[mikefrantz]

This response has nothing to do with any of this thread, but I would like to address Customer Service. Please, this is not a rant!

I have seen lots of threads on C.S. I have been dealing with C.S. since 1991 and I have some observations.

1. Things are going to go wrong, I can bet on that.
2. Hopefully things do not go bad too often.
3. Where there is a problem DO NOT start with a post on LE

You see, when there is a problem, it might be the fault of the vendor, it could be the fault of the bank, it could be the fault of UPS, it could be weather, it could be a misunderstanding, it could be the customer, it could be the credit card.................there are lots of things, but I have seen customers post right on LE before contacting the vendor.

And I have seen posts on the weekend because the customer sent an email on Friday just before the end of the day and some customers think that none of us have lives...............ok, I work 7 days a week, but many vendors have a family, yard work, weddings and are not available all the time.

The question is: is the problem LIFE or DEATH? Can it wait til Monday?

I know some companies have 24/7 Customer Service, but this industry is small and at night we all turn out the lights and go home.

And always, when you speak to a Customer Service worker, or the owner of a company............STAY CALM............being mad will not help as much as being nice.

If you do not get the reply you want then ask for another person and then a sales manager, then the President/owner.

For those of you who say there is no reason to go through that many hoops............well sometime the employee does not really understand the problem, sometimes the customer does not express the correct information.

Trust me, this is the truth..............I have had employees to the point of tears, sometimes being called dumb and stupid and sometimes the phone call gets transferred to me and guess what?

Nobody calls be dumb and stupid! They can not get away with that, but my employees will take a beating for me, but I will stick up for my employees and I want to do what is right for my customer.

But sometimes we can be wrong and sometimes the customer can be wrong and sometimes it is the fault of both parties.

I think that once you have gone to everyone at the company and nothing works there are only two choices LE and 911.

I think Mike handled this well........he got on LE.
Since I did not read this entire thread, I have no comments, and again this response has nothing to do with how the Customer or the Vendor acted, this is just my thoughts on Customer Service.

Some customers have unrealistic expectations from those that they buy from. And sometimes sellers treat customers like they do not care one bit.

I think that most of the vendors should just follow the Golden Rule!!!!!

It is hard in these economic times to make a buck.

You notice that there are more sales then ever?

Do you think we have sales because we want to make less money?

We have sales because we understand that while almost every beadmaker is buying glass, tools and supplies, they are buying less.

I have been fortunate to have been in this business since around 1991 and have seen the good times and the bad times.

This is the BAD TIMES
Wish they were GOOD TIMES

Mike Frantz