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From: nghiem@walt.cc.utexas.edu (Alex Nghiem)
Newsgroups: comp.sys.mac
Subject: Re: Everex WARNING (flame followup)
Summary: Warranty problems typical of the industry
Keywords: warranty flame
Message-ID: <16140@ut-emx.UUCP>
Date: 30 Jul 89 16:16:16 GMT
References: <11305@cit-vax.Caltech.Edu>
Sender: news@ut-emx.UUCP
Reply-To: nghiem@walt.cc.utexas.edu (Alex Nghiem)
Organization: The University of Texas at Austin, Austin, Texas
Lines: 35

[ problems with warranty with Everex Systems ]

I had this same problem with U.S. Pioneer with a stereo system
that was worth 750.00 on the open market. Basicly, the unit
did not work from day one and was shipped back and forth to
the warranty center about five times. 

The unit was bought in 1978 and warranty problem 
was not resolved until 1982 (four years.) To force the situation
to a close, I angrily mailed a cover letter explaining the situation, with
complete copies of all transactions [including statements from witnesses,]
to U.S. Pioneer, the Students attorney, and all consumer protection groups
I could get my hands on. (Better Business Bureau, the State Attorney
General's office, etc.) The size of the final stack of xerox copies was
over 100 pages.

In the end, someone at Pioneer finally relented. I got a complete 
replacement of my stereo component with a system that was worth slight
more than the original component. And, fortunately, the replacement
system has been extremely reliable.

But, I will always bear a grudge when buying Pioneer components
because even though there was an acceptable resolution to the problem,
it took FOUR years of massive headaches.

My suggestion to you is to follow the route I take, and do it 
quickly. Nothing motivates a company more that a DOCUMENTED public
allegation of wrong doing. If you do not scream, they will simply
pigeon-hole your file even though in the long run they will
loose more money in man hours and replacement costs and loss of a
satisfied customer that if they had simply refunded the unit in the first
place.

nghiem@walt.cc.utexas.edu
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