Never mind Wal-Mart. I'm still incredulous and sore from that July 4 day a few years ago, when I and a crowd of other people were asked to leave the hateful Barnes and Noble at Jack London Square in Oakland, because we were "not immediately making a purchase." Yes, I admit I'd tended to think ill of B and N, anyway, because it wasn't a small independent bookseller--but, ick! They really outdid themselves for imperious treatment of patrons. I'll never buy anything there again--neither should you.

Notwithstanding, my recent dealing with the international Esselte Corporation, parent company of Pendaflex Brands, Inc., has been positive enough to inspire me to re-think whom I'll plug.

I purchased a box of 20 letter-sized Pendaflex hanging file folders locally. These are the folders for inside the filing cabinet, with tab-cuts lining the inside rim. I searched all through the box. I found the paper insets for the plastic tabs, but there were no tabs to be had. How was I supposed to use my folders?

This was in October. I looked up the Pendaflex customer service 1-800 number, available 8:30-5:00 EST, and called. My call was swiftly answered by a live person--not in Bombay, but in New Jersey. Arrangements were made for the tabs to be sent, and they were.

Unfortunately, this was right before my trip to New York. I'd hung up with the impression that the tabs were to be sent First Class, which would have been just fine. Instead, they were sent UPS Ground, and as there was nobody here to sign for them, they were returned.

I called again today, still needing the tabs. Again, the phone was swiftly answered. I explained what had happened the last time. The call-center attendant apologized, and again, arrangements were made for the tabs to be sent.

Call Pendaflex during business hours and you don't get an endless voicemail loop. You get a person with a brain, who's really interested in solving your problem, no matter how trivial-seeming. Yes, Esselte is a multi-national, but when I think of their organized, well-treated call-center attendants in New Jersey, I get such a good feeling.
7:39:16 PM    comment []