The customer paid a premium price for fast shipping which didn't happen. He has every right to expect the extra costs refunded, paying at most standard shipping rates.
Anything Chris or any business does above the bare minimum is just done for good will. The customer doesn't have a right to expect it but going the extra mile usually pays off for the business. Other than the odd comment about closing the account it seems that Chris has went well above and beyond what he had to do. I do note that his post was in the wee hours of the morning so it might not be as clear as it could be.
Readers of this thread will remember that Outsville took care of business and then some. A few tips and shipping is cheap marketing although I don't think that was Chris's main reason for the way he handled the matter. He has proven to be deserving of the good will the board has for him.
I got a terribly botched order from Atlas. It was so badly botched, about eight out of twelve types of components wrong, I really suspected an angry employee trying to stir grief for the company. Another order for the shelves and to try a new product or two. I called Atlas near the end of a day expecting no problems. I wasn't angry, no big deal. After I got the customer service from hell then I was annoyed. Reported what happened on the cue builders forum mostly as a chuckle.
Everybody told me to talk to one man, he would make things right. Good idea, except that was the man that had been a total jackass. I ate over a hundred dollars of that order and have told the story many a time. Big size doesn't always equal quality service. Most of our suppliers in the pool industry are exceptional, including Atlas usually. I didn't quit doing business with them because of the messed up order, I quit doing business with them because of the messed up customer service. Must have been the end of a bad day for K.
Hu
