OK, I want to address this subject directly.
We do indeed have a "satisfaction guaranteed" policy, and the vast majority of our customers are quite satisfied with the level of service we provide (along with our product performance, quality, and pricing).
Anyone who isn't satisfied with any of our products for any reason is free to return it within 30 days for a full refund;
Just speaking as a normal Joe and an owner of a Company myself:
I shipped out a door controller setup ($969) that failed in the field for my customer out of the box.
I sent him another $969 controller with 2nd day shipping (I offered overnight but they didn't need it) and included a pre-paid shipping label for the defective unit to come back on.
There shouldn't be any shipping involved for DOA on behalf of the customer.
If Satisfaction Guaranteed simply equals send it back on your dime for a refund in case of DOA I would put an Asterisk next to that phrase.
A 2nd more recent incident for me: I normally don't setup computers for customers anymore. Really don't care to do it. But occasionally I get a customer that just can't find competent help.
So I get three Lenovo Q180's (there was a thread about it that I posted here). With the default Realtek NIC driver a whopping 16K second file transfer rate over the wire (only CIFS is effected other protocols were fine). So I figure this out (thanks BSA!) and I update the drivers. BAM it breaks the CC processing.
No cost to the customer I order 3 barebones systems and build them (like I did their demo machine) and ship them out. Shipping back on the Lenovo's is on us. We are eating $1K of machines. I'll take it up with Lenovo. We are upside down on this customer at this point. We dont' care. The customer
will not suffer through our actions. PERIOD.
