Company spokesman occasionally pass through, sometimes for the sole purpose of promotions or damage control. Its true that many fail to remain or even appear, but, before we place all the onus on hostile customers for this event, let us take a look from a wider perspective.
In some cases, it can be persuasively argued that certain company policies are counter consumer interests, contrary to stated claims.. There are cases where the policy language is ambiguous, confusing and open to interpretation. Its implementation may be inconsistent. Contradictory claims are made by various parties (company reps and dealers), as well as outright false claims about policy stipulations and intent. Thus, tough questions, comments and criticism will naturally arise in a discussion forum. While I, for one, appreciate company spokesman who represent their company and products on this forum, I do not appreciate the added confusion, obfuscation, deception, and disregard for pertinent questions clearly asked, or the lack of a clear, plain, simple and consistent explanation a customer deserves, that take place in these discussions. This is not always the case, just a re-occurring event.
And yes, it all comes down to what is said/written and how it is said, doesnt it? This is why companies carefully scrutinize, choose or omit every word in their policies, in order to convey the desired interpretation according to the desired objective.. Many companies are keenly aware that they will benefit by creating confusing policies which will be interpreted by many as containing benefits, that will later be denied, by confronting queries with a different interpretation, which many will accept. Along with the knowledge that the cost and effort of any legal action can not be economically justified by the affected party. This is not delirium of persecution, it is the resulting practical affect caused by certain company policies, intentional or not, on customers and clients everyday. And something relevant company official are, or should be, keenly aware of.
Phil, you mentioned Larry of Scubatoys. He consistently receives praise from his customers on this board. Other dealers and companies who come on here and espouse certain ideas and practices do not. So it is not an us against them issue.
Back to the warranty discussion, Mares has omitted the word labor from this policy, and the result is confusion and varying interpretations. Anyone who reads the other referenced thread will note that an older Mares warranty policy clearly stated labor was covered. Clear, is it not? No arguments about it. If you now want to omit labor, fine - but clearly state it as you clearly state other items omited and conditions limiting coverage. It is not about considering every possible situation under the sun, as you imply. Parts is clear. Who pays for shipping product to Mares if customer ships is clear. Which parts are covered for only two years is clear. Who pays for regular service is clear. Other stipulations necessary to validate and maintain the warranty in effect are clear. But labor - is not. Who/what the authorized repair facilities ( which you claimed were authorized dealers) - are not. Things are either clearly stated or not. Plain and simple. You may hear complaints about something being covered or not, but this argument, which resulted from an attempt by some of your customers to decipher the details of this policy would not have taken place. It is precisely due to the words written in this policy, along with the words you have chosen to use in your replies at different times in response to the issue of labor coverage for a defective product qualified under warranty that has created confusion, as an example. Your response to the same question are clearly contradictory and your answers remain effusive. Please explain how entire cost coverage excludes labor. Again, post the warranty quote you claim clearly states the exclusion of labor costs by Mares for a defective product covered under warranty. I have posted a quote from your warranty to support the opposite argument. The full text of the warranty policy can be seen on the other thread. If quotes such as those are clear to you, I truly hope we have a misunderstanding about the issues discussed, otherwise, your message is indeed very clear as well. It is not uncommon to see discussions here where people are talking passed each other, discussing different aspects. No one is immune from this at one time or another.
One more thing, please reply to OkieDivers question and relevant issues. Not to me, but to every Mares authorized dealer. Why do I care? Because as a Mares customer, who is proud to own what I consider to be an excellent product (regulator), I do not appreciate walking into dive shops and having to hear snide remarks about Mares customer service issues, especially when they have an actual and direct impact on the servicing of the product and customer treatment.
When I compare my Mares warranty policy card of a few years ago to the newer one on the other thread, I do not like the direction taken in this instance. When I read about authorized dealers charging customers for labor covered under warranty. ( we disagree on policy interpretation) When I read your comments here, I see effusiveness, not clarity on some very simple issues. When I read some of the Dacor customer comments here, I can understand their pain. So you see Phil, for some of us, it is not always easy being a customer, and apparently dealer as well, of Mares, of company X, or of LDS Y, consider that next time you sense hostility in your customers and place the onus on them.
Yes, the past is the past. But you cant just wave a magic wand and say all the damage that has been done is forgotten in an instant - all has changed, as I believe you alluded too. If you want to earn my, and some others, trust and support - change the ways of the past with words and deeds. You say Mares has, I respectfully disagree, for the aforementioned reasons. Normally, I would gladly give Mares the benefit of the doubt, as I have on another issue in the past, but at this point, I feel it is up to Mares to regain the trust and respect they lost. Am I too demanding? Perhaps, but my requests are simple, clear, and I believe within reach of a company who values every customer - and demonstrates it by its words and actions.
Good luck in instituting real change.
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