Re: Damaged books (fwd)

[Erik Olson <erik@thekrib.com>]

Sorry for the late reply... been busy videotaping and editing wedding 
today.  

It's funny, 'cause my initial reaction was the exact same as yours, "woah,
this is very uncool."  Then my second reaction was, "well, I guess he was
kind of presumptuous and obnoxious about it, so I could see Diana's
point."  Where I am right now is agreeing with the rest of you, thinking
that BECAUSE Diana was so obnoxious back, we should just refund his money
rather than see this get worse.  I know Diana has done this sort of thing
in the past, so I'm a little worried that overriding her decision will end
up with yet another abandoned AGA position.

Scott is also right, we don't have disclaimers that say "not responsible 
for items damaged in shipping" or anything, so we should probably respond 
positively, probably offering to completely refund his money.

Any suggestions on how to proceed here?

  - Erik

On Sat, 1 Nov 2003, David Lass wrote:

> I come down also on the side of taking the small pain in the neck and
> pocketbook and being responsive to this fellow. It has not really been a
> probloem in the past, and if it becomes one in the future we can make a
> policy decision, but for this single one we should what he wants to keep the
> Customer happy.
> David
> 
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-- 
Erik Olson
erik at thekrib dot com

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