Great or even good service is optional..... or isn't it?

I normally do not want to write about suppliers and their level of customer support or customer service......
But , as everything in live, you have to make exceptions to the rules....

So... As the PACC is upcoming , I wanted a VGS-1 speech processor in my Kenwood TS-480....
This so i can use it as a cq-ing parrot....
So I ordered it on-line at a shop in Holland.... which was closed due to the holidays, but at the 6th of January they would ship all orders if they were in stock. And my VGS-1 was....
So i filled in all my info at the website and i did a money transfer using iDeal payment. (this is probably Dutch only, but you can compare it to a pay-pal payment) and the payment went through successfully.... Only when i pressed the "back to the web shop" button I got his big 404 error.. "Page not available" My first reaction was .... "#$$%&^*&*()&^%#$@#$@#$%"

So i decided to write them an email using the contact form on the website....
And i was surprised that at 10:00 in the morning at the 6th i got an email back, saying that my order came through ok , and the payment was received too... this compagny starts at 09:00, so it took them just an hour to get back to me.... awesome.....

So today the part arived... at the 7th... ohh what a joy , short delivery times :)
But , you need adhesive cushions for the VGS-1, and i should have ordered them seperately....
So i called this company (at 16:45), and the boss himself answered.... He immediatly knew what i was talking about , and told me if i ordered it on the website , payed it , that he would put it in an envelope, and mail it to me... at NO extra delivery charge....
And probably it will arrive tomorrow..... As my TS-480 is already open on the workbench, it will go in quick :)

And even though I know this should be the normal, polite, customer friendly way to handle things, times changed and it is more normal to not hear anything from suppliers, and if you miss ordered something , it's your fault and you are screwed.....

So, Mr Jacobs, thank you for proofing to me that normal shops, where a customer is treated like he should be, still exist... I bought my SSB filter with you , now my VGS-1, and i am quite sure that i will keep on buying stuff at your store http://www.jacobsbredaelectronics.nl

73's
Alex,
PA1SBM

EDIT: the adhesive cushions indeed arrived today...... Awesome!