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Subject: Businesses' obligations to their customers
From: William Sommerwerck
Reply To: mapug@shore.net
Date: Sat Aug 26 06:23:12 1995

Jim Nielsen wrote:

>> (sigh, sigh)

>> What a bizzare attitude! I certainly won't be requesting that my money
be refunded, and I don't expect Meade to work for nothing. Maybe it would be best if you did return your scope. I don't expect that you will be happy with it anyway.

There is NOTHING bizarre about asking that a product (from Meade or anyone else) meet its published specifications, or have the features listed in the ads! In fact, IT IS REQUIRED BY LAW (the Uniform Commercial Code).

All companines make mistakes, and customers should be patient (sometimes VERY patient!) while they're resolved. (They should also make sure they really understand just what it is the company is claiming/promising.) But if a company cannot, within a "reasonable" time, make good on their promises, the buyer has the legal -- and MORAL -- right to demand some restitution -- including a full refund, if requested.

Mr. Nielsen's final remarks -- "Maybe it would be best if you did return your scope. I don't expect that you will be happy with it anyway." -- reflect the all-too-common attitudes of "If you don't like it, tough."; "If you don't like our product, go elsewhere." ; "Don't you know we're in business to make money?" ; "You ought to be grateful that Company XYZ even deigns to manufacture this product." etc., etc. I'm reminded of a time when my credit union charged me for services that they shouldn't have, and refused to return the money. After loudly complaining, I was told -- "politely" -- that I should take my business elsewhere. (I didn't, and I plan to eventually make them "do the right thing.") Meade (though not perfect) has not -- even *remotely* -- fallen to that level of behavior.

Several years ago, I bought a 32" digital TV from Toshiba, at an "accomodation" price for reviewers. The set worked, but the picture tube had suffered internal damage that caused all sorts of Truly Weird image defects. After sending two experienced technicians to look at the set -- both of which "ran screaming" after they saw it -- Toshiba (without any griping) refunded my money in full, including all freight charges. Good going, Toshiba.

Meade, if anything, is the victim of its own success.