Sometimes we get the most interesting phone calls in the office. A few days ago, one of us got a call that I really want to talk about...
Guy calls in and says "Hey, I bought this Sword Model and it is missing some parts, looks like it was opened - can you send me the missing parts?"
DHS says "Sure, what is your name and when did you purchase it?"
Caller: "My name is xxxxx xxxxx and I bought it last week"
DHS: "OK, I don't see you in the computer here"
Caller: "Oh, I didn't buy it from you, I bought it from xxxx (an online retailer we all know)"
DHS: "OK, did you call them to tell them about this?"
Caller: "No, I don't really like dealing with them - they never help me out".
This exchange happens to us all the time! The customer was told he had to go back to the guy he purchased the model from to get help. If the retailer had trouble with the model, he would have to go back to where he purchased it. That's just the way the world works.
As much as we wanted to help the guy, it didn't make sense from a financial perspective. We charge a little more for our models because we have overhead: rent, utilities, staff, etc. and we offer full support on the products we sell. The retailer the guy bought the model from is working part time out of his basement.
Beware of who you buy from! There are a lot of guys out there who are honest and will treat you fairly. If you "don't want to deal with them" then you shouldn't purchase from them in the first place. Saving a few bucks up front will always cost you in the long run. Establishing a relationship with your supplier goes a long way if you need help down the road.
We appreciate the people who purchase from us regularly. We are not so big that people are "just a number". We stand behind the products we sell and will always favor the client whenever possible. I am proud of the staff we have here and believe that anyone who has dealt with us has been treated as fairly as possible. These guys (and girls) work hard to keep our customers happy - and we try to have a good time while doing it.
All for now... Thanks for listening.
Chuck
