daveferg
member
Registered: 02/19/02
Posts: 39642
Loc: Cloverdale, CA, USA
|
|
packerguy® said:
daveferg said:
packerguy® said:
kscott said:
This is the FIRST time I have used this part. I'm not saying that they should replace it free, though on a first use it is a little discouraging. Look at the whole message.
Ken
Thats fine. Its 4 years old. Use your stuff for the first time shortly after taking delivery.
Still doesn't mean it should fail the first time you use it! If you bought a new car---do you check out to see if the tire jack works? No, you don't even touch it until you need it.
But on the other hand, I do agree you need to put a new tool or other purchase through it's paces as soon as you get it. It's all to easy to put up with poor performance or annoying quirks.
But if it failed the first time he used it (as it did) right after he took delivery, it would have be fixed. 
As far as the tire jack, thats a lame example. I dont use the one that comes with the car anyways. They are too cheap and scary to use IMHO. 
While I agree on OEM jacks---the example is far from "lame". It's quite to the point. There are features on tools we might use once in a blue moon.
But you seem so dead set against a company supplying a free part after the warranty expires-----guess you missed the part where it was pointed out "it's good business". And I'd also add, on the other side of things----if a part breaks the first time I use it and the company doesn't make it right , they will have lost me as a customer. Warranty or not, I expect a company to stand behind obviously defective (and not abused) parts.
--------------------
Dave
|
SceneryMaker
The Quiet Member
Registered: 10/23/08
Posts: 3478
Loc: Indiana
|
|
packerguy® said:
As far as the tire jack, thats a lame example. I dont use the one that comes with the car anyways. They are too cheap and scary to use IMHO.
You use it when you stick a 1/2" bolt through a tire. At least that's when I needed mine last week after letting it hide in the trunk for 14 years. I'm glad it worked and would have been annoyed if it broke the first time I used it.
|
daveferg
member
Registered: 02/19/02
Posts: 39642
Loc: Cloverdale, CA, USA
|
|
OK---Enough is enough!! Who is the company? Ya Big Tease! 
--------------------
Dave
|
woodturner9
Member
Registered: 08/06/09
Posts: 787
Loc: centre county, PA
|
|
daveferg said:
If you bought a new car---do you check out to see if the tire jack works?
You don't check the jack - and everything else - when you buy a new car? 
I always check everything, right away - easier to get service on a new product.
|
Mr Eddie
Member
Registered: 10/12/03
Posts: 375
Loc: Columbus, Ohio
|
|
There are parts on many products that will not normally ever fail. The handle on your machine is a good example. It should have been replaced free of charge. Here's another example of that kind of poor reasoning: I bought a Saturn a couple of years after they were introduced to the market. A friend had one and it ran flawlessly. That was a major factor in buying one. My Saturn ran a few days and then wouldn't shift, wouldn't move. They towed it to the dealership. The problem was defective valve body in the transmission. I think it's safe to say this is a part that normally lasts well beyond the life of most cars. Around 30,000 miles we took it back to the dealership because it seemed to be shifting incorrectly. Nothing wrong they said. At 37 months and 37,000 miles - guess what - the dealership calls to say the valve body is bad - again. And they aren't going to cover anything because warranty is 36 months/36,000 miles. Any transmission mechanics out there? How many cars have 2 valve bodies go bad in such a short time? I have never even considered another GM product. Neither have my two daughters or sister or two brothers. I would venture to say I have cost them big $$ in lost sales. And now I'm telling everyone on this forum about it. It's just stupid on the part of any company to respond in such a short sighted way.
--------------------
Real men don't eat lunch.
|
packerguy®
Celebrating
Registered: 12/04/05
Posts: 18906
Loc: St Paul, MN
|
|
It never ceases to amaze me the level of ADD here. A guy makes a sarcastic reply to someones analogy....and puts a after it, and everyone thinks thats the topic of the thread.
Its amazing. 
--------------------
Once Favre hangs it up though, it years of cellar dwelling for the Pack. (Geoff 12-18-07)
|
woodturner9
Member
Registered: 08/06/09
Posts: 787
Loc: centre county, PA
|
|
Mr Eddie said:
How many cars have 2 valve bodies go bad in such a short time?
Common problem with both Chrysler and GM. I keep a spare in our Chrysler and a few bottles of fluid, only takes 30 minutes to so to change it.
BTW, make sure you are using the right fluid - and not the "no name" stuff, buy the brand the owners manual recommends. If it's atf4, there seems to be a lot of difference between "equivalent" brands, buy it from the dealer and it may solve your problems.
|
gregr
Member
Registered: 06/01/06
Posts: 810
Loc: Omaha, NE
|
|
It only takes you 30 minutes to replace the valve body??
Wow, I am really impressed.
Greg
--------------------
The bitterness of poor quality remains long after the sweetness of low price is forgotten.
|
bhh
Member
Registered: 08/19/11
Posts: 218
Loc: Cincinnati, OH
|
|
Well, the one that has a big bear as their logo and buys expensive two page spreads inside front cover on almost all trade magazines. They lost a customer because of a non-standard 25 cent part that they wanted nearly $20 for, with shipping included. Not the only problem, but the last straw for me. Figure what it costs to acquire a new customer and it makes no sense to me.
Problem recovery (paraphrased from Customer Service for Dummies)
1. Apologize
2. Say you plan to improve
3. Offer the customer a goodwill token
Lots of #2 on this one and not much else.
Mr Eddie said:
I disagree with almost all of you. I worked for a company as head of their warranty department in the U.S. This would have been a "no brainer" for us. Send the replacement part free of charge. Send it next day delivery. For less than $50 you can not only retain a current customer but get tons of positive, free press and maybe a new customer. Years ago, when we did trade shows, we figured it cost us about $100 per lead with a 25-50% chance of closing. What business man wouldn't pay $50 to make a current customer a "life customer" and maybe generate new customers. It has nothing to do with warranty and everything to do with sales. Because, in the end, it's all about sales, no matter what you do for a living.
|
Bill_de
Honored Veteran
Registered: 03/30/05
Posts: 14888
|
|
Mr Eddie said:
There are parts on many products that will not normally ever fail. The handle on your machine is a good example. It should have been replaced free of charge. Here's another example of that kind of poor reasoning: I bought a Saturn a couple of years after they were introduced to the market. A friend had one and it ran flawlessly. That was a major factor in buying one. My Saturn ran a few days and then wouldn't shift, wouldn't move. They towed it to the dealership. The problem was defective valve body in the transmission. I think it's safe to say this is a part that normally lasts well beyond the life of most cars. Around 30,000 miles we took it back to the dealership because it seemed to be shifting incorrectly. Nothing wrong they said. At 37 months and 37,000 miles - guess what - the dealership calls to say the valve body is bad - again. And they aren't going to cover anything because warranty is 36 months/36,000 miles. Any transmission mechanics out there? How many cars have 2 valve bodies go bad in such a short time? I have never even considered another GM product. Neither have my two daughters or sister or two brothers. I would venture to say I have cost them big $$ in lost sales. And now I'm telling everyone on this forum about it. It's just stupid on the part of any company to respond in such a short sighted way.
If they start replacing things past the warranty, how would they ever sell an extended warranty? 
--------------------
See ya later,
Bill
|
Previous
Index
Next
Threaded
Re: Would you buy from this company?
[Re: 
Edit
Reply
Quote
