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June 1999

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Subject:
From:
"Thorup, John" <[log in to unmask]>
Reply To:
TechNet E-Mail Forum.
Date:
Mon, 7 Jun 1999 07:12:14 -0700
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Bill, Steve
Since I am in  the market for a piece of equipment in this price range
the discussion caught my eye.  I would be concerned about flaming a
manufacturer in public but feel this information is a very real part of
a purchase decision and we should have access to it.  I think Steve's
idea of a posting and private reply is a good one and follows the IPC
rules on  recommendations.  If asked, any of us would freely recount our
experiences with a particular piece of equipment or manufacturer.  Just
specify that it our personal experience with this piece of
equipment/manufacturer, keep it factual and don't involve your employer.


>-----Original Message-----
>From:  Stephen R. Gregory [SMTP:[log in to unmask]]
>Sent:  Saturday, June 05, 1999 12:59 PM
>To:    [log in to unmask]
>Subject:       Re: [TN] : Ramifications
>
>In a message dated 6/5/99 5:41:45 AM Pacific Daylight Time,
>[log in to unmask] writes:
>
>> I would like some inputs and advice from the Tech-Net community at large.
>>
>>  Consider the following:
>>
>>  I recently purchased a piece of electronic manufacturing process
>>equipment.
>>  The cost of the item was between $10 - $30 K. I would like to inform the
>>  community about the very poor service and technical support from the
>>  manufacturer and sales rep. The intent of disclosing this kind of
>>  information is to inform others who may be considering a similar purchase
>to
>>  be aware of these shortcomings when purchasing this item.
>>
>>  This is not a "single event" occurrance, this is month after month of not
>>  responding to e-mails, faxes, and phone calls. I am frustrated beyond
>>  tolerable limits.
>>
>>  What then are the risks disclosing this kind of information on this forum?
>>  Is it important for us to share bad experiences with the hope that perhaps
>>  corrective action from the offending party may take place if disclosure
>>  results in "lost sales"? Maybe this is not the right place for this?
>>
>>  Your thoughts and comments are welcomed.
>>
>>  Bill Kasprzak
>>  Moog Inc.
>>
>
>Hi Bill!
>
>Boy I hear ya'! I think all of us at one time or another have been totally
>frustrated with the support from equipment vendors after they've sold us
>their wares. Before the sale is made, the story always is that you'll be
>supported 24-hours a day, 7-days a week should you ever have any problems,
>which you won't because their equipment never breaks and it does whatever
>it's supposed to do better than any other equipment out there.
>
>While all are more seasoned than to buy that line, there are those vendors
>out there that truly do try as hard as they can to make sure that their
>customers are supported well and that they are happy with their purchase. On
>the other hand, there are times that a company that has been known for it's
>outstanding customer support can get into a bind for whatever reason. They've
>had a mass exodus of Field Service Engineers so they're short handed, or for
>some reason when the machine was originally built there was some errors made.
>But if they're up front about those kinds of things to their customers, and
>let them know that they're honestly trying to correct the poor support
>situation, I think most of us are reasonable enough to understand, and will
>cut them a little slack while they're trying to correct the problems.
>
>But there's absolutely no excuse to ignore their customers, or try and
>"suger-coat" a bad situation by not being up front about their problems. You
>lose a great deal of credibility by doing something like that, and once you
>lose credibility, it takes a long,long time to regain it.
>
>Actually, I don't think it's a bad idea to expose a company that is marketing
>something that doesn't work as they say it does, or doesn't support their
>customers like they promise before the sale. Just as long as it's based in
>fact, and all other avenues have been exhausted to try and get some
>satisfaction. Maybe even the threat that you may let all of your colleages
>know about the poor support that you've been receiving will be enough to
>light a fire under their butts and get them to start taking care of you the
>way they should.
>
>I don't know how Jack feels about doing something like this on the TechNet,
>but I feel that if something is being marketed to those of us in this
>industry that is really no good and a waste of good money, I would appreciate
>knowing about it before I fell for the same trap. Maybe just a post like: "If
>any of you are considering buying a "XYZ Machine", send me a email and I'll
>share with you privately the experiences I've had with it and the support
>I've recieved." That way you won't be out and out flaming them publically,
>but you'll still be able to get the point across to other people that maybe
>thinking about buying the same thing.
>
>Companies can spend a lot of money on "glitzy" marketing and advertising, but
>the most effective advertising out there is word of mouth...and sometimes
>they forget that. With the advent of the INTERNET, word of mouth goes a lot
>farther and reaches a lot more people than it has in the past...
>
>-Steve Gregory-
>
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