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June 22, 2003 Dear Roy, I guess since you're "The Boss", you have to get the complaints. I just got my "30-day Checkup" letter to complete, but feel my own letter would be a better vehicle to tell you about my recent purchasing experience. Over the past 30 years, I have had occasion to buy many pieces of equipment and machinery, some small, some large, and virtually all from the mainland. I have dealt with many dealers and, of course, have had to get whatever it was from there to here. In some cases, I have actually had to make all of the shipping arrangements myself, from here, just to be able to give someone by business! Then, I wait and hope. Oh, the (horror) stories I can tell. After I finally decided to buy a laser, I did all my homework, picked the Epilog, and there my story begins. I called and spoke to Jeanette who referred me to Randy who, after a short conversation, eagerly accepted my money. I think that same day Jeanette e-mailed me a purchase agreement. After a fairly short period of time, I received an information package that I could actually understand. I did have some questions over the next couple of weeks, so called on one occasion to speak to Randy, who was "out of the office", but Jeanette said she'd have him "call me right back". Sure, I've heard that lots of times! Well, damned if he didn't get back to me within a very short period of time. Also e-mailed a couple of times and, by golly, got a response right back with useful information. All during this time I was getting regular feedback from Jeanette about delivery dates and installation procedures. Well, as you can imagine, I was really starting to wonder just what kind of operation you're running there. Oddly enough, the machine showed up intact and on time. I even got a call from the freight company in Honolulu to give me a heads-up, which I believe was Jeanette's doing. Then, the big day came. I was terribly disappointed, though, since Randy was supposed to show up to install the machine and hadn't called about a thousand times asking me where I was, How do I get there? And Can you come and pick me up? He just turned up on the doorstep. Now, I was really suspicious. Long story short, we just sat down and went to work. Randy taught me the machine as well as the software in an efficient, professional, organized manner. After Randy left that afternoon, I looked like someone who actually knew what he was doing. In fact, since that time, you haven't heard from me because I haven't had any questions or problems -- I was immediately productive with my new machine, which I dearly love. Now, granted, I have had several years experience with my CAD/CAM program and CNC router, which gave me a clue of what was going on, but Randy's training was the icing on the cake. Getting back to those 30 years of purchasing -- This was, without a doubt, the most pleasant and professional buying experience I have ever had. I simply cannot adequately express my pleasure in dealing with Randy and Jeanette. I have never had to worry less and enjoy more. You cannot understand my elation in dealing with a company that actually knows what they are doing. My thanks to you all. One little check block on your form asks, "If I'm willing to be a reference". I sincerely doubt that you need that, but if there is ever a need, I'm probably your number one fan. Oh.......The Complaint. Please give Randy some money to buy an Aloha shirt. Nobody wears a shirt and tie in Hawaii except lawyers. We went out to lunch and now everybody thinks I'm in some kind of trouble. Thanks and much Aloha! Joe Neil Kapaa, HI
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