Ya, I can understand concentrating on frequent customers and high value customers, but I think he should have at least acknowledged me as a new customer. My order was for 140 dollars worth of parts, so I feel I was owed at least a simple email saying 'I will get back to you in two weeks'. He would have kept me as a customer for this order and future orders.
I think the thing that really irritates me is that he leads you on to believe that if you email him you will get through to him. His webpage clearly states (paraphrased): 'email me and I will get back to you quicker'. So what happens? I email him.. but no response. Then, I call him, and he says 'email me and I will get back to you this weekend.' Two weeks later, no response. I even went through the trouble of creating my own invoice including shipping, paypal fees, etc, and just asked him to verify it and then I would follow up with the money. Not a peep.
I just really, really dislike being treated poorly. From a small business perspective, he is failing. You need to keep first time customers so that they become frequent customers. If you are overselling your business, its time to expand. Hire someone to help out. There are very few small businesses actually growing these days, he should welcome the potential and take advantage of it.
I am fairly new to the online hifi community, and I have been overwhelmed at how helpful, nice, responsive, and easy going most people are. I found it to be shocking how terribly Michael Percy treats his customers. I've done some reading, and I am not the first person who has had trouble with him.
Hehe, sorry for the rant. Maybe I am cranky. It is past my bedtime.