[Jewelry making - Article 00307] - Re: [Orchid] [Archive Post] What's going on with Rio Grande?

[Hanuman]

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From: "Ivy Fasko" <ivy AT edera-ivy.com>

    Another Rio Rant..... 

    I held for about a half an hour to 45 minutes yesterday before they
    answered.  The rep was polite when he came on line, but that is
    still way' too long a wait time!!!  Especially when Andrea said the
    new reps would be on line at the beginning of August.  Wish I had
    another source for what I wanted to order.  And worse yet, the main
    thing i wanted is on backorder... which is not unusual in my
    experience over the last few months.  They always cite increased
    business, but that is getting old. 

    Ivy in Oakland 

From: "Sharon Perdasofpy" <perdasofpy AT cnbcom.net>

    I'm in agreement.  I have tried to order from Rio for about a week.
    I've called their 800# and then their regular #.  I never could get
    anyone to take my order.  Also I could not get an order through
    their web site, even though I e-mailed them, I've had no response. 
    There were highly effecient the many years I ordered from them but
    not now. Shron Perdasofpy 

From: ARands AT aol.com

    I thought  I  was the only one  to have had a problem with  Rio.
    Some months ago I ordered a vacuum caster, and when it came, I found
    the hoses    too short, and not as described in the manual..   They
    cheerfully sent out another caster---same problem,  then another
    caster,  same problem,    Four in all.   There they were, piled up
    in  my studio, waiting to be  repacked and shipped back, all of 
    which was time  consuming , and me with a rush job. Finally got one
    with the right length hoses.   Put an invested flask on  the table,
    and it  invested great---except that the pressure would not come
    down. Emergency call to  Rio---after being on hold for  eons, made
    contact with a tech, and finally they diagnosed the  problem.  It
    seems that the hose that should  have gone to the bell jar  had been
     attached by them  or the factory to the pump and vice versa.  
    Obviously no one checked before shipping it.   Finally got it  all
    straightened out.   What a mess.  Investment had turned  solid,  had
    to be scraped, and new investment prepared.  Caster worked o.k. for
    the rest of the flasks. During all this catastrophe, beginning with
    the first   vacuum they sent out until my last encounter with them,
    I must admit that everyone I spoke to was very courteous and
    attempted to be  helpful.  They Shipped out the replacement vacuums
    with next day delivery.  However, the repeated problems were
    exasperating,  and I lost a lot of  valuable time.  I can laugh at
    it all now, but at the time  it was very frustrating.  Alma 

From: "Pat Hicks" <earthings AT erols.com>

    I agree with Joanna G.  One shouldn't throw out the baby with the
    bath water.  Rio has been a good and smart and faithful supplier for
    a very long time.  I've used them for a very long time with almost
    no problems.  A small one on occasion was immediately rectified. 
    This recent hiccup is clearly temporary.  My previous post about  a
    successful call today should serve to show support for them in this
    trying time.  Would you want less from your customers ? 

    At least Rio pays attention, unlike Gesswein - when they sent me a
    very outdated catalog and said I could just call to get the current
    pricing.  From a '96 catalog I'm supposed to feel like a valued
    customer ?  Am still waiting for a new one in spite of sending an
    order from the old.   Rio would never do that.  They have earned my
    loyalty, for good reason, and get the lions share of my business. 

Pat Hicks

From: "Pat Hicks" <earthings AT erols.com>

    You will all be happy to hear that I phoned them this morning and
    gave up again.  Even all circuits busy to deal with. However - after
    lunch I tried again. ** A whole new world.  Message gave wait time
    of 30 min. but then said so that not to lose your place in line you
    could press 1 to have an agent call you back.  It confirmed my phone
    number automatically and then asked my name and customer number. 
    Sure enough, in almost exactly 30 minutes a most charming and smiling
    agent took my order promptly and efficiently and it was a very nice
    experience.  That is a very fine "Save" on Rio's part, and the long
    apology recording was gone as well.    Thought I'd give you all
    hope.  Do try again. 

Pat Hicks 



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