Mark,
I think I saw a smiley in Ken's post, he was not serious. The top was off by 2" where it is to slide under the arch; otherwise all was perfect as ordered. The owner was the guy who measured it; he measured a new one at Comstock in NJ.
He did not say this, but this is what I think happened. I think he measured the width between the arch not at the location of the height where the hardtop was to be installed, but rather, three or four inches below that. You can't tell by your eye, but as the arch curves to the top it gets narrower, this is where the few inches were missed.
I left a message around 8:30 am (they don’t open till 9pm) and received a call back from the owner (Steve) around 9:45 am, I was out of the office when he called and called him back later in the day. He sounded genuinely upset about what happened, apologized profusely, and assured me this will be taken care of right away (installation within the next 2 weeks or so).
IMHO, you can’t ask for more than that, I own a business, we do make mistakes, how you handle the mistake is what counts. As noted, he sounded very sincere, if he delivers within the time frame then that’s ok with me.
Some mentioned, (either this site or the Silverton’s Owners site) to ask him for a discount, some free bees, etc. I can’t do that, nor do I feel that is the right thing to do, I am not the type to try and beat someone while they are down. If he offered, than great, would take it, but too pressure him to do something is not right because he made a mistake. As long as he does everything in his power to move quickly to resolve this, that’s all I should ask for. When I make a mistake, and the customer is civil, I do give them something extra, but I hate when the conversation goes “so what are you going to do for me” If I don’t like to receive it, I certainly cannot give it out. Now if he was a dick, that’s a different gig.
The quality of the top was outstanding, I was very impressed, those of you that know me, know I am very anal, and can’t remember the last time I bought something and was so impressed. I did share that with Steve.
Hopefully, all will be good in a few weeks.
Walter
