Here's a somewhat apocryphal story. About 10 years ago, maybe longer,
when IBM was producing top quality PC's and losing in the marketplace to
Dell who was still trying to get their quality up, there was a study done
on customer reaction to out-of-box quality problems. The results were
surprising to those of us engineers, but we couldn't argue with what
people told them. Over all, those who received high quality systems that
never failed were more ambiguous in their response than those who
received systems that failed, but were quickly repaired. The latter
group was much more positive in how they graded the manufacturer. To me,
it's counterintuitive, and, unfortunately, some vendors use this approach
to make their numbers look better. But the bottom line is, your customer
is going to be happier with you if you communicate with him or her. I
agree with the original comment that simply putting an automatic response
out to confirm your email is received by "ditsnbits" would provide a
better level of comfort. I'd like to see more than that, but that ought
to be a minimum acceptable criteria! (not a rant, just an expectation
I'd have after purchasing a rig of this price and caliber.)
73, Duane (Orion on order)
On Wed, 17 Mar 2004 13:06:09 -0600 "holladayfd" <holladayfd@multipro.com>
writes:
> Don,
> I was just trying to see how seriously some were taking this matter.
> Having
> spent many years in QA and having to respond to customer concerns, I
> am well
> aware of the need to be responsive to such.
> 73, K4VMO
>
Duane Calvin, AC5AA
Austin, Texas
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