Originally posted by: jonnyGURU
Originally posted by: Codewiz
It is TCWO's responsibility to get a working product to the customer. If he broke the faceplate then it is his problem. He has a valid point. This ISN'T a warranty repair. It is a shipping problem and that is TCWO's problem. Do you think if the case had been crushed in shipping that Antec would send him a new one? No, if it is damaged in shipping then TCWO needs to file the shipping insurance claim and gotten the guy a new faceplate.
Is this whole thing petty? Yeah but I totally see where the guy is coming from.
Actually, the guy has even admitted (another forum) that he knows that this particular model has an issue with the door on the face plate breaking off unexpectedly and that Antec is well aware of the issue.
Of course, this isn't on his page as it changes things a great deal.
I have an opinion about both parties involved and how this SHOULD HAVE gone down. But I don't want to get involved....
....well.... I posted in this thread, so I guess I
am involved.
At any rate, even to this guy's own account, TCWO management has contacted him (3/7 is what he says on his webpage) and offered to get the face plate on his behalf. This STILL wasn't good enough and the page is still up. He even said that after he refused to take the page down, he was threatened with legal action and he STILL refuses to take the page down. Is that the way to get a replacement face plate?
When I have irate customers call me up and say "I'm never buying from your company again" BEFORE they suggest how I can help them, my response is, "then what incentive do I have to help you? I can just hang up the phone now, right?"
Sort of puts things into percpective for the customer.

Unfortunately, too many people react emotionally to situations like this and that's when you end up with something like this. It's too bad, really. Such a waste of energy.