New SI Screen Ordered

[netroamer]

It is astounding...the screen was second in line Friday to be worked on and possibly shipped that day. As of Monday, it may be shipped Tuesday, but still no confirmation. Boy, that is some production line!!!

[W9TR]

I think you would be surprised at how small and boutique most companies we deal with in audio and HT really are. This is not at all surprising.
Tom

[netroamer]

Originally Posted by W9TR

I think you would be surprised at how small and boutique most companies we deal with in audio and HT really are. This is not at all surprising.
Tom

Large or boutique, companies must be customer centric. When they commit to a date, they honor it and don't wait for you to chase them for an explanation as to why they did not!
I owned a small company; 12 employees and around $4MM in sales. When we, for whatever reason, were in jeopardy of missing a customer ship date we pulled out all the stops and worked overtime and weekends to assure prompt delivery and we still made money as customers knew they could rely on us. I expect no less from vendors with whom I do business.

[W9TR]

Good points John.
I guess I've let myself become accustomed to mediocre service from smaller outfits that don't have the resources to increase production output when needed. Most audio and video manufacturers are smaller than your $4M business.

[thughes]

I guess I've let myself become accustomed to mediocre service from smaller outfits that don't have the resources to increase production output when needed

... but in the long run it hurts them. I have considered SI screens, and I have been following this thread. It does give me pause. I could very easily cross SI off my list.

[netroamer]

I called the dealer today to verify they received the screen, as last promised, to be told that SI will ship the screen today. I told them to keep it...I'm done!

[jdandy]

John......I certainly can't blame you for that decision. In my opinion, SI should have immediately manufactured a replacement screen and shipped it once they were notified of the shipping damage to the first one. Your order should have taken precedence over all other orders that came in after your initial order. The prevailing attitude from SI seems to have been we'll get to it when we can. That is not how customer satisfaction and loyalty is built.

[Glenee]

John,
I think your right in your decision. Like Dan said that should of took precedence over everything going and your screen moved to the front of the line. It should of been done and out the door for a satisfied customer and then back to normal work load.What some companies don't understand is a missed day is sometimes a week in shipping time.