Path: utzoo!utgpu!jarvis.csri.toronto.edu!mailrus!uwm.edu!uakari.primate.wisc.edu!ginosko!usc!srhqla!nrcvax!rick
From: rick@NRC.COM (Rick Wagner)
Newsgroups: comp.sys.ibm.pc
Subject: Re: Ridiculous Problems with MS Mouse
Message-ID: <382@nrcvax.NRC.COM>
Date: 18 Oct 89 19:07:24 GMT
References: <-286529977@hpcupt1.HP.COM>
Reply-To: rick@nrcvax.UUCP (Rick Wagner)
Organization: Network Research Corp., Oxnard CA
Lines: 103

In article <-286529977@hpcupt1.HP.COM> swh@hpcupt1.HP.COM (Steve Harrold) writes:
>Re: Replacement cord for mouse
>
>While I'm not condoning MS's refusal to just send you the replacement cord
>for your chewed up mouse, its position is quite usual for any supplier
>of any goods.
>
>Consider the page in your novel that you spilled coffee on.  Would you
>expect the publisher to send you just that one replacement page?

A novel is not considered a serviceable item.  Even if I mailed it to
the publisher, they probably would do nothing but offer to sell a new
one.  It is fairly well understood that a book is non-serviceable.
But an electro/mechanical device such as a mouse is usually assumed to
be serviceable, and that there be replacement parts available.  MS did
in fact offer to repair the mouse, implying that parts are available.

>
>Consider that gasket that you need to replace in your dishwasher.  Would
>you expect the manufacturer to send you just that one piece instead of
>some kind of fixup kit with a lot of redundant hardware?

If I understand the original author correctly, MS did not even offer
to sell the "fixup kit".  True, I could not fault a manufacturer for
packaging parts into service kits.  But I would still be annoyed if my
dishwasher manufacturer told me "Yes the kit is available.  No we will
not sell it to you; mail us your dishwasher, along with $$$, and we'll
get it back to you in 6 weeks."  Again, it was not the position that
the parts were unavailable, but that they refused to sell them, if
they didn't make $$ for doing the repair.

> 
>The problem boils down to the cost of inventory.  There is no way any 
>profitable supplier can provide a part number for every single part that 
>comprises his products.  The part mix is constantly changing even though 
>the product specifications remain constant. (As a matter of fact, software 
>suppliers do this too; just knowing the version number is often inadequate, 
>as they also need to know the dates of the files on the disks.)  

But MS said they would fix it.  So, they must have the parts.

> 
>The following paragraph is pure speculation: How do you know which of 
>three connectors were used inside your particular mouse to connect the 
>cable to the rodent? Since the mouse is only known as the MS Mouse, 
>how can MS know which connector is present unless they look inside?  

I flip it over, and read off the label.  On my mouse it says "InPort
mouse".  I then say "I need the cable that runs from the mouse to the
little in-line box." (BTW, does anyone know what that little box is
for?  Is it just to give a connection point for the various short
interface connectors?)  Most reasonable manufactures at least put on a
rev # or manufacture date, allowing identification of replacement
parts.

>Should they send you three cables, each with a different connector?  

Only the one I described.  If they only have kits, sell me the kit.

>Should they charge you the cost of one cable or for three?  

Only the one I asked for.

> Since this 
>cable is not normally considered a consumable (like spark plugs), is it 
>reasonable to set up special bookkeeping to track cat chewing problems?  

Is your dishwasher gasket consumable? Not really, but it is subject to
failure.  Does the manufacturer have a special code for every worldly
event?  A check box for "xxx chewed it up", "Truck drove through
kitchen", etc?  I think not.  It probably has codes for "Failure due
to manufature defect (describe)", "Failure due to customer
neglect/abuse (describe)", etc.

> 
>If the manufacturer did indeed provide for all these possibilities, it
>has to be paid for somehow.  Should I be elated that my cost for his
>product is going to be higher? (And I don't even own a cat.)  

But the manufacturer does have to, and apparently does, provide for
them.  Again, they did offer to repair the mouse, but only if you paid
them for doing the repair.  They would still charge you additionally
for parts.  They would still have to account for the part in and out
of inventory.  If they track the cause of failure, they would still
have to do that.  Every thing is the same, except who supplies the
labor, and whether or not the author is out of service for xx weeks.

>
>Please don't get me wrong.  Emotionally, I'm on your side with respect 
>to the needed repair.  All I ask is that you consider your problem in 
>light of everything else that is going on.

And I ask the manufactures to consider the impact on their paying
customers.  It would not surprise me that service departments for many
companies are money sinks, costing more to run that they bring in.
But in spite of that, many companies do have service departments, to
keep their customers happy, and returning to buying more stuff.

-- 
===============================================================================
Rick Wagner						Network Research Corp.
rick@nrc.com	rick@nrcvax.UUCP			2380 North Rose Ave.
(805) 485-2700	FAX: (805) 485-8204			Oxnard, CA 93030