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)

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

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

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

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

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

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

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

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

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

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

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

***** *** ****** ** 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 ******!!

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

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

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

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

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

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

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

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