LINDA BLOSSOM on wed 27 nov 96
Dear Kevin and all,
I recently ordered Lee's kiln wash from Axner. It was backordered for
nearly a month. But they got it out. I don't have any testimonials yet,
however, I did want to relay a good experience with Axner. I ordered a
Sugar Creek spray booth. It was the 200 dollar model with a regular fan.
I spoke with Sugar Creek and they told me that it was not powerful enough
to handle my spray gun. I needed the squirrel cage motor and while I was
at it I decided to get the larger booth. I rechecked the Axner catalog and
didn't see any guidance that would have helped me make the right decision
in the first place. So, I called and asked for Howard. He was very
forthright, telling me that since neither the catalog, nor the person
taking the order had told me that this booth had limitations, that it was
their fault and asked what I wanted. I asked that the booth be picked up,
refunded, and the larger booth sent out. I felt that the shipping was
going to get too high what with spray booths coming and going. He agreed.
I received a full refund on the first booth, including the shipping charge
and the booth was picked up by UPS. Howard didn't rationalize or give me a
hard time in the least. I don't like their restocking fee or anyone
else's. I do understand it. However mail order is a gamble for everyone
and I do feel that the order takers on the phone are the equivelant of a
sales person and should be knowledgeable and willing to use that knowledge
to the benefit of the customer.
I recently had a 10 pound bag of barium carb from Laguna turn out to be
anything except barium carb. It was replaced - after my receipts for the
last year were checked by them. I lost a lot of time tracking it down
and remaking the ruined backsplash. Again I learn to only buy full bags. I
would see this practice of replacing the material only as the standard and
it probably is. Then I talked to Frank Tucker and he told me a story of a
worker packaging copper oxide for cobalt oxide. When the potter's pots
came out with green rather than blue decoration, Frank told the potter he
would pay for the pots. Luckily, customers liked the green and he didn't
have to do that. Now I call that Ethics.
Linda Blossom
2366 Slaterville Rd.
Ithaca, NY 14850
blossom@lightlink.com
http://www.artscape.com
607-539-7912
Kirk Morrison on thu 28 nov 96
On 27 Nov 96 at 12:49, LINDA BLOSSOM wrote:
> ----------------------------Original message----------------------------
> Dear Kevin and all,
>
> I recently ordered Lee's kiln wash from Axner. It was backordered for
> nearly a month. But they got it out. I don't have any testimonials yet,
> however, I did want to relay a good experience with Axner. I ordered a
> Sugar Creek spray booth. It was the 200 dollar model with a regular fan.
> I spoke with Sugar Creek and they told me that it was not powerful enough
> to handle my spray gun. I needed the squirrel cage motor and while I was
> at it I decided to get the larger booth. I rechecked the Axner catalog and
> didn't see any guidance that would have helped me make the right decision
> in the first place. So, I called and asked for Howard. He was very
> forthright, telling me that since neither the catalog, nor the person
> taking the order had told me that this booth had limitations, that it was
> their fault and asked what I wanted. I asked that the booth be picked up,
> refunded, and the larger booth sent out. I felt that the shipping was
> going to get too high what with spray booths coming and going. He agreed.
> I received a full refund on the first booth, including the shipping charge
> and the booth was picked up by UPS. Howard didn't rationalize or give me a
> hard time in the least. I don't like their restocking fee or anyone
> else's. I do understand it. However mail order is a gamble for everyone
> and I do feel that the order takers on the phone are the equivelant of a
> sales person and should be knowledgeable and willing to use that knowledge
> to the benefit of the customer.
I called Axner to order some bats as I couldn't get any locally at the
time. Well to make a long story short they were very helpful and they
arrived almost before the charge had a chance to hit my credit card. I
was debating between the plastic and the masonite, I decided or order
several of the plastic ones and I am very happy with them.
Kirk
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