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)

Avatar

Brandon Knutson

IPVMU Certified | 05/11/17 04:41pm

*****, *'** **** ******* to ******* **** *** use *** ****/******** ******* graphics!

Avatar

Brian Karas

IPVM | In reply to Brandon Knutson | 05/11/17 06:24pm

***, ******. ***** ******* IPVM * **** ****** a *** **** ********** with**********.

Shannon Davis

TED Systems | 05/11/17 05:30pm

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

Undisclosed Integrator #1

In reply to Shannon Davis | 05/11/17 06:45pm

** * ******* ***** website *** **** ***** they *** **** **** any ******* ***** *** on *** ***** **** is * ******** ** how ** ******* * Lenel ********.

** *** ******** **** Mercury *** **** ********* ** **** **** legacy **** ************ ***** *** ******* based ******** ***** ****** take **** * ****** system - ********, ***, Imron, **********, ***** **********, etc. ********** **** *** Mercury ****** ** ******* Mercury ****** ** **** of *** ***** ***** for ******* ***** *******.

*** ******** ***** ** quite * *** ****** but ****** ******.

*** **** ** *** true ****** ******** ***** *******.

***** ** ****** ***** and *** ** *** shopping **** ** ***** site ** *** **********.

Shannon Davis

TED Systems | 05/11/17 07:07pm

* **** *** *** process ** *** **** works *** *** ********* systems *** **** **** this ** **** * just **** ** ******* they **** *** ***** bit ***** ***** ******** on *** **** ******** page. *** **** *** theirs *** ** ** called *** "***********". * thought * *** ** a *** ***** **** were * ******* ******* or **** ** **** like **** *** * Mercury ******* *** **** you ** ** ***** website **** *** *** listed. ** *** ******** doing *** ***** **** to ***** ***** *** and **** **** ******* on *** ************* ****** in ***** ** *** that **** *** ******* out.

Undisclosed Manufacturer #2

05/11/17 07:17pm

******* **** ******** ** sign ** ** **** OEM's ** **** *** because **** *** ** the ******** ****** ********. It's ** ** *** system *********** ** ***** protecting ***** ********* *** start *********** ***-******* *******. Otherwise **** ********* ***** is ** **** ****** to *** ****** *** selling ******* "*******" ******** system.

Undisclosed Manufacturer #3

In reply to Undisclosed Manufacturer #2 | 05/12/17 12:37am

********** ********. *****, *** are ******* **** *** needs ** ***** ** the ********* *****. * non-proprietary ****** ** **** the **** ******** ** end ***** **** ** they ****** **** ****** options ** **** **** an *** ** * vendor ***** ****. ********* customers ****** ** ***** on ******* *** *******, not ** ******* * proprietary ******. *** ****'* "protecting **** *********" **** this ********, *** *** protecting ********

Undisclosed Manufacturer #2

In reply to Undisclosed Manufacturer #3 | 05/15/17 04:39pm

***** *** ****** ** Non-Mercury ************* **** *** doing **** **** ******* through ***** *********** ** end ***** ***** *** Mercury ***** **** *** busy ********* "*** ********" strategy. * ***** **** having * ****** ******** is ********* *** * cannot ******* **** ** a ******** * ***** like ** **** *** sales ***** "*** ** we **** ** ******* you ***** *** ****** that *** **** ** an ****** **** **** this ******". ********** *** End **** ******* ** the *** *** **** is *** ***** ** this ******* **** *** beginning ***** ** **** case ******!!

Undisclosed Manufacturer #3

In reply to Undisclosed Manufacturer #2 | 05/15/17 04:48pm

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

Undisclosed End User #4

In reply to Undisclosed Manufacturer #2 | 05/15/17 04:58pm

*** *** ******* ** your ******** **** ** updated *** ********* *** at ***** ** *****? End ***** ** *** security ***** ******** **** mitigation. *** ***** *** users **** *** ** pick *** *** **** will ** ****** ** 10 *****. ****'* *** they **** ******* ***** systems.

Undisclosed Manufacturer #2

In reply to Undisclosed End User #4 | 05/15/17 05:30pm

* **** *** **** will...And ***** * * year ************* ******** ******** any *** ** *** or *** ** *** hardware ** ****...**** *** Mercury ***** ***** ***** terms? **** *** ******* backward ************* ** **** version ** ******** ***** back ** *** ***** 90's..Much ****** ********** *** integrator *** **** *** client **** **** *** offer * ****** ******* and *** * ******** rip *** *******.

Undisclosed Manufacturer #5

In reply to Undisclosed Manufacturer #2 | 05/18/17 10:48pm

******* ** **** ********* about *** *** ******. I ******* **** *** group **** ****** *******.

*** ***** ** **** in **** ** **** the ******* ******** (**** controllers) *** **** *** component ** ** ****** control ******. ******* ** not, ********* *** ***** quite ********, ****** *** have * **** ** convert *********.

Avatar

Ari Erenthal

05/11/17 09:10pm

**** **.*** ** *** **** to *** *** ********* merchandise.*** ********** ***** **** been ****** ***** ****** to **** **** *** products, ******** ****'* ******** a **** *** ** burn * ******.

Avatar

Brian Karas

IPVM | 05/11/17 09:28pm

****, *** ***** ** this **** *** ******* from *** ******** ***** based ** ******** **** the ********** ********.

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