Manufacturer Support Horror Story

Author: Brian Karas, Published on May 04, 2017

Most manufacturers would be accommodating if an integrator asked to return product they never ordered, shipped to them by mistake. But, this company is not "most manufacturers", and has a different approach to dealing with this scenario.

A large integrator recently shared a story of almost having to pay for one of their mistakes, after they reacted by trying to be helpful instead of just demanding that they take the product back immediately.

**** ************* ***** ** ************* ** ** ********** ***** ** return ******* **** ***** *******, ******* ** **** ** *******. But, **** ******* ** *** "**** *************", *** *** * different ******** ** ******* **** **** ********.

* ***** ********** ******** ****** * ***** ** ****** ****** to *** *** *** ** ***** ********, ***** **** ******* by ****** ** ** ******* ******* ** **** ********* **** they **** *** ******* **** ***********.

[***************]

Shipment *******

** ** ******** ********** ********** **********, *** ********** ******* *** one ***** ********** ********* *** ********** ** ******* **** *** (who *** *** ****** *** *******, *** **** *** ****** to ******* ******** ** *** **********). *** ****** ********* * relatively ****** ******** ***** *** ******* **** ~*** ***** **** never *******. ****** *** ******* *** *** ******* *** *******, they *** **** *** ********* ** ******* ** ***** **** of **** ** ******** ****, *** **** ****** *** *** told **** **** ***** ******* ** ****/******* ***** ********** ******* of **** ******* **** ****, *********** ****** ** **** *** access ******* ***** ***.

No **** **** **** **********

*** ********** *** **** ** **** ******* **** ** *** unordered ********, *** ****** *** ************ * ****** **** **** a ***** ***** ********* *** ******** ** ****** **** **** would ** ********* *** ********* ********* ******* ** *** ************. At **** ***** *** ************ ******** **** **** **** *********** for *** ****** *****, ** **** *** ****** *** ************'* return ******, *** ***** **** ** ****** ******* *********.

Website ********* ***** ****

********* ** *** ********** *******, *** ************'* ******* ****** ******** return *******, ********* * *** ***/**% ****** ****** *** ***/******** product. **** **** ******** ******** ******* ***** ****, **** **** told **** *** ******* *** *****, *** ** ****** ************** could ** *******.

Final ********** ***** **********

*** ********** ******* *** ********** **** ** ****** *** ********* product **** *** *** ****** ** ***** **** ****, *** only ***** ********** ******* ***** ** **** ** ******* *** issue ********* ** ***'* ***** **********.

UTC ******* ********

***** *********** ********* *********** **** ***'* ******** *******, ****** ********* hold ***** *** ***** ******* *** ****** ** ******* *********** on ******* ********. **** ***** ** * **** **** ************* already **** ********* ***** ******** **** ****-**-***-****** ******, *** ***** core ****** **** ****/********* ******* *** * *** *** ****** manufacturers ** ******** *********** *** ********** ************. ******* ********** ***** and ************ *** *********** *** **** ******* ******** ******, *** give **** **** ************* *** ******* ** *****-**** ********.

Comments (14)

*****, *'** **** ******* ** ******* **** *** *** *** best/funniest ******* ********!

***, ******. ***** ******* **** * **** ****** * *** more ********** **************.

***** * ***** ****** ** **** *** *** **** ***** before **** * **** **. ** ***** *** **** **** sending ** * ***** ** ******* ** ****'* *****. * have **** **** ***** *** *** ******* ****** **** **** for *** **** *** **** **** ** ****. ******* *** always **** *** ******* ***** **** ***** *** ****** ***** long **** ***** *** **** ******* *** ********** ***** *******. The **** **** ***** ***** ** ***** ****** ******* ******. You ******* *** ******** **** *** ******** *** ** ********* runs *******. * **** ******* * *** ** ***** ** have ********* **** **** ******* *** ** ******* ******** ** longer ***** ********* *** ****** * **** ******** ****. ** that ***** **** *** ** *** ****** ** ***** ******* we ********* **** **** * *** ******* ******* ** ****** the ********** ******* ********* ****. ***** *** ** ** ********* about ***** *****. ** **** *** **** *** **** *** Milestone *********** ** ** ***** **** ****. * ** ****** for *** **** *** ********* *** *****. ***** *** **** gotten *** *** *** ***** ******** **** *** **** ** years. * *** ******* ** ******* **** *** ***** *** about **** *** *** ** **** ***'* ****** ***** ******** their *** ***** ** **** * *** ** ***** ******* systems **** **** *** *****. * **** **** *********** ****** over ***** ******* **** ****** *** ** ******* ** *** of *** ********* ******. * **** ****** * ****** ****** Imron * ***** **** **** *** ******* ** * ********* customer ** ****. ******* ** ***** ** ********** **** ******. This ******** **** ** ** **** ******* ** *** **** 5 *****. ** * ******* ***** ******* *** **** ***** they *** **** **** *** ******* ***** *** ** *** front **** ** * ******** ** *** ** ******* * Lenel ********. ** * ********** * ******* *********** ** *** "Access *******" ****** ** ****** ******** **** *** **** ** the **'* *** *** ** ****** ********* ******** **** ** what * *** ********* **. ******** **** ***** ******** ****'* going ** ***** ****** **** ****** **** *** ********* ******** of *** **** **'* *** ******** **** **** *** ***** will ***** ****. *** ***** ******* * *** ** ***** site *** ** ******** **** **** ** *** *** *** their **** *********** *** *******..******. ****** **** **** **** ***'* happen ******* *** **** ** ** *********. **** * *** walk **** *** ***** *** *** ** * ********* ******* board ***** *** *** *****. ******* * ** ******* *** Lenel ** *** ***** ** ** ******** ** *** ***** direction.

** * ******* ***** ******* *** **** ***** **** *** take **** *** ******* ***** *** ** *** ***** **** is * ******** ** *** ** ******* * ***** ********.

** *** ******** **** ******* *** **** ********* ** **** **** ****** **** ************ ***** *** ******* ***** ******** ***** ****** **** **** a ****** ****** - ********, ***, *****, **********, ***** **********, etc. ********** **** *** ******* ****** ** ******* ******* ****** is **** ** *** ***** ***** *** ******* ***** *******.

*** ******** ***** ** ***** * *** ****** *** ****** doable.

*** **** ** *** **** ****** ******** ***** *******.

***** ** ****** ***** *** *** ** *** ******** **** on ***** **** ** *** **********.

* **** *** *** ******* ** *** **** ***** *** the ********* ******* *** **** **** **** ** **** * just **** ** ******* **** **** *** ***** *** ***** their ******** ** *** **** ******** ****. *** **** *** theirs *** ** ** ****** *** "***********". * ******* * saw ** * *** ***** **** **** * ******* ******* or **** ** **** **** **** *** * ******* ******* and **** *** ** ** ***** ******* **** *** *** listed. ** *** ******** ***** *** ***** **** ** ***** right *** *** **** **** ******* ** *** ************* ****** in ***** ** *** **** **** *** ******* ***.

******* **** ******** ** **** ** ** **** ***'* ** they *** ******* **** *** ** *** ******** ****** ********. It's ** ** *** ****** *********** ** ***** ********** ***** customers *** ***** *********** ***-******* *******. ********* **** ********* ***** is ** **** ****** ** *** ****** *** ******* ******* "Mercury" ******** ******.

********** ********. *****, *** *** ******* **** *** ***** ** front ** *** ********* *****. * ***-*********** ****** ** **** the **** ******** ** *** ***** **** ** **** ****** have ****** ******* ** **** **** ** *** ** * vendor ***** ****. ********* ********* ****** ** ***** ** ******* and *******, *** ** ******* * *********** ******. *** ****'* "protecting **** *********" **** **** ********, *** *** ********** ********

***** *** ****** ** ***-******* ************* **** *** ***** **** fine ******* ******* ***** *********** ** *** ***** ***** *** Mercury ***** **** *** **** ********* "*** ********" ********. * agree **** ****** * ****** ******** ** ********* *** * cannot ******* **** ** * ******** * ***** **** ** hear *** ***** ***** "*** ** ** **** ** ******* you ***** *** ****** **** *** **** ** ** ****** take **** **** ******". ********** *** *** **** ******* ** the *** *** **** ** *** ***** ** **** ******* from *** ********* ***** ** **** **** ******!!

******, **** ******** ** ********* *** **** ******* ******* *** fail.

*** *** ******* ** **** ******** **** ** ******* *** supported *** ** ***** ** *****? *** ***** ** *** security ***** ******** **** **********. *** ***** *** ***** **** try ** **** *** *** **** **** ** ****** ** 10 *****. ****'* *** **** **** ******* ***** *******.

* **** *** **** ****...*** ***** * * **** ************* warranty ******** *** *** ** *** ** *** ** *** hardware ** ****...**** *** ******* ***** ***** ***** *****? **** 100 ******* ******** ************* ** **** ******* ** ******** ***** back ** *** ***** **'*..**** ****** ********** *** ********** *** with *** ****** **** **** *** ***** * ****** ******* and *** * ******** *** *** *******.

******* ** **** ********* ***** *** *** ******. * ******* that *** ***** **** ****** *******.

*** ***** ** **** ** **** ** **** *** ******* hardware (**** ***********) *** **** *** ********* ** ** ****** control ******. ******* ** ***, ********* *** ***** ***** ********, unless *** **** * **** ** ******* *********.

**** **.*** ** *** **** ** *** *** ********* ***********.*** ********** ***** **** **** ****** ***** ****** ** **** keep *** ********, ******** ****'* ******** * **** *** ** burn * ******.

****, *** ***** ** **** **** *** ******* **** *** original ***** ***** ** ******** **** *** ********** ********.

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