Date:         Fri, 5 Jan 2001 23:08:49 -0600
Reply-To:     Steve Sandlin <carlocks@TXUCOM.NET>
Sender:       Vanagon Mailing List <vanagon@gerry.vanagon.com>
From:         Steve Sandlin <carlocks@TXUCOM.NET>
Subject:      Re: Vendors and shipping

It seems that no matter what we do as vendors, sometimes the shipper is
going to mess up what we send out.  Several weeks ago, I sent some steel
keys to a chap in England for his Bentley, and he emailed me a few days
later.  One of the keys was bent.  These were packed in a paper envelope, in
a padded envelope about 4x4x6 inches with an additional wrapping of small
bubble wrap inside.  There was no damage to the outer envelope that he saw,
though the inner envelope was torn.

My solution as a vendor was to re-cut the key, second-day air it to him, and
make it right.  Yes, I lost a few bucks on that order, but he will send me
more business for my efforts, and continue to recommend me to his friends.

I am a one-man operation.  When there is a problem, I (the owner) is the
person who will solve the problem.  In the case of Bus Depot, I think Ron is
who should be contacted, though I understand he is out of town.  No matter
how good a business is, the people working for that enterprise will not
necessarily make the same decisions in the same manner as the owner.  Don't
bash the business, though, until you've given them ample opportunity to
rectify the problem.  Yes, I've screwed up orders, too; if I do it too
frequently, word will justifiably be spread and it will hurt me.  Just give
me (or any vendor) the opportunity to solve the problem.  We are all human
and most of us know that customer service is the biggest thing we have to
sell.  In my case, most any competent locksmith could do what I do, but few
are willing to go to the trouble to stock 75 different key blanks for cars
that can be as much as 50 years old, and they might sell only 1 a year.  My
customers come to me because they will be treated right.  I think most all
the vendors on this site feel this way.

Nothing, however is 100% perfect.  Just tell us when we make a mistake and
let us try to correct it.  I understand the need to vent at times.  I did it
recently with Camelback VW when the screwed up an order for me.  I called
and got no help, and posted so to the list.  I called back after I had
cooled off, spoke to someone with authority, and the problem was rectified
to my satisfaction.  Yes, they lost some money due to their mistake, but
THEY SOLVED THE PROBLEM.  I'll remember that.

Just my take on the whole problem.  Have a great weekend, everybody.

Steve Sandlin
Steve's Lock Shoppe
'84 Wolfsburg Westy
'79 Transporter
'00 New Beetle