MH bulb comparison pics

[LostMind]

Originally Posted by venkiw

We do stand behind our product, we conveyed the info to our manufacturing line when we first heard about a 175 watts 10K mishap (till date we are not able to reproduce this at our end, because the only bulb returned to us worked ok), who in turn contacted APL the supplier of the MH salts for most MH bulb manufacturers in the world based in Urbana, IL. They gauranteed that this was not something with the mixture used, we have also requested a 21 point quality check in the manufacturing line at additional cost, in addiiton to the ISO 9001 quality assurance program. May be it was an overhead that was not needed but we still absorbed it.

I don't know what more to say.

Also our sales has grown exponentailly and we do make every effort to satisfy our customers, but you'll also agree that it does not work always.

We aim for 100% satisfaction but I am not sure if there any prodcuts with a 100% satisfaction.

Venki

Well, I think the above is excellent. People like to know they can get a quality product at a good price.

What I would have done in your position with the previous client who sent bulbs back to you, would have been to burn in a set of bulbs, ensure the colour quality was fine, and shipped out a new set. If the client wont accept a new set, I would apologise for his negative experience and refund all of his money. Charging a restocking fee and not refunding the shipping charges is like kickin the guy when he is down.

I do know a little bit about customer service and retention, I run a company in a fiercely competitive industry. We have been around since 2000 and plan to be around until the market is dead (hopefully a long ways ahead). We aren't the lowest priced option, so for us, customer service is the #1 factor in retaining our clients and acquiring all their business. It is also the only reason we acquire new clients - our satisfied clients refer their business partners and friends to us.

Anyways, as I have said several times, I think your product is good and your price excellent. If you had better distribution and a gentler hand when it comes to customer service, I think you have a formula for a long term, profitable business.