FHB Logo Facebook LinkedIn Email Pinterest Twitter X Instagram Tiktok YouTube Plus Icon Close Icon Navigation Search Icon Navigation Search Icon Arrow Down Icon Video Guide Icon Article Guide Icon Modal Close Icon Guide Search Icon Skip to content
Subscribe
Log In
  • How-To
  • Design
  • Tools & Materials
  • Restoration
  • Videos
  • Blogs
  • Forum
  • Magazine
  • Members
  • FHB House
  • Podcast
Log In

Discussion Forum

Discussion Forum

Customer Service

pm22 | Posted in Business on November 10, 2004 10:15am

I present these two responses from different companies concerning the same item. I ordered an exam prep book from the first and it arrived without an answer key. This is their response:

Mr. Michael,
 
     We charge $10.00 to ship out a copy of the I/G. Your best option would be to just print out a copy of the I/G from your home printer and save yourself the cost. If you still want me to ship you the I/G I will be more than happy to send it out to you but I will need a physical address and your C.C. info. Please let me know if you still would like a copy shipped to you. Have a great day.
 
The publisher/distruibutor sent these replies:
 

Amazon purchased this from us with out the answer keys.  We’re happy to send them your way! 

and this:

Erin, if you want to give Jen the answer key, I’ll ask her to fed ex it out for us (Jen, see me about a cover letter).
Thanks!

One organizatiion wanted me to pay them $10 to supply the missing information. The other immediately UPSed it out overnight free delivery. Which company believes in good customer relations?

~Peter

Martha Stewart should be immediately released and flown on Air Force One to Paris to save Yassir Arafat with her tender, loving care.

 

Reply

Replies

  1. User avater
    jonblakemore | Nov 11, 2004 01:32am | #1

    You have a thing for Martha?

     

    Jon Blakemore

    1. pm22 | Nov 11, 2004 03:23am | #3

      Marth is a fellow Breaktimer. We must stick together and help each other literally out.

      Indeed they sent me a pdf file of the answer sheet. 92 pages to print out and use up all my yellow ink. This is like ordering a cordless drill kit [includes two batteries] and you open the case and there is no battery charger and complain and they say the charger is $20 extra.I presented these two, real life examples of two different ways to deal with customer complaints. This was preceded with other exchanges in which the author's company insinuated that it was my fault for buying the book from Amazon instead of directly from them. Nothing was said in either advertisement. [Perhaps this relates to the tool question as to whether tools bought from Home Depot are inferior in quality to the same tool bought from a Mom & Pop store.

      Which operation would you, as a client, rather deal with?

      ~Peter

      Files and hacksaw blades needed for a certain jailhouse chili recipe.

      1. User avater
        jonblakemore | Nov 11, 2004 05:49am | #4

        Are you Martha Stewart? 

        Jon Blakemore

        1. pm22 | Nov 11, 2004 06:26am | #5

          No. That's somebody else.

          I'm trying to lead a serious discussion here.

          ~Peter

          Headline: Prison warden requests donations of fuscia paint and old, dyeable draperies.

          1. xhammerandnailsx | Nov 11, 2004 08:00am | #6

            A serious discussion about Martha Stewart?

          2. pm22 | Nov 11, 2004 08:20am | #7

            How can one have a serious discussion about Martha Stewart?

            This is a serious business topic concerning poor misguided customer service. Would you rather deal with an outfit that says they'll fix their problem for an extra charge or someone who will fix it immediately at their expense? I'm hoping Sonny Lycos will jump in here.

            ~Peter

            Laura is getting pretty peeved about George's mysterious late night trips aboard Marine One to West Virginia.

          3. User avater
            jonblakemore | Nov 11, 2004 05:59pm | #8

            I would defintely choose the second company over the first. 

            Jon Blakemore

          4. davidmeiland | Nov 11, 2004 06:25pm | #9

            Really, you might want to stop going to the extra trouble of adding the blue Martha Stewart messages to the end of every post you write. You say you're trying to lead a serious discussion, but that stuff makes you hard to take seriously. It might have been funny the first time... but that was a long time ago.

            Leave her in jail.

  2. FastEddie1 | Nov 11, 2004 02:26am | #2

    Give credit to the first  company for telling you where to find a downloadable free copy.

    Whenever you are asked if you can do a job, tell'em "Certainly, I can!"  Then get busy and find out how to do it.  T. Roosevelt

Log in or create an account to post a comment.

Sign up Log in

Become a member and get full access to FineHomebuilding.com

Video Shorts

Categories

  • Business
  • Code Questions
  • Construction Techniques
  • Energy, Heating & Insulation
  • General Discussion
  • Help/Work Wanted
  • Photo Gallery
  • Reader Classified
  • Tools for Home Building

Discussion Forum

Recent Posts and Replies

  • |
  • |
  • |
  • |
  • |
  • |
View More Create Post

Up Next

Video Shorts

Featured Story

A Classic Paint Sprayer Gets a Thoughtful Refresh

The Titan Impact X 440 offers great coverage with minimal overspray.

Featured Video

How to Install Cable Rail Around Wood-Post Corners

Use these tips to keep cables tight and straight for a professional-looking deck-railing job.

Related Stories

  • Smarter Stop Block
  • Square Walls Solo
  • Deck-Board Pry Bar
  • Insulation Scrap Dispenser

Highlights

Fine Homebuilding All Access
Fine Homebuilding Podcast
Tool Tech
Plus, get an extra 20% off with code GIFT20

"I have learned so much thanks to the searchable articles on the FHB website. I can confidently say that I expect to be a life-long subscriber." - M.K.

Get home building tips, offers, and expert advice in your inbox

Signing you up...

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
See all newsletters
See all newsletters

Fine Homebuilding Magazine

  • Issue 332 - July 2025
    • Custom Built-ins With Job-Site Tools
    • Fight House Fires Through Design
    • Making the Move to Multifamily
  • Issue 331 - June 2025
    • A More Resilient Roof
    • Tool Test: You Need a Drywall Sander
    • Ducted vs. Ductless Heat Pumps
  • Issue 330 - April/May 2025
    • Deck Details for Durability
    • FAQs on HPWHs
    • 10 Tips for a Long-Lasting Paint Job
  • Issue 329 - Feb/Mar 2025
    • Smart Foundation for a Small Addition
    • A Kominka Comes West
    • Making Small Kitchens Work
  • Issue 328 - Dec/Jan 2025
    • How a Pro Replaces Columns
    • Passive House 3.0
    • Tool Test: Compact Line Lasers

Fine Home Building

Newsletter Sign-up

  • Fine Homebuilding

    Home building tips, offers, and expert advice in your inbox.

  • Green Building Advisor

    Building science and energy efficiency advice, plus special offers, in your inbox.

  • Old House Journal

    Repair, renovation, and restoration tips, plus special offers, in your inbox.

Signing you up...

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
See all newsletters

Follow

  • Fine Homebuilding

    Dig into cutting-edge approaches and decades of proven solutions with total access to our experts and tradespeople.

    Start Free Trial Now
    • Facebook
    • Instagram
    • X
    • LinkedIn
  • GBA Prime

    Get instant access to the latest developments in green building, research, and reports from the field.

    Start Free Trial Now
    • Facebook
    • YouTube
  • Old House Journal

    Learn how to restore, repair, update, and decorate your home.

    Subscribe Now
    • Facebook
    • Instagram
    • X
  • Fine Homebuilding

    Dig into cutting-edge approaches and decades of proven solutions with total access to our experts and tradespeople.

    Start Free Trial Now
    • Facebook
    • Instagram
    • X
    • LinkedIn
  • GBA Prime

    Get instant access to the latest developments in green building, research, and reports from the field.

    Start Free Trial Now
    • Facebook
    • YouTube
  • Old House Journal

    Learn how to restore, repair, update, and decorate your home.

    Subscribe Now
    • Facebook
    • Instagram
    • X

Membership & Magazine

  • Online Archive
  • Start Free Trial
  • Magazine Subscription
  • Magazine Renewal
  • Gift a Subscription
  • Customer Support
  • Privacy Preferences
  • About
  • Contact
  • Advertise
  • Careers
  • Terms of Use
  • Site Map
  • Do not sell or share my information
  • Privacy Policy
  • Accessibility
  • California Privacy Rights

© 2025 Active Interest Media. All rights reserved.

Fine Homebuilding receives a commission for items purchased through links on this site, including Amazon Associates and other affiliate advertising programs.

X
X
This is a dialog window which overlays the main content of the page. The modal window is a 'site map' of the most critical areas of the site. Pressing the Escape (ESC) button will close the modal and bring you back to where you were on the page.

Main Menu

  • How-To
  • Design
  • Tools & Materials
  • Video
  • Blogs
  • Forum
  • Project Guides
  • Reader Projects
  • Magazine
  • Members
  • FHB House

Podcasts

  • FHB Podcast
  • ProTalk

Webinars

  • Upcoming and On-Demand

Podcasts

  • FHB Podcast
  • ProTalk

Webinars

  • Upcoming and On-Demand

Popular Topics

  • Kitchens
  • Business
  • Bedrooms
  • Roofs
  • Architecture and Design
  • Green Building
  • Decks
  • Framing
  • Safety
  • Remodeling
  • Bathrooms
  • Windows
  • Tilework
  • Ceilings
  • HVAC

Magazine

  • Current Issue
  • Past Issues
  • Magazine Index
  • Subscribe
  • Online Archive
  • Author Guidelines

All Access

  • Member Home
  • Start Free Trial
  • Gift Membership

Online Learning

  • Courses
  • Project Guides
  • Reader Projects
  • Podcast

More

  • FHB Ambassadors
  • FHB House
  • Customer Support

Account

  • Log In
  • Join

Newsletter

Get home building tips, offers, and expert advice in your inbox

Signing you up...

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
See all newsletters
See all newsletters

Follow

  • X
  • YouTube
  • instagram
  • facebook
  • pinterest
  • Tiktok

Join All Access

Become a member and get instant access to thousands of videos, how-tos, tool reviews, and design features.

Start Your Free Trial

Subscribe

FHB Magazine

Start your subscription today and save up to 70%

Subscribe

We hope you’ve enjoyed your free articles. To keep reading, become a member today.

Get complete site access to expert advice, how-to videos, Code Check, and more, plus the print magazine.

Start your FREE trial

Already a member? Log in