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Subject: Re: [M]: Meade's web site - silly question
From: Scott M. Harrison
Reply To: mapug@shore.net
Date: Sat Jan 04 00:03:41 1997
I have followed this particular thread with some interest, especially
since Meades customer service practices seem a little bizarre to me.
Meade manufactures products for sale to the general public. Doing so
exposes the company to the risks of doing business, one of which is the
production of a certain percentage of defective products(hopefully a low
percentage, assuming due diligence on Meade's part) which make it into the
hands of the consumer. Another is the risk of marketing your product to
the inexperienced consumer, who, when faced with a problem, may need to
contact the manufacturer for support. The list goes on and on. These
"opportunities" for the consumer and the manufacturer to interact may not
always occur in the most professional of manners, be it voice mail, fax,
e-mail... whatever. That does not give the manufacturer the reason to
limit the lines of communication. If too many customers bitch(excuse me)
at them over the phone, are they going to turn them off?? Doubtful.
Likewise for the other mediums of communication.
My thoughts on this issue are this. Meade does whatever they want because
they can do it. Apparently, at this point in time, there is no incentive
for them to do it any differently. Unfortunately, in the business world
today, doing something for the case of goodness is many times put second to
the accumulation of dollars. Economic incentives(or percieved economic
threats) make companies turn on a dime. Just take a look at company like
Microsoft today to understand what I mean. Watch things change at Meade(or
any company) when the money stops coming in.
Now that I've criticized Meade(only a little) am I going to sell my LX-200
and the other Meade equipment I own? No, it's working fine for me. Will I
buy more Meade gear? Yes, I'm almost sure of it. WHY? Because right now,
in my inexperienced world, I'm not sure of the alternatives to purchasing
Meade. Rest assured, discussions like the ones that take place every day
in this newsgroup will help me make more informed decisions when it comes
to upgrading my scope. I will factor my perception of Meades commitment to
customer service into the buying decision.
Meade would retain much more respect from customers like me if they took
their lumps like professionals, not running when the criticism starts to
get hard to take. I hope that they discover the rewards of standing in the
trenches with the users and feeling the frustration or delights that come
with doing so.
Scott Harrison
SHarris1@execpc.COM
----------
> From: SC <scowan@mindspring.com>
> To: mapug@shore.net
> Subject: Re: [M]: Meade's web site - silly question
> Date: Friday, January 03, 1997 9:07 PM
>
>
> >Kal,
> >
> >I read your words, clearly understood them and believe you.
> >However...
> >
> >What I can not fathom is why in the world a company would turn its
> >back on its customers?
>
> snip.
>
> I do not equate Meade's not putting the list on its page with turning its
> back on customers. This list is populated by a few folks who expect
Meade
> to walk on water. If I were involved in the decision, I wouldn't link the
> group.
>
> Meade has been nothing but great in solving any problems I have had with
> their products-AFTER purchase. If a perspective buyer reads a one sided
> rant on the group from an irate whiner who may or may not have a legit
> complaint, they might not purchase Meade. Meade would be dopey to expose
> themselves to that.
>
> That being said, I relly wish there was direct e-mail support for meade
> owners on their website.
>
>