The Thread: Act XXV - Scene One
To offer the readers of
"The Thread" some explanation
and to clarify some matters,
Birdfish returns to make a post.
First to clarify some mis-information posted ...
we never suggested the photos were put
in PhotoShop by the photographer.
We said we (and you) have to do so
to see what it really looked like.
Here is another one of the original
photos taken by Damselblue right after she
received it, with the lighting adjusted to
see how it really looked more accurately.
Had the color not been burnt out by
flash overexposure, there would be much,
much more color visible than shown here.
For those that think this is cut and dry,
here is the story so far.
Two to three times as many people
thought that this rock was worth the
less than $3 a pound or okay
(or better), than didn't.
We appreciate (almost)
opinions. Thank you all very much.
We have had many customers who would
have loved the rock. I'd like to
cover a few customer service issues
because I think they're important.
One thing is that our customer service
does not merely take action if there
is a problem, it starts before you order.
In this case, Damselblue attempted
(twice) to order XL's.
She was talked out of that based on
other information she was giving us.
She would have received half as many
pieces TWICE as BIG had we not done so.
Many companies would not have cared
enough to do that in the first place.
Damselblue Wrote: "My father called
to speak with you and you will not
even speak with him."
Damselblue's father called and left
a message on our office answering
machine after closing hours on Friday
night (7 p.m. local time here), although
he did not state who he was. He called
again during business hours Monday and
talked to our office. The only thing that
"refused to talk to him" was our answering
machine (but it did listen), which typifies
the accuracy of what has been put forth here.
And, he asked why "the rock was dead."
Now, nowhere on our website does it
say we sell small rocks, so any definition
is a moot point.
As shown in our previous post, it was
clearly stated the regular box is medium-large
to large sized pieces. The word small pieces
or rocks was not there, is not on our website,
and never was. We send people away all
the time who are looking for small pieces.
As for seeing our rock, we see it all
the time, and probably a greater percentage
of it than most other sellers. I spent
so much time at LAX I have jet fuel
in my blood, and I like the smell of it.
As an example, another customer who
also received a box of this particular
Fiji shipment, sent pictures ...
when it came in, and again yesterday.
It looked very like those here when
it came in, and now it looks fantastic,
less than two weeks later. He got a
live seastar. So how long does rock
sit when there are live seastars?
Many moons ago when I was customer
service director for a "Fortune Second 500"
company, I learned that customer
service problems can only be solved after
the irate customer has stopped ranting.
They have to let the steam off before you
can arrive at a reasonable and fair solution.
Rarely, an irate customer may feel that
the ranting must not have been sufficient
or a solution would have been forthcoming.
Also the more fiction, the harder it is
to find the facts. You can't solve
the problem until you have all the facts.
If a customer is complaining that they
ordered blue, when they really ordered
and got red, sending blue is not the solution.
Then it will have supposed to have been green.
We have offered Damselblue a couple of
possible options to help remedy her situation.
And, if possible, we hope that something
can be agreed upon to make her happier.
Voice of Reason
Birdfish, I really don't think you need
to say anymore.
Obviously this live rock was bought by
a novice who expected way more than
reality will allow.... "please forgive already."
In time, Damselblue will see and experience
what we all have with live rock orders and
that's inevitable as we all know ...
" THANKS EVERYONE! "
...Continue to Act XXV