Using Digikey for many years, hundreds of times, by the first time they sent a wrong part number. In a list of purchase, I bought a bag of small aluminum electrolytic cap 22uF x 10V, they sent a bag of 100nF x 450V cap, with the 22uF Digikey label on the bag. Obviously they got the wrong bag and stick the right label. The original purchase was done on Monday, Nov/4th, shipping via 2nd Day USPS service - it was delivered clockwork, Nov/6th. 1 minute after receive the package, Nov/6th, around 2pm, I called Digikey Customer Service and reported the problem. They were very prompt to ask me to take the wrong parts to UPS customer counter (15 miles) or to the nearest UPS drop off box (3 miles) - to return to them - my own packing box and tape, gas, time, etc, they sent via email the UPS label, nice, my paper, my printer, again my time. Why do I need to go through this if the problem is not mine? well, what a heck, everybody do mistakes, even an ISO-9002 company as Digikey, well, it should not, probably they need to rewrite the ISO books to avoid this problem to happens. Digikey Customer Service promised to correct the failure and sent the correct parts same day, to be delivered next day UPS Red Label, good, perfect. It still in time to finish and deliver the final boards to customer under the correct delivery lead time, no late-delivery fine, zip, nada, zero killing. Correct parts should arrive next day, Nov/7th, Thursday morning. Today is Sunday, Nov/10th, and no parts - already paying few thousand dollars in late-delivery fine to customer (agreement breach), nice Digikey move. Checking their shipping records, they sent it by UPS GROUND SERVICE - according to UPS, it is scheduled to be delivered next Wednesday, 8 days after I complained about the wrong parts. Isn't this fantastic? A double mistake? in an ISO-9002 company? The ISO-9002 label is what makes people trust them more, pay more for the parts, the ISO label should mean something, right? I tried to contact them on Saturday, nada, zip, just a recording, only on Monday. Sent them an email, received an auto-answer email, telling me that someone will read it... on Monday. Now this I don't understand. My company is many times smaller than Digikey, I have much less employees, and even so, I have customer service and technical support 24h/day, 7 days/week. How can we do it and they don't? My standby personnel answer emails within 6 hours of contact. On evenings when we most receive emails from customers, they get surprised that we answer in minutes up to 2am. My company is NOT on ISO-9000 yet, but appears that we don't need it, we do our job as planned and as promised, except, when a lousy supplier messes up with our plans. Wagner Lipnharski UST Research Inc. Orlando Florida. -- http://www.piclist.com hint: The PICList is archived three different ways. See http://www.piclist.com/#archives for details.