On Fri, 2 Feb 2007 18:55:00 UTC, John Rumm
wrote:

It always amazes me how companies miss opportunities like this to create
a little extra goodwill with potential customers. How difficult would it
be with a relatively low value item like this to simply have said
"thanks for letting us know, we will send out a new one to the customer
and you can keep that one".

Yes, I have had such good service recently. AdvancedMP3players had an
order from me, for a case for my MP3 player. I made a mistake and
ordered the wrong case, partly because the 'right' one was out of stock
and I thought another one also fitted.

Put in a support ticket, got an RMA number and sent it back. I got email
feedback all the way. Waited about ten days, as they'd said, and had an
email saying it was now in stock, closely fopllowed by another saying
'processing', another charging me the extra (about 7 quid including the
new carriage), and another saying 'dispatched'.

The first order was sent by post at my request to my PO box. They sent
the second by Citylink, and they couldn't deliver of course. Within a
couple of hours I had email from the company saying that Citylink had a
problem (didn't know what at this stage). Citylink were useless as
usual; called for 10 mins and had the phone picked up and put down.
Eventually got through and discovered the problem.

Emailed the sender, to get them to authorise a new address. "No", they
said. "We'll reclaim that one in our own time; meanwhile we'll send one
by post to your PO box". And they did; arrived next day.

Excellent.

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