waiting 5 months for Monterey DVD

[Heather Nagey]

Dear Bernard,

I'm very sorry that things reached such a pass that you felt it  
necessary to vent your feelings on the list. Normally the best  
channel for this type of complaint would be via support, we take all  
such communications seriously and act on them. Here is how we have  
acted on your previous complaints via support:

Since this is now a list topic, I'd like to take this opportunity to  
let you all know that we are currently setting up a dedicated  
shipping department, precisely because the shipping of the DVD became  
such a saga. It became very clear that we need a complete, integrated  
solution for shipping any item we may require, in a timely and  
accountable manner, and this is exactly what we are going to have. I  
anticipate that we will have this solution up and running within a  
few weeks, and this kind of poor service will never happen again.

Historically, we have focussed on items that shipped via direct  
download. Physical shipping has not been a core part of our business.  
As we have grown, that has gradually changed, and we are now at the  
point where we need a dedicated service. That is what we are going to  
provide.

I'd like to think that we always have been a responsive, responsible  
company, that we have always listened to our customers, that we  
continue to listen to our customers, and that the service we provide  
continues to improve over time. Yes, we make mistakes. Yes, we  
screwed up over this DVD. When that happens, we take action and  
things change.

Warm Regards,

Heather

Heather Nagey
Customer Services Manager
Runtime Revolution Ltd
http://www.runrev.com