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Technology Stocks : OnSale Inc.

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To: Jim Johnson who wrote (3747)	2/23/1999 12:35:00 PM
From: Don Wellington Jr.	Read Replies (1) of 4903

You are absolutley right, in my opinion. The two departments that are critical to OnSale customer support are Vendor Operations, and Customer Service. In January in preparation for the atCost lauch, OnSale re-organizing both departments in order to have specific atCost and atAuction personnel. Part of the symptoms of that re-organization was new supervisors and customer service staff vendor repsonsibilities. Customer service is departmentalized by vendor, so that each assigned person can get familiar with the variety of different vendor policies. What does seem a bit lacking at times, is OnSale understanding that all the bidders are their customers in the end. They tend to descirbe a bidder as a customer of that vendor. The point is if the situation reaches the point that direct vendor doesn't resolve it satisfactorily, then OnSale should fallback on the old retail traditon, "One dissatisifed customer loses the retailer 10 friends and relatives as customer". I think they will get it together. let me know what happens with your problem and my refferrals.

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