[Hi Ho]

We go out of our way to make the customer happy for that very reason Sonic. I definetely agree that it's much harder to spread a good reputation than a bad reputation.

Then there are the customers that will never be happy. We brought a Mitsubishi Diamond 55" CRT RPTV in for service once which was at the end of its extended warranty and didn't have anything really obviously wrong with it. We replaced the CRTs because they were worn and the picture was simply amazing. A quality CRT projection TV that is essentially new is a sight to behold. When we brought it back to the customers' house I brought up the convergence grid to tweak it like I always do after moving a TV. When the customer saw that the grid was not absolutely perfect (as in ruler straight and no bleeding with a 1 micron tolerance) he freaked out. After he shouted at our service manager over the phone we ended up bringing it back to the store where the tech couldn't do anything because there wasn't anything wrong. CRT projection sets will never have absolutely perfect geometry and therefore the customer will never be happy. To make a long story short, we had the TV in the repair bay for three months when the customer finally agreed to take it back. Frankly, there are some customers that we would rather not come back.