Full Version: Laser Sketch
From: JimK (JUSTTHE4OFUS) [#1]
2 Feb 2006
To: ALL
I placed my first order last week and ordered different shapes and sizes of the marble, plus some boxes which I found to be unique and appeared very sellable. I always order two of each item to start with until I see what works and what doesn't, and what the quality issues might be. I also like to test the vendor's procedures, response time, etc.
The order came in a reasonable time for ground delivery and I didn't think the shipping was bad considering the weight. Pretty much I liked what I saw but I haven't done any actual engraving on them yet.
There were two pieces (same item) missing and there were two items that were missing a small part (the clasp on the back that holds the marble in the frame). I called them, and not paying attention to the time difference from here to there, called them after they were closed but they were still there AND they answered. The woman listened to my problem and got Jim to speak directly to me. He was very concerned and courteous. The two missing items were on B/O and should have been noted on the invoice and the two incomplete items were brand new to thir inventory and he had not seen the problem yet. Without hesitiating he said he was shipping new items and to keep the bad ones. Actually there is nothing wrong with them, they are beautiful, just the little plates that turn to hold the back in were missing. I offered to ship back to him but he wouldn't have it. It was his problem and he would fix it.
Bottomline is, I liked the products I received, and the customer service aspect beats the other issues every time. I am sure that if the item was a rush order for a client he would have done whatever necessary to help me. That is a hard attitude to find today and the employees of larger suppliers don't often exhibit the quality service that Captain Jim did. My hat is off to him, I wll definitely be ordering a lot more from him.
All IMHO, for what its worth. My only suggestion to them, would be to call when an item is B/O in case it is for a fixed delivery date to allow us to say yes or no to the B/O or at least be aware of it even if we don't have a target date. Also knowing within 24 hours the items that are in or not in, could allow us to call our customer and pick something different or wait, but with all our expectations on the same page. I do this with JDS for example -I fax the order and on the items I am concerned about (in other words have a hard delivery date), I ask them to call me if B/O. On items I don't care about I tell them OK to B/O. They always call w/in one business day and let me know so I can still handle the order and my customer. I believe honest, and open communications is the first key to good practices and customer relations. The supplier, me and my customer all have the right to be happy on each and every transaction. On my next order I will ask to be called.
JimK
From: Cody (BOBTNAILER) [#2]
2 Feb 2006
To: JimK (JUSTTHE4OFUS) [#1] 2 Feb 2006
Jim,
Thank you for sharing your experience with LaserSketch. This makes me feel even more confident in them than I did before.
We just placed an order (earlier this week) with them for some 5" x 7" marble with easels. I spoke with Jim directly, and it was clear that he had the attitude of a customer-driven business. We haven't received the material yet, but I will post the results.
It's always wonderful to get to work with suppliers that treat us this way!
Cody
From: JimK (JUSTTHE4OFUS) [#3]
9 Feb 2006
To: ALL
Just as a follow-up. The replacement product Jim promised me arrived in 3 business days. This is great customer service! Now if I could just get that darn marble to engrave!
JimK
Message 2866.4 was deleted
From: Cody (BOBTNAILER) [#5]
9 Feb 2006
To: JimK (JUSTTHE4OFUS) [#3] 9 Feb 2006
Jim,
Same here...two of the pieces that we ordered were chipped at the corners. I left a voicemail for Jim, and he shipped them out immediately. We got them yesterday.
Cody