RE: filmscanners: A Good Epson Customer Service Story

["Laurie Solomon" <laurie@advancenet.net>]

Just as an additional afterthought I suspect that when the economy was
booming the corporate culture was such that they did not really give a damn
about the customers and customer service when downhill; however, with the
economy souring - especially the high tech economy - many of these
corporations have suffered from lost sales and profits which has caused the
corporate culture to undergo a change to the new attitude of giving customer
service and public relations a new high priority.  Thus, companies like HP
and Epson, as well as others, are now doing things that they would not have
done or thought about doing in the re past when business was good and .coms
were flourishing with everyone thinking that the economy was never going to
turnaround in this new high tech world which appeared to be operating under
new and improved economic laws.

-----Original Message-----
From: owner-filmscanners@halftone.co.uk
[mailto:owner-filmscanners@halftone.co.uk]On Behalf Of Arthur Entlich
Sent: Wednesday, May 09, 2001 3:19 AM
To: filmscanners@halftone.co.uk
Subject: Re: filmscanners: A Good Epson Customer Service Story




Gordon Tassi wrote:

> Laurie:  I guess we wouldn't expect less. However;  when we usually hear
> something about a company, the message is usually one that trashes them.
> Usually, when people are properly served, they say nothing about it and go
on
> their merry way.  It is nice to hear that a company, especially a large
> corporation, does do what it is expected to do.  Also, people will
remember the
> good impression messages when they are looking for a product and use that
> company's products over another's.  We then get a chance to vote for a
good
> company with our dollars.
>
> Gordon

I agree, and if I ever have a good story to tell, I'll get right on it ;-)

In more seriousness, I absolutely agree that good turns by corporations
should get equal time to the complaints.  In the case of Larry's story,
Epson went beyond their obligations.  The first scanner was out of
warranty by the time he told them about the DOA condition, and the 1200
could have been replaced with a refurb, as per their warranty contract.

Taking back both scanners and providing a higher end product was both
good customer relations and good business.  Epson has been getting a bit
of a black eye from the chipped cartridge thing on their printers, so
they are wise to try to make some friends elsewhere.

Art