Wednesday, November 09, 2005

This is how it should be done.

In the last 8 hours I have had the complete opposite experience with a place that I bought a toner cartridge for my printer. Here is what I wrote them:
Good day,

I am writing today to let you know about my disappointment with the product that I received from you.

I'm not sure why but it would seem that my transaction with your company has been doomed from the get go. Let me explain:

On September 15 I purchased and paid for the following toner cartridge off of your eBay auction site:

HP 92274A 74A Toner Cartridge 4L 4ML 4P 4MP LBP LB40

- After not receiving it for quite some time I contacted you and was told that it was a shipping error and that I would receive it soon.

- After still not receiving it I contacted you again. This time I was given another reason for it not arriving and told that another one would be shipped immediately. According to the box it arrived in it was shipped on Oct. 24. arriving shortly afterwards.

- While unpacking it I could not help but notice that it was leaking toner all over. Is this normal? It's quite messy and unpleasant to deal with. The first few copies came out fine. At this point I was willing to forgive the extended period of time it took to actually ship it.

- Then it started to print poorly. I have taken it out and turned around several times. This does not improve the print quality and only frustrates me further as I then have a toner mess to clean up. Now, no matter how much I rotate the cartridge it will not print properly. I am attaching a sample of what a typical print looks like now. It should be noted that throughout all of this I have only printed about 50 pages maximum. Surely this cartridge should be good for more than that!

Given that your history and eBay feedback would indicate that this is a rare occurrence I am hopeful that upon reading this you will do one of two things:

1- Refund my money
2 - At no cost to me send me a second cartridge that does not leak all over me and that works. (This would be preferable to option 1)

After everything that has gone on with this transaction I really don't feel that either one of my requests are out of line. Your feedback history would indicate that you are concerned with customer satisfaction. Well I'm not satisfied yet remain hopeful that you will be able to resolve this properly. Regardless of your decision I would appreciate hearing back from you.

Thank you for your time and anticipated response.

Here is what they wrote back less than 6 hours later:
We are so sorry about all the mishaps you 've had. Of course we will send you out a replacement. If you receive a label with the replacement please return the defective one with it.

Thank you for your businessThank you for your business !!! For orders 1 (877) 341 0987 Ext 1005 B Express It never hurts to have an extra toner on hand.

Now don't get the wrong idea. I rarely complain like this but after my struggles with IKEA I figured I'd give these guys a chance and the toner cartridge really did suck. So there you have it sports fans. The right and the wrong way to provide customer service.

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