Readers’ Mail

After Sales Service… Trials and Tribulations!

We regularly receive mail concerning After Sales Service and the somewhat irregular character of services provided. The latest at hand prompted this article: Olivier P., who owns an LD/DVD player, exposed some of the background to his problems – after running into problems with his player, he sent it back to After Sales Service, and after several weeks, the machine came back unchanged, without even the Bios having been upgraded.

We should underline that this is not a case, for us, of a witch hunt for any manufacturer in particular: the chronic deficiency in After Sales Service affects almost all brands, and our aim is simply to attract the attention of the latter by being the sounding board of internauts who send us testimony of their misfortunes.

Who hasn’t heard of, if not experienced, these kinds of problems with machines spending more than one month in ASS, to eventually come back, sometimes still broken down, or at other times with a brand new problem as a bonus?

We have to assure you that this being said, this series, worthy of all the laws of Murphy, only affects a minority of consumers, which takes nothing away from the bitter taste left in the mouths of the latter when this happens. When one pays a large sum to finally obtain the machine of one’s dreams, the least one could expect is that the level of ASS should be in keeping with the quality of the machine. The problem, however, remains in the occasional deficiencies in technical stations, which are occasionally lacking in human or material means.

Let’s thus hope that technical management and other decision-makers will try to do their best to find better means of responding to our needs, which are not simply to “consume”, but also to enjoy and make the most of the machines we buy.