[Kenwood] Response

[NR1DX]

At 07:53 PM 7/23/2003 -0700, Mort Arditti wrote:
>Hi,
>It is unfortunate, but many companies simply do not care
>to support their customer base.

Actually in this day and age it has more to do with the deterioration of 
the employee / company relationship. The company no longer has a long term 
interest in the employee and not unsurprisingly the employee has no long 
term interest in the company. The folks we talk to on the phones are 
typically way down on the food chain, typically have little interest in the 
situation and are just following what they perceive the "rules" are with 
little thought to the consequences of any given situation.

>Many years ago I had very slow response from Kenwood.
>Somehow I found the name of one of their V.P. (sale, marketing or
>??)
>and wrote him a nasty letter.
>Surprise, surprise. Service went from a slow crawl to high speed.
>This approach works with most companies.

At the VP level you actually have found an employee who has enough 
"interest" in the company (and as a result the customer) to solve problems. 
The pity is that they seldom have the insight or the bandwidth to look 
beyond the immediate situation to understand how things got so bad that the 
customer had to involve them in the first place. The approach Mort suggests 
works very well  and I have used it many times , including of all things 
with large well established software companies.

Dave
NR1DX
nr1dx@arrl.net

"A man who picks a cat up by the tail learns a lesson he can learn no other 
way" .... Mark Twain