NP has an opportunity to grow and needs to know what's wrong.

Here is a short list I have developed in the 3-4 weeks I have been a customer.

1) Website not up to date - No out of stock flags on several items I ordered that are out of stock
2) No follow up telling you they are out of stock
3) No follow up giving you choices to split order and send items that are in stock, cancel out of stocks, cancel whole order. etc.
4) Do not return e-mails within hours as claimed on the website (rare to get any response)
5) Do not return voice mails, Many times the voice mail server is full
6) Lucky if 1% of time people pick up the phone (yes during their business hours)
7) They send UPS tracking numbers without shipping and with targeted delivery dates that are unobtainable
8) Business hours are awkward
9) Very few (if any) spare parts with no strategy of making spares available

There are many things in my life I need today and others I'd like today, I expect clear communication from anyone I procure from so that I can make the choice and how I get it. Communication and managing expectations will lead to success. You have an opportunity to show that RC consumers can get a good value on N.P.'s offerings.

Take the list above as a holiday present - 1st step in analyzing failures that you would have paid a consultant dearly for to get.

Most of the above can be fixed with some strategic planning around their Supply Chain and specifically Customer Service. N.P. can either do a flawless job at servicing their consumer (impossible since there are too many variables in the supply chain they cannot control), develop processes to support timely resolution of issues for consumers, or prepare all stakeholders that they are not delighting customers and will probably be beat by those companies that embrace that need. It's N.P.'s decision!

NP has the potential to become great but needs to do what it says (focus on the customer)

Will putting my yhst numbers on this website get my issues solved? I trust it will, but hope that NP is not just solving public complaints.

Eric