Good Post John,
I had not realized the full extent of the problem and how you were clear and concise about your difficulty using their product, and by the Novemeber 3 response, he clearly is not well versed in customer service -- " No one ever wins an argument with a disgruntled customer", especially by adding heat by saying the customer is wrong and not doing ANYTHING to make a positive outcome even possible...don't think they will be in business very long with higher up or possible part owner cannot make a decision to do something to make good what seems to be simply an applications or compatibility issue.
For all we know, the root cause could have been one transposed number on the labeling of the part or on the box...a shelving bin ticket, or even a blueprint/assembly drawing error...but the manufacturer or factory floor will never know because this Ron guy is making the assumption HIS company does not make a mistake and probably did not even turn in a trouble ticket to HIS QA department or Quality System if the company even has one. When you deal with companies, sometime it helps to ask things about their Quality department before you even buy. I have observed the key to good Quality Assurance is outlined clearly and usually provide evidence of ISO or some type of certification. If they did they would address and mitigate the small errors first, if not they escalate, being too large to mitigate without incurring huge costs for all parties involved, including recalls and other big time transgressions.
I had not realized the full extent of the problem and how you were clear and concise about your difficulty using their product, and by the Novemeber 3 response, he clearly is not well versed in customer service -- " No one ever wins an argument with a disgruntled customer", especially by adding heat by saying the customer is wrong and not doing ANYTHING to make a positive outcome even possible...don't think they will be in business very long with higher up or possible part owner cannot make a decision to do something to make good what seems to be simply an applications or compatibility issue.
For all we know, the root cause could have been one transposed number on the labeling of the part or on the box...a shelving bin ticket, or even a blueprint/assembly drawing error...but the manufacturer or factory floor will never know because this Ron guy is making the assumption HIS company does not make a mistake and probably did not even turn in a trouble ticket to HIS QA department or Quality System if the company even has one. When you deal with companies, sometime it helps to ask things about their Quality department before you even buy. I have observed the key to good Quality Assurance is outlined clearly and usually provide evidence of ISO or some type of certification. If they did they would address and mitigate the small errors first, if not they escalate, being too large to mitigate without incurring huge costs for all parties involved, including recalls and other big time transgressions.
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