I'm an old Bubbie Turtle, old enough to be most of your parents. :O) To me one of the most important things with buying Poser stuff, Is will the Merchant back his product???? Jim Burton is one who goes that extra mile. Love him for that. Darlinise went as far as to make new eyebrows on her Daisy for me. :O) Can you believe that, Bye-me-ok, another one who goes that extra mile. Oh and Harvey with his Gypsy hair gave me lessons, no kidding. BUT and The big But I have some who won't answere my questions. They have lost me as a customer. See thats the differant buying here than at Daz. you can return what you buy at Daz with NO Hazzle. Try that here!!! Just a big thanks to thoes who go the extra mile.

Love is Grandchildren.

i think they should, if there is something wrong with it, but how could that be? because all products here are tested first, as like me, i only do textures as i am not skilled in the modelling side of things, beauty is in the eye of the beholder, what you see is what you get basicly, but if someone by some slim chance finds any fault in my product, to reach a compromise, i would go to the ends of the earth, i firmly beleive the customer is always right..... take care KUMO

Then again sometimes the problem isn't with the product but with the person trying to use it :) I don't always read the instructions before I start playing. Rob

Yeah i agree. some are super stellar and others less so. the ones that adress a issue i find. even if it a user thing. those that take the time to support what they made is the one i go back to. as a vendor myself i try to do the same. but i also try to make sure there is a freebie included. after the sale. so i have a slightly better reason to contact my customer. with a nbit of thanks and a freebie. those that don't help or treat me as if I made the thing they made and should just deal with it. or worse yet get horned into being required to signup to thier site. as if my reciept is not enough to prove i really bought it. they get that one chance. if they blow it. they get no more from me. which is cool, saves more for the good ones.

yup, if someone even gives something away and there is a problem, then they should respond to any issues with the item. even if it is something the other person is doing wrong. support can eat into available time, but in the long run does more good (for you the merchant) than anything else you could do. Turtle, if you are planning on purchasing something from an online store, I'm sure that Phil C. will be top of the list of merchants products you browse through, because of his help with his other products.

oops Jim Burton, not phil c. ~smacking myself awake~

Thanks Turtle, I always try to make my customers happy. At the moment I am working on some MAT files for my BS pack, because I heard Pro Pack users have difficulty with them. And I want all my customers to be content with their purchases! Sometimes it takes me a bit longer then I want to, but I do my best :-)

Gee thanks guys! The flip side of this is I think my customers are the nicest bunch around, they mostly forgive my mistakes as long as I try to correct them, and I find out new stuff by helping them, all the time. I think your find that PhilC is actually pretty good, too!

There's an old saying: "The customer may not always be right, but he's always the customer." In addition to letting you sleep better at night, treating the customers well is a good business practice, because if they have a happy experience with your product, they are more likely to come back for more. Even when the customer is wrong, treating him with patience is a good thing. One vendor recently posted about a customer who wrote him, all angry because the product didn't work, and said it was the worst product he had ever seen. The vendor either fixed the problem, or showed the customer what he was doing wrong. (I don't remember which.) The customer wrote back and said that it was the best customer service he had ever experienced. By being patient, and responding promptly, the vendor turned an angry customer into a loyal supporter. I read somewhere that 50% of the software that is purchased and downloaded on the web is never used, because the customers can't figure out how to install it and get it working. Rather than contacting the vendor, people just discard the software, and make a note not to buy from that vendor again. If this is at all reflective of the Poser community, then a lot of people who have problems with your product aren't going to tell you. The ones who care enough to speak up should be treasured. We use Pro Pack, and when we first started at this, we didn't ship RSR thumbnails, since Pro Pack doesn't produce them. It wasn't till we got a note from a customer, telling us she loved the product, but the thumbnails didn't work, that we knew that we had a problem. We learned how to make RSR thumbnails, and now we have a better product. We had French customer tell us the other day that our product didn't work in the French version of Poser, because the directory structure is different. (The directory names are in French.) That gave us an opportunity to learn how to package products for that version of Poser. Some customers who complained have become testers for special environments that are hard for us to duplicate. Others have been added to our team. This really is a partnership. Our job is to make and sell products, but we haven't really succeded unless the customers can use the products to do their job, whatever that is. Lynn Grant Castle Development Group