[Jewelry making - Article 00024] - Re: [Orchid] Problems with Hoover & Strong

[Michael David Sturlin]

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    Daniel, Actually the very first thing I did was to go to an internet
    cafe in Bangkok and log on to the H&S website and send a very lengthy
    explanation of the situation by email, along with a plea for
    assistance directly to Torry Hoover. After waiting for two days and
    receiving no response what so ever, I called long distance at my
    expense several times. Not a single time was Torry available to speak
    with me nor did he ever attempt to call me back. His secretary Susan
    Brooks was very helpful but her delegation of the solution to other
    hands resulted in several more inept and completely inexcusable
    actions. The three telephone numbers and fax numbers I gave her as my
    contact numbers in Thailand were subsequently lost. My requests for a
    copy of the invoice for my replacement wire to be sent by fax and a
    confirmation call of when it was shipped out overseas were never met.
    I was told my package would arrive by USPS express mail and instead
    when it was sent by Fed Ex I was not apprised of the change in
    shipper. Since my telephone numbers in Bangkok were not included on
    the package with the address, there was no way for customs to contact
    me and the package accrued storage charges for three weeks along with
    the import taxes which Hoover &Strong's employees assured me in
    advance they would be responsible for. They later refused to pay for
    the tax which, after all, was a liability directly incurred by their
    original mistake to begin with. In the long run I was treated rudely,
    Torry and others were personally aware of the situation, at least I
    was told that they were familiar with the facts, and yet no one at an
    executive level displayed any interest in responding despite my
    several attempts to contact them. 

    I am glad to hear that you have experienced professional service from
    Hoover & Strong, which is essentially all that I expected to receive.
    Regrettably, in this particular instance I did not. 

Michael David Sturlin, jewelry artist msturlin AT qwest.net  
http://www.ganoksin.com/orchid/sturlin.htm
http://www.ganoksin.com/ftp/meet-michael.jpg
Michael Sturlin Studio, Scottsdale Arizona USA  

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