Once upon a time an auto manufacturer linked customers (with screened topics/relevance) to the production workers that were involved with a failure or premature problem.
One example was an issue with a brake or brakes not installed correctly.
It was a brief deal/experiment from what little I can recall but gave direct feedback to multiple parties.
It seemed both those who built and those who purchased were interested in the directness.
Certainly not like that with my latest new vehicle and resolution.
I give an ignorant diagnosis; they find the cause at the dealer and in one case the defective part (a new steel line with a hole in it was one item) gets replaced.
No feedback from manufacturer.
And the dealer service always warns of an expected survey of their performance. With only a hundred percent satisfaction being acceptable to the company.
I'm not sure that leads to improvement.
I do fine, but does the business and industry really have an honest finger on the pulse of what is going on?
A saw fails to function properly new.
A buyer is not sawing with the new saw. Let alone satisfied with it.
Both the dealer and the company suffer reputation.
Could it be the dealer only letting the customer and products reputation down? It doesn't matter now.
Like other dealers and manufacturers, here is a case of losing a future sale again.
Brand loyalty is now gone. (My opinion.)
Where the dealer or factory could have replaced the carb. Or at least diagnosed the actual problem.
Service and parts availability is important when shopping. You're right about that.
No price (even a premium) is fair if a product does not perform.
Chainsaws have seen a downward trend in box store qualities. Brand name is not the assurance it was. Among more than one big name in it's homeowner lines.
Why not have consistent quality and customer satisfaction and retain a reputation for building the beast or near best?
In saws, there's been a limited group to choose from for "the best/better" quality. Longevity given proper care and reasonable lifespans.
Yes, an item is designed to last only so long. But quality shows in consistent performance during its lifespan.
I have a saw I'd have to guess is forty years old(?)
Needs one of the two studs that hold the bar replaced. (User issue causation).
Shareholders and corporate boards don't care. Better to sell a saw every five years to a repeat customer than every ten years.
After all, what can't be built cheaper and sold for more money?
One of the tractors in the yard is overbuilt. A 1947 that still performs.
Not only can the steel and iron quality not be duplicated due to cost, but the tractor itself.
New tractor costs (even the low-price points attended with the warning flag of you get what you pay for) are considerable.
Yet malfunctions come with the best/better brands.
A friend who was almost nervous when I'd go over his new top brand tractor periodically had it serviced under warranty for failures no customer should face so soon.
Sounds simple, but his dealer was quite a ways away.
He's bought two more new ones many states away though. For the brand name.
I'll have to ask him what's failed lately next time we talk.
earthlings.
