[slinkelist] DXSgusting Customer Relations

[Roark7@aol.com]

After reading everything you submitted, I feel a bit compelled to stand-up 
for Colby & Co. 

They admitted there was a bug.  To this end they offered to take the unit 
back & refund your money... or you could accept the upgrade when it became 
available.  The fact the programmer was on vacation sorta sucks, but you said 
it yourself: It's a small company. This is bound to happen at some point, and 
Murphy says it will happen at the worst time.  Programmers need vacations too.

Maybe I'm missing something, but what else would you have them do? You say 
you aren't satisfied with the way they responded yet they offered to make it 
right or refund the money. I submit they were square with you when they could 
have danced you to death.  I can name a bunch of Fortune 500 companies which 
wouldn't have admitted there was a bug in the first place and would plainly 
have told you "well gee... that's funny... it worked when it left here... how 
did *you* manage to break it? / file a claim with the shipper for damaged 
goods", etc.  This would be good for weeks of delay. They could have censored 
you from this list.  They didn't.

Any time you get a product more complicated than a toaster-controller, you're 
going to have a bug or two.  If you buy into the first few shipments, you can 
almost *expect* them. Its just part of the game.  Nothing is perfect the 
first release.  If you are emotionally unprepared to deal with this, then you 
shouldn't be buying until the trade journals are tired of reviewing the 
product.

No flame intended.  Just presenting an alternate point of view.

Roark
Ventura, Ca