Not ready for prime time (was: ETA Pumps) [RE-wrenches]

[Travis Creswell, Ozark Solar]

"The squeaky wheel gets the grease"

I recently had a MorningStar lighting controller fail out of the box.  Thank
goodness I had set it up at the shop before I drove three hours one way to
install it.  

It took a few days and MorningStar finally got back to me with an RMA in
which they asked me to return it (at my expense of course), which they would
test then send me a replacement.  I CC'd them an email in which I told my
supplier that I would like to return the failed MorningStar and get a B.Z.
lighting controller instead. I also said that I would no longer use
MorningStar controllers as I did not use products whose manufacturers did
not send "call tags" for and that I got paid to install products not put
them in shipping boxes and wait for a replacement.

Within hours of that email I received and email from the Chairman of
MorningStar, Lee Gordon.  He was very apologetic and assured me the his
products were very reliable (etc) and was concerned that my experience had
tainted my thoughts of his company.  Bam! my chance..  I politely replied
that if his products were so reliable then ought to be able to have a more
liberal return policy and suggested that the policy should be as follows. 
When notified of a failed product immediately get a replacement out and
include a pre-labeled postage paid return box for the failed unit.  He
replied the next day, and that they just had a meeting to discuss this and
my replacement was on its way and that was going to be their new policy.

Dang that was easy.  Lets all not forget to really complain to the
suppliers, distributors and manufacturers when they let us down.  Some of
them will step up the plate and do the right thing.  Either way let the
Wrenches list know what they do.

Travis Creswell
Ozark Energy Services
----------
>From: "Ian Woofenden, Home Power" <ian.woofenden at homepower.com>
>To: RE-wrenches at topica.com
>Subject: Not ready for prime time (was: ETA Pumps) [RE-wrenches]
>Date: Sun, Aug 18, 2002, 3:18 PM
>

>
>Hi Larry and wrenches,
>
>>  > Have you ever actually been compensated for time and mileage related to
>>>  equipment snafus? I haven't ever in 20 + years in this business!
>>>
>>  > Matt
>>
>>This is one issue that really "burns my butt", destroys profit and 
>>kills incentive.
>>I have yet to have a new or fairly new product fail because of a
>>defective component such as FET or diode, cap etc. I could accept this.
>>It has always been due to what I call "not ready for prime time
>>products"
>
><snip>
>
>>I presented them with a bill for $550.00.
>>They did pay it but Trace had a black eye in my mind and the customers.
>
>Maybe this should be standard operating procedure for RE wrenches -- 
>send a bill to the manufacturer and distributor every time you have 
>to deal with a defective product. You might get some compensation 
>occasionally, but even if they don't pay, perhaps they'll start 
>getting the message that you're tired of doing their beta testing for 
>them at your own expense...
>
>Ian
>
>-- 
>Ian Woofenden <ian.woofenden at homepower.com>, Fax: 360-293-7034
>Senior Editor, Home Power magazine, The Hands-On Journal Of Home-Made Power
>Editors are Professional Idiots - We misunderstand text so our readers won't.
>
>HP subscriptions: $22.50 per year, PO Box 520, Ashland, OR 97520 USA
>800-707-6585 (US), 541-512-0220, or download current issue at 
><http://www.homepower.com> 
>
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