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Monday, May 12, 2008

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Subject: Customer Service - Siduri/Novy

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davidandrose User is Offline

Aurora, CO

Grape Puncher
Posts:924

01/20/2008 11:54 AM
Just wanted to take a moment to give public kudo's to Adam on his customer service. I recently bought some Novy Syrahs on futures and didn't notice a pricing issue until shipping. I called the winery and didn't get what I thought was the proper response. I sent Adam a polite email and he acknowledged the problem, his efforts to remedy it in the longrun, and an offer to either repay the difference or to send some bottles with his compliments. I chose the latter, and the bottles he sent were several times the value of pricing discrepency.� I've enjoyed these wines for several years, for both their quality and value, have visited them in Santa Rosa, and now I've enjoyed his great service as well. Problems happen routinely in all businesses.....they can't always be controlled. But customer loyalty is earned by the manner in which those problems are addressed. That's why so many people semi-sarcastically refer to "problems" as "opportunities". -Thanks Adam!!

jeffkahn

Happy Valley, PA

Grape Sorter
Posts:393

01/20/2008 1:34 PM
Great story and I completely agree about the customer loyalty issue. I am not surprised by it though since Adam is one of the nicest people in the business.

TimLinCA

Danville CA

Grape Sorter
Posts:388

01/20/2008 5:03 PM
This is typical of Adam/Siduri/Novy. As such I am also not surprised. Like jeffkahn says, he's one of the nicest people in a business full of nice people. Tim

Rob Kim

Las Vegas, Nevada

Grape Sorter
Posts:225

01/21/2008 10:21 AM
To echo the comments above, Adam and the folks at Siduri/Novy are great!

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