treehumper
Carpal tunnel level member
- Location
- Ridgefield, NJ
Mark B, we all appreciate your attempts to contribute to the discussion. It really is a matter of PR. I have had some dealings with companies pre and post internet forums. Eddie Bauer as an example replaced a day old jacket that I damaged because they couldn't repair it without altering the style of the jacket. NO CHARGE. That jacket lasted 17 yrs before I gave it to my brother who then wore it for contracting work another 5 yrs. They demonstrated an exemplary level of customer care that I have never forgotten. On the other hand I've had companies with claims of superior products take a less then superior approach to their customer service when the product failed from defect. Guess who I continued to do business with?
In the age of the internet, while it would be nice to have people air their grievances privately instead of on public forums, it is naive to think they won't. Deal effectively with whatever medium is used. A positive experience with a product or service would spread to about 12 other people while a bad experience would, on average, reach 67 people(none btw being the producers of the product). That was before the 'net, imagine those numbers multiplied exponentially.
This is a new product that is going thru it's initial market trials. With many "fast followers" it would seem that it's position in the marketplace will be influenced by how you the manufacturers handle these growing pains. Promptly and with clear resolution for the concerned owners or slowly playing a game of cat and mouse?
May I suggest an email or letter to owners of the TM indicating that a concern about wear and tear has come to your attention and you would like to know if they have experienced the same? A proactive approach could make a huge difference in how the consumers view the company and the product.
On another point, was the issue of shorter life cycle of your product due to the enhanced performance design ever mentioned to prospective buyers or even afterwards to owners?
In the age of the internet, while it would be nice to have people air their grievances privately instead of on public forums, it is naive to think they won't. Deal effectively with whatever medium is used. A positive experience with a product or service would spread to about 12 other people while a bad experience would, on average, reach 67 people(none btw being the producers of the product). That was before the 'net, imagine those numbers multiplied exponentially.
This is a new product that is going thru it's initial market trials. With many "fast followers" it would seem that it's position in the marketplace will be influenced by how you the manufacturers handle these growing pains. Promptly and with clear resolution for the concerned owners or slowly playing a game of cat and mouse?
May I suggest an email or letter to owners of the TM indicating that a concern about wear and tear has come to your attention and you would like to know if they have experienced the same? A proactive approach could make a huge difference in how the consumers view the company and the product.
On another point, was the issue of shorter life cycle of your product due to the enhanced performance design ever mentioned to prospective buyers or even afterwards to owners?
