A word of warning, was:- ER40 Backplate mounted chuck

>
>Dear Mr Leach,
>
>Just for your future reference, it myself whom you spoke to, my name
>is Anthony.
>
>I would first like to make the apology that when you called in January
>there was no one available but the sales team were all working away
>from home over the weekend in London supporting the Model Engineering
>Exhibition at Alexandra Palace. Secondly I would like to apologise
>that no one called you back upon our return but as other traders who
>may visit this forum would tell you, post show is a very very busy
>time sorting out orders, getting back organised, re-stocking, sorting
>out back logs of work which has generated in the 2 or 3 day absence
>from the office, as well as having skeleton staff for the most part of
>the week after with people trying to catch up on a bit of family time
>after being away from home for 4 days.
>
>Recalling our conversation earlier in the week, you advised me that
>you had been over charged on the collet chucks as you had seen them
>advertised on the back of certain publications dated from December
>which are now no longer valid and were not vaild when your order was
>placed on the 6th February. You advised me that you had been verbally
>quoted alternative prices but upon receiving your invoice found that
>you had been over charged. I explained that, as the issues of the
>publications were no longer valid and you had no proof of being quoted
>these prices I was unable to re-credit your credit/debit card. I did
>explain though that as a goodwill gesture, even though you could not
>give proof of being quoted these prices, I would arrange for a credit
>note to be put on to your account, as explained by my colleague
>previously, which you refused to accept, or I presumed that was the
>case after having the phone put down on me and abruptly ended the
>call. This is after I had been given a verbal insult which has not
>been mentioned in any prior post. The other option I gave was to
>return the products to us and we will recredit your card minus a 10%
>handling fee.
>
>We are not in the business of upsetting customers, over charging
>people and many other accusations which are occssionally thrown our
>way. Within this company, we are all working people, whom all have
>families and mortgages and other bills who come to work every day like
>everyone else to try to earn a living, believe it or not, we are all
>honest hard working people here.
>
>I would like to make the offer still available to you, if you wish to
>contact me personally then please do not hesitate to do so and I will
>arrange for the credit note to be raised for you. Alternatively, as
>you are not located a million miles away from us, if you had the time
>or were in the area I would like to make it known that you are most
>welcome to visit our showroom where I will personally speak to you,
>over a coffee if required.
>
>I would hope we can come to some amicable agreement as soon as
>possible.
>
>Regards
>
>Anthony
>Chester UK Limited
>
>This is all well and good but it always surprises me why in the case of
>small amounts, negligible to their business in fact, that companies don't
>just sort things out as the customer wants and spread some goodwill rather
>than the reverse. I have no doubt that a district judge in a small claims
>court would find Tim's version of events entirely plausible and reasonable
>and supported by the price quoted in the magazine and that he would end up
>keeping both chucks and be awarded a refund of the overcharge plus costs.
>Offering credit notes when you've already made a mistake and pissed someone
>off is basically adding insult to injury in my book and a clear indication
>that the company is more interested in a few extra quid sales than its
>reputation.