T&T: Prosine 2.5 Follow-up

[Richard P Blake]

James,  I fully understand your companys position.  I find it
unbelievable a company would market a product to its customers that is
too technical, costly, or time consuming to maintain.  One would think a
reputable company with good product planning and development would be
able to eliminate these issues or the product would not go to market.  I
was employed as a Service Planner and quality engineer for 41 years by a
major computer company.  If any product manager tried to bring a product
to market with these type of faults they would have been fired on the
"SPOT".  Your commitment to the customer shows by the responses I read on
the WEB about your products.  Zantrex and Prosine do not have a good
product image and will continue to receive negative press as long as you
sell $2500 products that exhibit high failure rates and  no post warranty
service strategy.  You may have gotten my $2500 but it has bought you the
worst kind of advertising campaign money can buy,  negative "WORD OF
MOUTH".   I have always believed that the company that put out a bad
product survived if they stood behind it and made it right.  Shame
Zantrex doesn't feel that way.  The buy anouther unit at a discount while
I make more profit on your purchase and misfortune doesn't demonstrate a
genuine concern for Customer Satisfaction by Zantrex.  This strategy may
be acceptable for customer who purchase $100 products.  But if you plan
to stay in the high end inverter / charger business you need to get your
act together.  The WEB is a powerful tool and (good & bad) word spreads
fast.


Regards,  Rick Blake
"Private Reserve" Port Charlotte, Fl.
36' Nantucket Sedan Powered by Yanmar
 

On Fri, 11 Aug 2006 14:22:50 -0700 "James Van Dyk"
<James.VanDyk@Xantrex.com> writes:
Hello Rick,

Your email from last week in regards to your failed Prosine 2.5 was
forwarded to me this week. To address one of your concerns, Xantrex does
manufacture serviceable products and has an Authorized Service Center
network in place for that reason. However, not all of our products can be
serviced for technical reasons or in some cases because of the time and
cost involved in doing so is prohibitive. In cases where the cost to
repair out-of-warranty products is too great, Xantrex offers a discount
on the purchase of a new, comparable unit with a new warranty. As you are
already aware from conversations with Xantrex Customer Service, that is
the case with the Prosine 2.5 unit you have. 

Unfortunately, I can't provide you with any different information about
the repairability of the Prosine 2.5, but I wanted to make you aware of
some the reasons why that is the case. If you wish to take advantage of
the discount available on a new unit, please re-contact our Customer
Service department.

Thanks.
James
--------------------------- 
James van Dyk 
Marketing Manager
Xantrex Technology Inc. 




Regards,  Rick Blake
"Private Reserve" Port Charlotte, Fl.
36' Nantucket Sedan Powered by Yanmar