Layer Cakes, Charm packs, precuts ... a rant.

I ran into a bit of a pickle with some fabrics in one pack being quite wrong in sizing. I didn't bother M*SC because it was at the manufacturer I felt the problem existed. So I wrote them a nice letter,(very politely explaining how "emotional" quilters are about their fabric selections and being let down can mean boycotting the entire company's product line....once bitten, twice shy), sent the pieces that were not properly cut so they could see for themselves and maybe rectify whatever the problem was on their cutting line. I kept the whole tone of the letter as business. I justified the time I spent doing this by realizing if I didn't at least give them a chance, I was as much to blame for the situation as they were.
Being a realist (and often quite jaded), I really did not expect a reply. But I got one.....a letter thanking me for taking the time to bring this to their attention, apologizing for inconveniencing me, and sending me not only the replacement squares in the right size (which is all I really asked for); they added a full charm pack! I made a special point of sending back a thank you letter expressing not only my astonishment at their generosity but how much it pleased me to see that they really cared about customer service.

My point is that some businesses DO care about the quality of what they are making. So, to be fair, tell them! Just keep it in a completely business and professional tone and you might be amazed at what happens. As my granddaddy used to say, "Folks have a tendency to live up to the lowest expectation.....so if you want 'em to be more, expect more."