Well, this is good as far as it goes. However, there are systemic customer service/post-sales issues with Felder that this response does not address.
North America Felder is too proud of their products and too dismissive of their smaller?customers. The President stepping into one issue does not signal a broad surge in being proactive.
On Friday, May 12, 2023, 06:56, Christopher Rozycki <croz1950@...> wrote:
Excellent! Hope it works.
Chris Rozycki?
On May 12, 2023, at 1:03 AM, joelgelman via groups.io <joelgelman@...> wrote:
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This evening I sent this email:Dear Mr. duToit,
Allow me to introduce myself.? I am the reason you and all Felder Employees have jobs and a place to live and money to pay for food.? I am a Felder owner.? I am the customer.??
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As a Felder Owner¡¯s Group forum member for many years, I was very disappointed to read the above thread.? I personally had no negative experiences as my sales representative was Carl Knapp who is excellent, and there were no shipping or other issues.? It is easy when there are no problems.? What really tests the integrity of a company is how a company behaves when there are problems.
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If I were in your position, my response would be to call the customer personally without delay, say ¡°I am sorry¡± and offer to do whatever is needed to make things right, and then do it.
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Sincerely,
45 minutes later, I received this reply:Dear Joel
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I have been in touch with Steven and will make it right. Thanks for your care and support in sending this email.?
Ruan du Toit
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Mike D.
Annapolis, MD
AD951; K700S; N4400
