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	<title>Real People &#124; Real Stories &#187; customer service</title>
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	<description>nonfiction media's documentary production diary :: Nepal</description>
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		<title>Canon Professional Services Rocks too!</title>
		<link>http://nonfictionmedia.com/blog/2008/04/26/canon-professional-services-rocks-too/</link>
		<comments>http://nonfictionmedia.com/blog/2008/04/26/canon-professional-services-rocks-too/#comments</comments>
		<pubDate>Sun, 27 Apr 2008 04:25:25 +0000</pubDate>
		<dc:creator>squire</dc:creator>
				<category><![CDATA[Canon]]></category>
		<category><![CDATA[nonfiction media]]></category>
		<category><![CDATA[Production/Logistics]]></category>
		<category><![CDATA[Video/Multimedia]]></category>
		<category><![CDATA[CPS]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[packing]]></category>

		<guid isPermaLink="false">http://nonfictionmedia.com/blog/?p=66</guid>
		<description><![CDATA[Canon USA&#8217;s Professional Services division also stepped up to honor Serious Customer Service, when I called yesterday to find out status on a body and lens we&#8217;d sent in for repair. For whatever reason, these hadn&#8217;t been initiated, even though I&#8217;d authorized the repair (and emailed a PDF of our warranty cards so they knew [...]]]></description>
			<content:encoded><![CDATA[<p>Canon USA&#8217;s Professional Services division also stepped up to honor Serious Customer Service, when I called yesterday to find out status on a body and lens we&#8217;d sent in for repair. For whatever reason, these hadn&#8217;t been initiated, even though I&#8217;d authorized the repair (and emailed a PDF of our warranty cards so they knew when the lenses were purchased). </p>
<p>This was Friday morning, mind you, less than one business day before our departure. But Chris Canada at the Irvine office handled the thing with super grace, seeing to it that the work got done, and the camera is on its way to meet us in LA on Monday, where we have a layover. Thanks CPS!</p>
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		<title>Behind!</title>
		<link>http://nonfictionmedia.com/blog/2008/04/25/behind/</link>
		<comments>http://nonfictionmedia.com/blog/2008/04/25/behind/#comments</comments>
		<pubDate>Fri, 25 Apr 2008 08:11:28 +0000</pubDate>
		<dc:creator>squire</dc:creator>
				<category><![CDATA[Gearhead Disease]]></category>
		<category><![CDATA[nonfiction media]]></category>
		<category><![CDATA[Our goals]]></category>
		<category><![CDATA[Production/Logistics]]></category>
		<category><![CDATA[Video/Multimedia]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[gear]]></category>
		<category><![CDATA[marmot]]></category>
		<category><![CDATA[props]]></category>

		<guid isPermaLink="false">http://nonfictionmedia.com/blog/?p=62</guid>
		<description><![CDATA[We are officially four days behind our schedule for getting our gear into bags and ourselves ready to carry it all to Nepal. If we were just going trekking, or just going to Kathmandu to make a documentary, we&#8217;d be better off. But the double-whammy of doing both of these things interrelatedly is really kind [...]]]></description>
			<content:encoded><![CDATA[<p>We are officially four days behind our schedule for getting our gear into bags and ourselves ready to carry it all to Nepal. If we were just going trekking, or just going to Kathmandu to make a documentary, we&#8217;d be better off. But the double-whammy of doing both of these things interrelatedly is really kind of a big deal.</p>
<p>Add to that the fact that we had a couple other projects to finish up, that we thought we&#8217;d be getting done with like Sunday. Actually, that&#8217;s the main thing that&#8217;s kept us from allowing ourselves a bit more breathing room. </p>
<p>There has been a frenzy of acquisition: outdoor gear, photo/video equipment. To the point where we&#8217;re a little overwhelmed by it/fatigued by it.</p>
<p>Yesterday afternoon we spent a good couple hours talking with (and buying a small truckload of stuff on the advice of) an extraordinarily helpful fellow at <a title="Kind of the Anti-REI. No offense, of course." href="http://www.marmotmountain.com/store-bellevue.htm" target="_blank">Marmot Mountain Works</a> in Bellevue. This was a follow up visit to <a href="http://nonfictionmedia.com/blog/2008/04/21/go-amy-go-marmot-man/">Amy&#8217;s trip there a couple days ago</a>. Everything she said about the place and the service were true. Thanks Gary! Thanks Marmot. Just realized </p>
<p>We had a couple of other nice, gear related things to report. I&#8217;d ordered a bunch of XLR microphone cables from <a title="So far, so good!" href="http://www.markertek.com/" target="_blank">Markertek</a>, the big online retailer of video/production stuff, like a solid week ago. Today, I called to see if something was up with the order, since I hadn&#8217;t received shipping confirmation. </p>
<p>It turns out that even though I&#8217;d said there was a deadline, the fellow who took the order didn&#8217;t pass the &#8216;expedite&#8217; message to the cable building department, and the order was just finished and packed today. ALERT! I explained the situation, and the customer service guy was very nice, and they&#8217;re overnighting the cables to me at their expense. A) WHEW! and B) That&#8217;s the kind of customer service that&#8217;s going to earn my loyalty. Treat me right, and don&#8217;t make me go broke, and I&#8217;ll bring my business to you again and again. Thanks Markertek!</p>
<p>Finally, <a title="Our Hard Drive sponsors. Terabytes of Joy!" href="http://www.dulcesystems.com/" target="_blank">Dulce Systems</a>, freshly back from the big national trade show, came through with a really cool two-terabyte Duo drive, that we&#8217;ll configure to run as Raid 1, meaning that each of the two 1TB drives inside this sleek stainless case will do exactly the same thing. They&#8217;ll look to our computer like one drive, but if one of the hard disks goes south, the other is there, safe and sound. Cool. </p>
<p>I am going to try to set this up as a boot drive too, so that our computer&#8217;s system, and key software and files can live safe and sound on there in case something goes wonky with the Macbook Pro. So many things to think about. </p>

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