DrDyno
member
Reged: 09/08/07
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Customer Service is NOT dead in America!
#4255224 - 12/17/10 08:28 PM
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Hi All,
Just want to share I received GREAT eyepiece support from Agena Astro!
I ordered a low power, wide view eyepiece from agenaaastro.com. It was my first purchase from them. I received it, cross country, in three days and tried it that evening.
My coulter-equipped 10" f4.5 is optimized with the focuser as close as possible to the secondary. The eyepiece I ordered couldn't reach focus! "Manish" at Agena said to send it back and he would check any other eyepiece in their inventory to see what would work for me. I suggested several other eyepieces I would be interested in and, not only did they try them, they reported back how many more mm's out (from the eyepiece I had ordered) they reached focus.
Needless to say, I was shocked to receive such service for a relatively inexpensive purchase. I chose one with an additional 13.5mm out-travel and, received it just three days later, along with a refund for my original purchase!
I'm totally happy with my new, $69.00, GSO "SV" 30mm for lower power "find it" work and blown away with the service I received from Agena Astro!
Thought y'all should know.
Happy Holidays from Florida!
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russell23
Post Laureate
Reged: 05/31/09
Loc: Upstate NY
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Re: Customer Service is NOT dead in America!
[Re: DrDyno]
#4255231 - 12/17/10 08:32 PM
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I've been extremely happy with every purchase I've made from Agena Astro.
Dave
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jrbarnett
Eyepiece Hooligan
Reged: 02/28/06
Loc: Petaluma, CA
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Re: Customer Service is NOT dead in America!
[Re: DrDyno]
#4255238 - 12/17/10 08:36 PM
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Yup. Agena is excellent.
Regards,
Jim
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Vondragonnoggin
Post Laureate
Reged: 02/21/10
Loc: Southern CA, USA
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Re: Customer Service is NOT dead in America!
[Re: jrbarnett]
#4255240 - 12/17/10 08:39 PM
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Some of the best sale prices around and consistently go on sale. great service too.
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helpwanted
Post Laureate
Reged: 07/04/07
Loc: Phoenix, AZ
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Re: Customer Service is NOT dead in America!
[Re: Vondragonnoggin]
#4255252 - 12/17/10 08:50 PM
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Manish at Agena is the best!!!
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EdTheEdge
Pooh-Bah
Reged: 04/10/09
Loc: Lomita, CA
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Re: Customer Service is NOT dead in America!
[Re: helpwanted]
#4255261 - 12/17/10 08:54 PM
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Do they have a store front?
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eklf
Pooh-Bah
Reged: 05/12/07
Loc: Carrboro, NC
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Re: Customer Service is NOT dead in America!
[Re: EdTheEdge]
#4255307 - 12/17/10 09:20 PM
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Yes, Manish offers great personalized service, even for low ticket items. He is the best.
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BDS316
Carpal Tunnel
Reged: 09/16/09
Loc: Sol 3
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Re: Customer Service is NOT dead in America!
[Re: DrDyno]
#4255345 - 12/17/10 09:50 PM
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What was the first eyepiece that you tried that did not reach focus?
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edl
professor emeritus
Reged: 06/24/04
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Re: Customer Service is NOT dead in America!
[Re: BDS316]
#4255390 - 12/17/10 10:21 PM
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I've purchased several items from Agena Astro.
Excellent service, good prices, and all arrived as advertised to my Canadian address.
Best,
Ed L.
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tjay
Carpal Tunnel
Reged: 02/03/07
Loc: just outside of Toronto
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Re: Customer Service is NOT dead in America!
[Re: edl]
#4255409 - 12/17/10 10:32 PM
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Agena Astro is great. I've always had very good service from Manish.
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JIMZ7
Pooh-Bah
Reged: 10/22/05
Loc: S.E.Michigan near DTW
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Re: Customer Service is NOT dead in America!
[Re: tjay]
#4255467 - 12/17/10 11:34 PM
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I purchased a 2" star diagonal from Agena 2 weeks ago and a lady named Sarah I believe helped me over the phone and I received the diagonal in 47 hours from California to Michigan. I received emails about the shipping/delivery etc.which showed how they care about each sale. Agena Astro's customer service is first class! I use to be a customer service rep.for 18 years and treated each customer as if I knew them or where part of my family.
Jim
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Fimpster
Carpal Tunnel
Reged: 09/24/09
Loc: Aprox. 1 AU from Sun
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Re: Customer Service is NOT dead in America!
[Re: JIMZ7]
#4255551 - 12/18/10 12:16 AM
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I've purchased from Agena several times. Agena = excellent!
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Hothersale
super member
Reged: 10/13/09
Loc: Victoria, BC
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Re: Customer Service is NOT dead in America!
[Re: Fimpster]
#4255558 - 12/18/10 12:20 AM
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Ditto what everyone said.
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DrDyno
member
Reged: 09/08/07
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Re: Customer Service is NOT dead in America!
[Re: BDS316]
#4255594 - 12/18/10 12:42 AM
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Quote:
What was the first eyepiece that you tried that did not reach focus?
That would be the GSO Kellner 32mm.
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pogobbler
sage
Reged: 09/30/08
Loc: Central Indiana, USA
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Re: Customer Service is NOT dead in America!
[Re: DrDyno]
#4255706 - 12/18/10 03:48 AM
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It's very nice to hear a story of good customer service like this once in a while. I've dealt with Agena once before and, though there were no hitches in the process that warranted any serious test of their customer service, everything did go perfectly smoothly from start to finish. I can't recall hearing anything but good things about their customer service. I'm all for companies with bad customer service getting called out on it, but I think people ought to speak out more about occasions like this instead of just posting about when things go bad.
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bcuddihee
Carpal Tunnel
Reged: 11/04/06
Loc: Cincinnati Ohio
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Re: Customer Service is NOT dead in America!
[Re: pogobbler]
#4255750 - 12/18/10 05:30 AM
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I've always had great experiences dealing with Manish. He was ready to go above and beyond what most folks would consider normal for the industry.
bc
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Don Trinko
Carpal Tunnel
Reged: 07/05/09
Loc: Ohio
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Re: Customer Service is NOT dead in America!
[Re: bcuddihee]
#4255821 - 12/18/10 07:33 AM
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Orion and ScopeStuff also have excelent service. None of the dealers have bad service but the major manufactures / importers are lousy at best. ( Celestron and Meade)
All IMO; Don T.
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richsvt
sage
Reged: 01/09/09
Loc: North Shore of Boston
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Re: Customer Service is NOT dead in America!
[Re: bcuddihee]
#4255938 - 12/18/10 09:34 AM
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Manish is excellent. I have always had great service and products from him. Top notch! He is on my default list of vendors.
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Corky
scholastic sledgehammer
Reged: 04/22/08
Loc: Ohio, USA
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Re: Customer Service is NOT dead in America!
[Re: DrDyno]
#4256872 - 12/18/10 05:22 PM
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Two thumbs up for AGENA!
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JadeSmith
scholastic sledgehammer
Reged: 07/15/08
Loc: SE Michigan
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Re: Customer Service is NOT dead in America!
[Re: Corky]
#4257883 - 12/19/10 08:08 AM
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I have also had great experiences with Manish.
It seems the "small guys" tend to give better, more personalized service than the "big guys" (with the exception of Astronomics of course).
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j3ffr0
Pooh-Bah
Reged: 07/06/08
Loc: Virginia
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Re: Customer Service is NOT dead in America!
[Re: JadeSmith]
#4258278 - 12/19/10 12:09 PM
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This is a nice story where the vendor clearly took that extra step. I have been pleased with customer service I've received from US-based Vendors. The vendors who have had occasion to "make it right" after something didn't work out are OPT, Orion, and Astronomnics. All three were willing to take reasonable measures make things right. Astronomics was actually willing to buy a piece of gear back from me at reasonable price. I ended up holding onto it, but you really can't ask for more than that.
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Joe Cepleur
Pooh-Bah
Reged: 03/18/10
Loc: Dark North Woods
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Re: Customer Service is NOT dead in America!
[Re: JadeSmith]
#4258357 - 12/19/10 12:53 PM
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Manish and Sarah are the best! I especially like Agena Astro because they do *not* stock every possible item. I feel like when I shop there, they pre-screen the offerings so I am assured of best-of-class function and value.
Interesting that they helped you find an ocular that would focus. In general, they decline to recommend specific items. Perhaps they saw this as different, because they simply tested what would work, and then left you to choose?
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Manish
Vendor (AGENA AstroProducts)
Reged: 02/22/05
Loc: Los Angeles Area, CA
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Re: Customer Service is NOT dead in America!
[Re: Joe Cepleur]
#4258421 - 12/19/10 01:21 PM
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Hi everyone,
Thank you VERY MUCH for all the positive comments you have posted here about Agena. I feel fortunate to be able to do something I love [although my wife keeps prodding me to go back to Corporate America and get a real paying job  ] and interact with so many of you fine people.
>>they decline to recommend specific items.
>>simply tested what would work, and then left you to choose?
That is precisely correct. We will be happy to provide quantitative information about products if it is something we can measure or obtain, but refrain from making subjective recommendations or performance predictions.
Once again, we sincerely appreciate the patronage, support, and encouragement of every one of you.
Regards and best wishes,
Manish
Agena AstroProducts
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eklf
Pooh-Bah
Reged: 05/12/07
Loc: Carrboro, NC
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Re: Customer Service is NOT dead in America!
[Re: Manish]
#4258454 - 12/19/10 01:40 PM
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Quote:
. We will be happy to provide quantitative information about products if it is something we can measure or obtain, ....
Indeed this is what happened to me in my last transaction. There is a specific characteristic of some eyepieces I cannot tolerate. Manish was willing to test the eyepiece I was intersted in, and got back to me with the information that it would NOT suit my needs. Inspite that he lost the potential sale, he was willing to give me the information I requested. Can't really ask better than that.
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ams
super member
Reged: 09/30/06
Loc: Fremont, CA.
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Re: Customer Service is NOT dead in America!
[Re: DrDyno]
#4259446 - 12/19/10 09:53 PM
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I have also purchased from Agena and they are excellents.
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DeSoto Kid
member
Reged: 08/24/07
Loc: DeSoto, Texas
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Re: Customer Service is NOT dead in America!
[Re: ams]
#4259583 - 12/19/10 11:12 PM
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I certainly was impressed with what I have just read here. Word of Mouth (or word's written in this case) mean a lot. The next time I make an improtant purchase I will check with Agena first. "Here's looking at(or for) you, Manish.
Wayne
In DeSoto, Texas
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FlorinAndrei
scholastic sledgehammer
Reged: 09/28/10
Loc: California
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Re: Customer Service is NOT dead in America!
[Re: DrDyno]
#4281748 - 12/31/10 02:43 AM
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Well, you folks convinced me to purchase the eyepiece I was looking for from Agena. Excellent choice. The package arrived sooner than expected, even though I selected the slowest shipping. They gave me a free plastic cylinder thing to keep the eyepiece in when not in use. In the package there was a note from Manish saying basically "call me if anything is not alright, here's my number."
In general, it seemed like they made every effort to make me feel happy with the purchase. Yup, I'm gonna check them first next time I need some accessory.
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GeneT
Ely Kid
Reged: 11/07/08
Loc: South Texas
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Re: Customer Service is NOT dead in America!
[Re: DrDyno]
#4282342 - 12/31/10 11:44 AM
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One of my philosophies in life--be as quick to praise and to complain. When we get good service, we should note that, especially to the employees. Most of us are quick to complain when we get poor service.
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BruceS
member
Reged: 12/10/10
Loc: Maryland, USA
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Re: Customer Service is NOT dead in America!
[Re: DrDyno]
#4312864 - 01/13/11 08:56 PM
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The quality of customer service is tested when things are less than perfect. I’ve bought several items from Agena and all transactions have been flawless. One of my recent purchases was defective (no fault of Agena) and Manish was awesome. He was clearly interested in me being happy with my purchase and now I am indeed. It’s nice having a human at the other end that actually cares and answers your questions. 
…this was a bump-worthy moment
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Corky
scholastic sledgehammer
Reged: 04/22/08
Loc: Ohio, USA
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Re: Customer Service is NOT dead in America!
[Re: DrDyno]
#4314202 - 01/14/11 01:47 PM
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Well, after the precipitous recession of the last few years, the U.S. really had to do something to stop the slide.
First General Motors and Ford reacted to the challenge, and now Agena Astro steps up to the plate!
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Magnitude7
sage
Reged: 10/10/10
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Re: Customer Service is NOT dead in America!
[Re: Corky]
#4314322 - 01/14/11 02:37 PM
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I didn't realize this thread was about AganaAstro!
I must say...in all my dealings with various vendors, I have never encountered faster service than AgenaAstro. NOT EVEN CLOSE.
Whenever I am looking to buy a new piece of astronomy gear, the first vendor I always check is Agena. It is service like their's that makes me want to do business with them again and again.
Good Luck AgenaAstro!
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uniondrone
Carpal Tunnel
Reged: 12/05/09
Loc: Streetlight Archipelago
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Re: Customer Service is NOT dead in America!
[Re: Magnitude7]
#4314645 - 01/14/11 05:21 PM
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I concur with all the positive things said about AgenaAstro. Great service, lightning fast, good prices! One thing that hasn't been mentioned, however, is their website. I think that their website is probably the most searchable and user-friendly of all the astronomy vendors.
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gnowellsct
Postmaster
Reged: 06/24/09
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Re: Customer Service is NOT dead in America!
[Re: DrDyno]
#4314892 - 01/14/11 07:27 PM
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Quote:
Hi All,
I'm totally happy with my new, $69.00, GSO "SV" 30mm for lower power "find it" work and blown away with the service I received from Agena Astro!
Thought y'all should know.
Happy Holidays from Florida!
I'm glad the customer support was so good. You could have bought my GSO Super View 30mm on Astromart for $39 shipped. It went out yesterday. It was up for two or three weeks. Immaculate condition. Finally sold it to a person in Russia. I don't like to ship internationally but given the slow moving market didn't have much choice.
Greg N
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Magnitude7
sage
Reged: 10/10/10
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Re: Customer Service is NOT dead in America!
[Re: gnowellsct]
#4314969 - 01/14/11 08:04 PM
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Quote:
Quote:
Hi All,
I'm totally happy with my new, $69.00, GSO "SV" 30mm for lower power "find it" work and blown away with the service I received from Agena Astro!
Thought y'all should know.
Happy Holidays from Florida!
I'm glad the customer support was so good. You could have bought my GSO Super View 30mm on Astromart for $39 shipped. It went out yesterday. It was up for two or three weeks. Immaculate condition. Finally sold it to a person in Russia. I don't like to ship internationally but given the slow moving market didn't have much choice.
Greg N
Greg, you are one of the most respected guys on CN. Your posts often contain a wealth of meaningful detail that many of us are grateful for. I certainly do not wish to hurt your feelings here, nor do I wish to start any type of verbal war, with you or anyone.
But I think you are a little out of line on this one. It's reasonably clear to me that you are a little unhappy with not being able to sell your eyepiece locally, and I am sorry your transaction couldn't have gone smoother.
But that is no reason to make the OP feel badly about his purchase. He got a great deal on a great EP from a great vendor. We should all just be happy for his new purchase. After all, he is one of us...an amateur astronomer.
In any case Greg, thanks for all your posts. Keep 'em coming...
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csa/montana
Den Mama
Reged: 05/14/05
Loc: montana
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Re: Customer Service is NOT dead in America!
[Re: Magnitude7]
#4315130 - 01/14/11 09:56 PM
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I agree; let's congratulate our new member on his great purchase. Not everyone is a member of other websites, in order to buy. Also many are reluctant to buy used from someone they are not familiar with; or even to buy used equipment., period. Each of us have our own preferences.
The used unit sold, the new unit arrived for the purchaser, so all is good.
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GeneT
Ely Kid
Reged: 11/07/08
Loc: South Texas
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Re: Customer Service is NOT dead in America!
[Re: DrDyno]
#4315218 - 01/14/11 10:46 PM
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We should praise as well as complain. Thanks for the good words.
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