[Jewelry making - Article 00073] - Re: [Orchid] Lapidary Journal

[Mike Dibble]

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Teresa,

    With all due respect...I have to disagree with you concerning the
    comments many, including myself, have made concerning Rio's customer
    service issues. I can only speak for myself but none of the comments
    I 've made were motivated by a desire to have my "15 minutes" nor to
    jump on any "bandwagons". I have related nothing more than the facts
    of  the experiences my wife and I have had with Rio since they
    implemented their new system in July last year. 

    Prior to then, we were loyal, true blue, very happy Rio customers
    and we recommended them to many others who needed a reliable
    supplier. I think the people who know us would describe us as kind,
    generous, patient and compassionate people. However, in our efforts
    to be understanding and patient with Rio's situation and remain loyal
    to the one who "brung us to the dance", we were put in a bind
    numerous times in terms of filling our own customer's orders. 

    Our business is what pays our bills, feeds us, 2 dogs and 3 horses.
    Although we have been fortunate to see substantial growth in our
    sales this past year, we cannot afford to alienate new or existing
    customers by making them wait unnecessarily for their orders to be
    filled because our primary supplier has been derailed by a new
    software disaster. We are not hobbyists or part-timers and we can't
    operate our business waiting months for backordered supplies or
    findings to arrive, spend 20-30 minutes on hold, etc. There are only
    2 of us and there are simply not enough hours in the day. Maybe next
    year we can afford to hire someone part time and relieve some of the
    time constraints in our production schedule. Rio's service seems to
    be improving slowly but we have been forced to move a lot of our
    business to other suppliers who are hungry for the business. 

    Like so many others, I have always appreciated Rio's efforts to
    provide information and continuing education opportunities. However,
    I think it is also worthwhile to keep in mind that the accountants
    make sure these expenses are recorded in the appropriate columns. 

    I have read many of your posts both on Orchid and Artmetal. This
    particular post surprised me in that it seems a little out of
    character for your normally compassionate, upbeat and insightful
    comments. I never realized there was a "seasoned participants" club
    on either of these lists. 

    As one of the unseasoned participants, I will continue to offer my
    insight and experiences where appropriate and hope that others will
    do the same. 

    Best regards, 

Mike Dibble

Black Horse Design
www.black-horse-design.com 

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