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jgamtmann2(at)GMAIL.COM
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 Posted: Mon Jun 25, 2012 7:31 am Post subject: 1562 |
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Thanks to David and the List, the problem with my 1562 Maintainer has been solved. Schumacher, on the other hand was either unwilling or unable to help me.
Regards, Jürgen Amtmann
Do not archive
[quote][b]
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mrspudandcompany(at)veriz
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| Posted: Mon Jun 25, 2012 7:58 am Post subject: 1562 |
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Thanks to David and the List, the problem with my 1562 Maintainer has been solved. Schumacher, on the other hand was either unwilling or unable to help me.
Regards, Jürgen Amtmann
Please let us know what you did to fix it.
Thanks,
Roger
Do not archive
[quote] [b]
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nuckolls.bob(at)aeroelect
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| Posted: Mon Jun 25, 2012 8:14 am Post subject: 1562 |
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At 10:25 AM 6/25/2012, you wrote:
| Quote: | Thanks to David and the List, the problem with my 1562 Maintainer
has been solved. Schumacher, on the other hand was either unwilling
or unable to help me.
|
Good to hear . . . probably 'unable' . . . in large,
ISO9000 organizations folks are hired to fill silos
of duty and supplied with "organizationally correct"
knowledge to fulfill those duties. On top of that,
they're seldom mentored to hone their skills at
performing those duties.
Hence, the individuals who talk to you on the
phone are multiple levels and silos away from
the folks who designed the product. Unlike airplanes,
there's no maintenance services for customers.
Devices like a 1562 that retails for $20 and costs
less than $5 to build is simply a disposable
commodity. The very best response one can expect
from 'factory support' is an offer to replace
on warranty.
You may recall my narrative of a visit to MPA's
alternator re-manufacturing facilities a few years
ago. Return rates for good, better, best alternators
was something like 18, 12, and 6 percent. All three
'grades' were the exact same alternator sold perhaps
in a different box and supported by a service-
contract that the customer buys built into the price
for the better and best.
MPA didn't keep tight records as to reasons for returns.
Periodic studies showed that the vast majority of
all returns were 'no fault found' . . . the rates of
return seemed to have more to do with the grade of
installing/troubleshooting mechanic. Returned units
didn't get any heavy screening at the retail counter.
Perfectly good returns were simply dumped into the
re-cycle stream and processed just like a unit covered
in 100,000 miles of grease and mud.
This is because labor is the largest single cost for
end-to-end service on most commodity products. It simply
doesn't make sense to even wonder about why a device
is returned. Only when statistical process controls
show a marked jump in overall returns will engineering
or QA even get into the loop. The cost of processing
no-fault-found returns is simply factored into the
cost of doing business and added to the retail price.
So I'm not surprised that your experience with
Schumacher was less than satisfying. I suspect it would
be equally unsatisfying if you were dealing with MPA.
There's simply no return on investment for giving the
occasional customer an intellectually satisfying
experience for having found, understood and fixed
root cause in spite of the fact that both companies
produce a stellar product,
It's the new world of consumer products where
everybody strives for a $100,000/year job. It's cheaper
to pitch/replace their work product than to fix it.
Bob . . .
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nuckolls.bob(at)aeroelect
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| Posted: Mon Jun 25, 2012 8:14 am Post subject: 1562 |
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At 10:55 AM 6/25/2012, you wrote:
Thanks to David and the List, the problem with my 1562 Maintainer has been solved. Schumacher, on the other hand was either unwilling or unable to help me.
Regards, Jürgen Amtmann
Please let us know what you did to fix it. Thanks, Roger Do not archive
Yes! Pictures would be great too . . . if you had to do something inside.
Bob . . . [quote][b]
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