Originally Posted by MSIalex
Yes, inexcusable but there is a process that needs to be followed and there was a breakdown somewhere along that process.
Part of the problem though, is that forum posts like these do not explain the whole situation properly. No one talks about the great 99% RMA cases, they only talk about the bad 1%.
Either way I'm helping to address this issue directly.... and it starts with me getting all the information.
RMA'ing a product is a simple process. While I'm sure that the OP didn't include every grueling detail, I'm sure he has portrayed his experience accurately with emphasis on how he was treated.
It may be true that 99% of cases go through without fault, but it's that 1% that defines a company. That 1% is how I will remember someone was treated by that company when they needed replacement of a product. That 1% effects the decision I make when buying products; it effects whether I will look once, twice, or possibly buy it.
Let's not kid ourselves, if he hadn't posted this here nothing else would be happening right now. Which prompts the question; How many of these cases are there where the consumer lost? Where the consumer decided against sharing his/her experience? Where the consumer took the blows in stride and decided to end the situation and received nothing but an unapologetic sorry in the end?
I can appreciate that you are trying to help, but it's what happened before that matters to me. Will you always be here to help? If I buy a product from MSI and it stops working a couple of months later can I count on you to help me when I fall into that 1 percentile? These are obviously rhetorical questions so let me ask you one that you can answer; what's being done to prevent situations like these?
These kind of situations are becoming more and more common amongst vendors. It's becoming second nature for the consumer to just have to shrug it off. A company's customer support is almost as important as the quality of the product in my eye. I may be part of a small group that sees things this way but I'd rather buy a product from a company that will replace it without having to convince them to do so. Or without having to jump through several hoops because they can't recreate a situation. I shouldn't be treated like dirt because I bought an inferior product. This should have been an open and shut case yet it was pulled through the ringer.
In the end I know every company known to man has put more customers through situations like these than there are people in the US. I guess I should take more from the fact that someone is actually attempting to do something about it than the fact that it happened to begin with. I just can't help wondering how much worse this is going to have to get before something is done about it.