbie, you have > > also broken US commercial tort law. > > > > John Squeo > > > > > > > > > > > > "Robert > > Davie" > > > > cc: > > Sent by: Subject: > > Re: Word of Caution > > [7:23363] > > > > nobody@groupst > > > > udy.com > > > > > > > > > > 10/18/01 > > 10:43 > > > > AM > > Please > > respond > > to > > "Robert > > > > Davie" > > > > > > > > > > > > > > > > > > I would like to respond to a message (below) that > > went out over a > > GroupStudy > > mailing list regarding our company. > > > > When our system is functioning properly (99%) we > > have two mechanisms that > > work that were not working when Debbie placed her > > order: > > 1.. A guard against low-ball offers for items that > > have sale prices. > > This > > guard prevents offers of less than 80% of the sale > > price. (Debbie's offer > > was $100 for a $600 item.) > > 2.. Order Acceptance. This was malfunctioning and > > accepting orders that > > were being declined. > > After explaining this to Debbie, who appears to be a > > very knowledgeable and > > market savvy person, we felt that the system > > malfunction would garner her > > understanding. > > > > She threatened to send out an email to the > > GroupStudy mailing list if we > > did > > not fulfill the order, and we indicated that we > > would respond to her email > > message. > > > > Having been in sales all my life and career and with > > happy customers > > ranging > > from AT&T to Sun Microsystems, I feel this is a very > > unfortunate > > occurrence. > > > > Robert Davie > > EVP > > Ph: 919-388-9993 x3102 > > Fax: 919-388-9992 > > ITParade.com, Inc. > > > > > > -----Original Message----- > > From: [EMAIL PROTECTED] > > [mailto:[EMAIL PROTECTED]]On Behalf Of > > Debbie Westall > > Sent: Wednesday, October 17, 2001 9:08 AM > > To: [EMAIL PROTECTED] > > Subject: OT: A Word of Caution about Vendor > > [7:23244] > > > > Greetings, > > > > I wanted to give everyone a heads-up on the list > > about > > a vendor I recently dealt with over the Internet. > > > > The web site is www.itparade.com. > > > > They are a site that acts as a "middleman" for > > sellers > > of equipment. > > > > Last week I put an offer on a router (2501). I admit > > the offer was very low, but I had never used this > > site > > so I figured "why not". A couple of hours later I > > received an email from them saying that my offer was > > accepted by the seller and I was to log on to > > another > > site to make payment arrangements. I logged into > > PitNeyPay.com to add my credit card info as > > requested. > > The next day I received a phone call from a person > > at > > itparade, saying they have pulled my offer, that the > > seller actually rejected my offer but itparade's web > > site was "broken" so the email went out incorrectly. > > The person at itparade, also mentioned that the > > seller > > would be more than happy to sell me that piece of > > equipment for 600.00 rather than my offer. Which > > would > > have been more than double my initial offer. > > Needless > > to say, I rejected that. > > > > I spoke to the Executive VP and the CEO of the > > company > > to no avail. They will not stand behind the email > > that > > came to me that my offer was accepted. > > > > Just wanted to give everyone a heads-up to STAY AWAY > > from this site. If it sounds to good to be true, it > > probably is...... > > > > Has anyone used them before or heard of them. > > > > Thanks > > > > Debbie > > > > > > __________________________________________________ > > > === message truncated === > > > ===== > Robert Padjen > > __________________________________________________ > Do You Yahoo!? > Make a great connection at Yahoo! Personals. > http://personals.yahoo.com Message Posted at: http://www.groupstudy.com/form/read.php?f=7&i=23421&t=23363 -------------------------------------------------- FAQ, list archives, and subscription info: http://www.groupstudy.com/list/cisco.html Report misconduct and Nondisclosure violations to [EMAIL PROTECTED]
