The present and future of post production business and technology

A great customer service story

So, I’ve had a bad week, twice ordering the wrong card for a particular configuration I manage. First I forget that this is a PCI-X install (one of only two left I have to deal with) and the second I misread specs on another card. The original purchase was from PC Pitstop, as was the follow up card.

There was no problem with shipping back the first incorrectly ordered card, and even though I’d opened the sealed inner package on the second before realizing my mistake, it was also accepted back without restocking fee.

That’s good, but when I realized my second mistake I got on their live chat and within a minute or two was chatting with Mark. I explained the situation and he made a couple of suggestions as he got closer to understanding the limitations of the configuration. Ultimately he made a different recommendation then took the time to check that it would work with the existing drive enclosures. He thought it would with one type and not with the other, but ultimately it turns out that neither were suitable.

But Mark didn’t stop there, he then pointed me to a Sonnet Tech card (that they did not carry), which sadly Sonnet have stopped making! Apparently determined to solve my problem even though there was no longer much chance of a sale (this time) Mark very quickly found a refurbished unit at another dealer and gave me the URL in the iChat.

Ultimately PC Pitstop are going to be refunding these purchases as they’re returned, but Mark, who appears to be a search engine master, has certainly guaranteed I’ll be shopping there again some time in the future.