Date:         Fri, 5 Jan 2001 13:54:35 EST
Reply-To:     JKrevnov@AOL.COM
Sender:       Vanagon Mailing List <vanagon@gerry.vanagon.com>
From:         Rico Sapolich <JKrevnov@AOL.COM>
Subject:      Re: customer service opinion needed about list vendor
Comments: To: jtallino@yahoo.com
Content-Type: text/plain; charset="US-ASCII"

In a message dated 1/5/01 12:27:05 PM, jtallino@YAHOO.COM writes:

<< So what do you think, am I over reacting?  Is it
reasonable for them to expect me to go through all
this hassle for their inadequate packing job? >>

Juli,

No and no.  In the distance I hear a litany of replies arising from the glut
of Bus Depot defenders.  Before we are swamped by these good souls, be
mindful that the BD is a MAIL ORDER BUSINESS.  As such, they are well aware
of the potential for shipping damage to occur.  With this rather common bit
of knowledge, it is within their purview to assure that their merchandise
arrives in good condition.  Anything less, they are not holding up their end
of the contract.

As an example of how it should be done, I offer this: In November my wife
bought a knockdown bookshelf from the Crate and Barrel.  It arrived in a
double box roughly 72X18X6 inches in dimension and probably weighing 50 lb.
When it was delivered, the UPS driver did not ring the doorbell, most likely
because he knew from experience that I would refuse delivery of a parcel with
so much visible damage.  I called UPS only to be told that it would be weeks
and a big hassle for me before this would be resolved.  My Sweetheart, with
her usual calmness, said to simply call the vendor instead of venting my
spleen all over the helpless UPS rep.  She was right.  Within 5 minutes of
talking to the customer service rep at The Crate and Barrel, a replacement
set of shelves were winging their way to me and a call tag was issued for UPS
to pick up the damaged goods at my house.  No additional charge/credit to my
AmEx account, no shipping charges and no hassle of dragging the package to an
UPS depot.  And, you know what?  I will not hesitate to order from them
again.

Rich