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Handling a "bad" customer

Discussion in 'Electronic Design' started by Guy Macon, Jun 8, 2005.

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  1. Guy Macon

    Guy Macon Guest

    (Note for those who dislike moderated newsgroups; you may wish
    to check your Subject header and edit it to your liking.)

    I was searching for failure rates of 9V vs AA batteries today, and
    stumbled upon the following web page. I have my own opinion about
    how the author of the page should have handled this, but I would
    like to hear some other opinions first.

    Here it is: [ http://www.shootingsoftware.com/digress.htm ].
     
  2. Jim Kingdon

    Jim Kingdon Guest

    Here it is: [ http://www.shootingsoftware.com/digress.htm ].

    Well, the vendor insulted the customer when he had no need to. (Sure,
    the customer deserved it, but what does that have to do with anything?)

    Once the vendor figured out that the customer wasn't going to figure
    out how to use the product successfully, he should have just gotten it
    returned and a refund issued, without future attempts to troubleshoot
    or try to point out what had gone wrong. And no, he shouldn't have
    tried to retain the customer.

    Is that what you were asking?
     
  3. Robert Baer

    Robert Baer Guest

    After i wrote my response, i thought of something else.
    The use of garbage bags might have been the most stupid thing to use.
    Just because they may be black means *nothing*.
    There could be stray beams of light or IR bouncing all kinds of ways
    off the slick surfaces and royally messing with any detection scheme, no
    matter how fancy or sophisticated.
    Talk about ground clutter...
     
  4. Joel Kolstad

    Joel Kolstad Guest

    I think the seller should have just sent him a refund early on and forgotten
    about it. I'd even refund the guy's purchase price of the software -- the
    seller is just plain wrong when he says that "no one offers refunds for
    software that can be copied."

    The whiny customer does ask for many things that aren't reasonable in an
    inexpensive product (full power-on self tests), although it's also true that
    in many cases a lot of self-diagnostics can be added without changing the BOM
    price at all by just adding more software. Of course I have no idea if that's
    the case for the particular product in question here.

    Oh well...
     
  5. John  Larkin

    John Larkin Guest


    Quit hijacking our newsgroup, you creep.

    John
     
  6. Robert Baer

    Robert Baer Guest

    I know almost nothing about shooting, and at first had no clue as to
    what the equipment was supposed to do , how it was to be used, or how it
    worked.
    In reading the story, it appears that the unit(s) somehow detects a
    moving object (like a bullet) and indicates the speed of that object.
    If that interpretation is correct, then i say that is very impressive
    for an optical device!
    From the interplay, it seems that this equipment is not only rather
    specialized, but needs a certain amount of care in use for optimum results.
    That is to say, anyone using the equipment should know a) WTF it is,
    b) WTF it is *for*, c) HTF to use it, and lastly d) HTF to take care of it.
    In short, ignorance and dummies are not allowed (or quiet either).

    One bad thing about the interchange, was the apparently long periods
    of silence between missives.
    I think that after the first long delay, that some reasonable
    attempts to "close the loop", ie make for voice communications were in
    order.
    As most electronic technicians or engineers know, excessive delays in
    a feedback loop can cause oscillations - the equivalent of undesirable
    squeals in the loudspeaker and the breaking of eardrums.
     
  7. Yzordderrex

    Yzordderrex Guest

    I would have handeled the guy wurse. I have little time avalable to
    deal with inkompetant dolts. God bles my wife and anyone else who
    works in retail and has to deael with the armys of morons on a daily
    basis. I want to know why we can't just kill stoopid people on site.
    If abortion is legal, and capitol punishment is ok, then wtf can't I
    just shoot the imbeciles?

    regards,
    BOb

    ps pleese ignor spel errors cuz I kan't spel good,
     
  8. Tobias Brox

    Tobias Brox Guest

    [Guy Macon]
    I choose to believe that the whole incident is mostly due to
    miscommunication or a lack of communication, and that the failure
    happened very early, after the first email from the seller the
    customer spent too long time doing diagnostic, and he got a negative
    attitude and got fed up with the whole thing.

    It can very well be that there is some distance between the setup
    where the customer can test the equipment, and the "email terminal"
    where he can communicate from. In such a setting, I can fairly well
    understand that the customer chooses to spend long time carefully
    examinating the first hints he got from the seller - and maybe
    particularly due to the optimistic ending of the first email.

    The seller writes in his comments that the problem probably could have
    been solved easily if telephone was used instead of email. Of course,
    it's always easy to be smart in retro-perspective; the seller should
    in the first email have stated his telephone number and encouraged the
    customer to call. Probably a better ending would be "check those
    things first, and then call or write me back".

    If I read the communication correctly, the customer does come with a
    fairly good theory of what's wrong (the first digit on the display
    doesn't work) and as far as I understand, the IR tops did work at
    first, the customer could see the green indicator lights (but failed
    to see that one of them faded away). While checking the IR tops, the
    customer also noted that the power for one of the tops was
    alternating. I do not know this kind of equipment well enough to
    estimate the users techincal knowledge, and I don't know how much this
    system costs. Self-diagnostics and bootup-tests is fine, but will add
    to the cost of the product, and it will never be able to catch up with
    all kind of errors that may occur.

    I also think that if a customer buys a package, with software
    included, and have legitimate reasons for returning the package, he
    should also get the price for the software refunded.

    I had a bit of a similar situation some days ago, a lengthy
    communication between one guy at support and a customer was sent over
    to me. The customer apperantly was employed in a "finance
    institution", but I discovered that the real problem was that he
    didn't really knew the difference between a credit card number and a
    bank account number. The tone from the customer had already started
    to become a bit angry, in such cases I think it's nice that some other
    person takes over. When beeing stuck with problems, it's often an
    advantage to get some fresh eyes to look at it.
     
  9. Ian Stirling

    Ian Stirling Guest

    Hunting down and killing customers is frowned on is it?
    IMO, he missed the light, or it was intermittent, and on when he looked,
    and started checking stuff.
    Once he had that amount of time invested, he wasn't going to admit a mistake.
     
  10. Jim Thompson

    Jim Thompson Guest

    Gee, John, If you'd stop replying to Guy the "hijacking" would cease.

    Just give him the ctrl-K and be done with him.

    ...Jim Thompson
     
  11. John Fields

    John Fields Guest

     
  12. Jim Thompson

    Jim Thompson Guest

    Gee, John, We don't have any sand here in (Sonoran Desert) Arizona,
    but I understand there's plenty in Austin ;-)

    ...Jim Thompson
     
  13. Guy Macon

    Guy Macon Guest

    I agree. The reason for limiting returns on opened software is to
    prevent someone from buying it, making a copies of software and
    manuals, then returning it for a refund.
     
  14. John  Larkin

    John Larkin Guest

    Well, they can't spare any. They need it to sop up all the beer they
    spill, and to catch the batshit.

    John
     
  15. Damn, the fucking bastard did it again. Seems I've replied
    twice on a crosspost to prod-dev.

    This Guy Macon should be hanged by his balls.
     
  16. Rich Grise

    Rich Grise Guest

    There has been a very long thread on sci.electronics.design in the
    last few days about the virtues vs. vices of various sizes of
    various chemistries of batteries/cells; it has been primarily
    about wireless mikes and other aspects of the audio in a performance
    situation. From what I've been able to glean, packs of AAs
    are demonstrably "better than" 9V stacked-cell batteries -
    statistically significant differences in performance to the point
    that at least one participant in the thread has, for all practical
    purposes, declared that he will not buy 9V batteries any more where
    reliability is important to the application.

    Unfortunately, I've forgotten the title (subject line) of the thread,
    but if you search on Author: Joerg and "church" in the article body,
    that might be a start.

    So, what did you need to know about bad customers?

    Hope This Helps!
    Rich
     
  17. Rich Grise

    Rich Grise Guest

    What's a "shooter?"

    Thanks,
    Rich
     
  18. The Customer Is Always Right, Even When he's Wrong.

    (and I've plowed through about two screensful of that webpage, and
    _still_ have no idea what he's selling!)

    Good Luck!
    Rich
     
  19. Pig Bladder

    Pig Bladder Guest

    And wars.
     
  20. Pig Bladder

    Pig Bladder Guest

    Abortion is legal because a fetus is tissue, until it can breathe,
    beat its own heart, and suckle without the intervention of heroic
    technology. [1]

    Capital punishment is morally equivalent to murder by Lynch Mob, but WTF?
    Ask a Texan - "He needed killin'!"

    PS. You make it difficult to "ignore" your stoopid spelling, especially
    when presented in such a flagrant display of "Making a Statement When
    You Have No Fucking Idea What You're Even Trying To Say."
    --
    Cheers!
    The Pig Bladder from Uranus, just flapping the ears of "STOOPIDity"

    [1] Imagine you are presented with two photographs - one of a pregnant
    woman, the other of a woman who has sprogged, and has a viable infant
    at her breast. One is a picture of ONE PERSON, who happens to be pregnant,
    and the other is a picture of TWO PEOPLE, one of whom is in infant.

    What's the difference? THE MIRACLE OF CHILDBIRTH.

    Chew on that for awhile!
    Pb
     
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