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Date:         Mon, 18 Jan 1999 17:21:09 -0600
Reply-To:     Marshall Ruskin <mruskin@PANGEA.CA>
Sender:       Vanagon Mailing List <vanagon@gerry.vanagon.com>
From:         Marshall Ruskin <mruskin@PANGEA.CA>
Subject:      Bentley Publishing handled defective book problem
Content-Type: text/plain; charset="iso-8859-1"

Dear Readers:

I am giving Bentley Publishers an A+ for Oustanding Customer Service.

Many of you are aware of the defective Vanagon book I received via international mail order.

Here is what happened:

I called "Lisa" at Bentley reception, and she promised to take ownership of my problem. Today, on my answering machine was a message from Mr. Tom Bowning, the Bentley Sales Manager, with his direct line, asking me to call him.

When I spoke to him, he was genuinely concerned about my problem. Since they are out of stock on the item, he was going to call my supplier and see if they could ship me a copy. Bentley said they would eat all the expenses, (customs brokerage, shipping etc).

If the supplier was also out of stock he promised to send me a new copy on Friday, from the next print run.

He also wanted to know if I had any ideas for new books, and wanted to know how I made use of their existing books.

I was very very impressed, they treated like my satisfaction matters! Right On Bentley!

Marshall Ruskin 84 Westy


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