Your quotation of my post was strictly Speaking from MY experience
with D.H.Fell..They did not, in fact, answer a single request for
a catalogue since 2005- nor respond to any email inquiry reagarding
available products. Everyone clearly has differing experiences with
DHF Co. yours good, mine substandard
Since I have had more success with the alloy I mentioned for the
winter white gold alloy from David Fell, I would not let any
miscommunication deter me from doing business with them. Having used
different white gold alloys, it would take some pretty bad behavior
to make me think of dropping them as a supplier. I do not throw the
baby out with the bath water, but I have had no problems.
I do remember years ago when Rio Grande was having massive problems
and was the subject of much contempt for months, and it seems now
everyone has forgiven them.
My opinion is that regardless of how Rio’s customer service is,
because of the diversity of their products not many could afford to
stop using them as easily as suppliers that have much more limited
and specific types of products. As I age, I realize I need to be more
forgiving as I make commitments that take me much longer to fulfill,
so I am grateful for the patience my customers have for me. And I am
more conscious about whether I am doing business or doing right
livelihood. My opinion is that the landscape of small business has
changed over the last ten years.
We work longer hours for less money, competition has increased,
materials cost more, we have to multi-task which means doing more
things, perhaps some not as well if we had more time, we have to
figure out where the money is and pay more attention to tasks we do
not enjoy just to survive. I feel that people want to give others the
attention they deserve, but perhaps the time demands create
limitationson time we have, and the result is having anxiety and
Walmart, costco, Sam’s club and fast food restaurants have changed
our expectation of customer service. You can get the same thing
everyone else gets the same way they get it, low quality for a low
price fairly quickly. No one has any product knowledge, the customer
service is that you can return any piece of crap easily.
Expectation is a predetermined resentment Good customer service is
not a right and it is not owed to us just because we choose to do
business with someone. It is something that can make a business more
successful, but there are a lot of businesses that are successful
that are not known for their good customer service.
Rant and rambling over.