OT: Sanyo Vacuum Cleaner Failure

[Grant]

On Mon, 11 Oct 2010 10:22:59 -0700, Joerg <invalid@invalid.invalid> wrote:

Sylvia Else wrote:
On 11/10/2010 11:38 AM, Sylvia Else wrote:
On 11/10/2010 11:08 AM, Sylvia Else wrote:
On 5/10/2010 5:21 PM, Sylvia Else wrote:
The cleaning head fell off my Sanyo vacuum cleaner while I was using it
today.

A 3cm plastic tube has sheered all he way round. I looks like a typical
crack propagation failure, with the break completely clean for 2/3 of
the way round, before it obviously failed in overload.

And the origin of the crack? Yup, you've guessed it. A sharp corner.

When are designers going to learn that you cannot have sharp corners in
load-bearing plastic components?

Sylvia.

Sanyo initially replied to my initial complaint by reference to the
warranty period, and that I'd have to buy a new part if the machine was
out of warranty.

I sent a rather caustic second email pointing out that I wasn't making
an inquiry about spare parts, but was making a complaint about a design
flaw. I said that such a flaw meant that the goods were not of
merchantable quality from day one, and that this meant that there
existed the theoretical option of my suing them. However, I indicated
that I didn't consider it worthwhile.

I didn't expect any response. But instead Sanyo have said that they'll
send me a new part.

Sylvia.

Oops - my mistake. On seeing the copy of the receipt, they've said it's
out of warranty.

Sylvia.

However, after my further comment regarding the Trade Practices Act and
design flaw, they have, without conceding my point, said that they'll
send me a replacement.


Another useful hint in such letters can be that the matter is currently
being discussed on the Internet. This often results in a sudden outburst
of courtesy

I usually try to find the name and valid email address of one of the
higher-ups. VP or quality control, CEO, or similar. And if I really have
my druthers I tend to always find that kind of information.

Sometimes simply asking to escalate (or whatever keyword) works, this
happened recently almost by accident, as I didn't realise the call centre
operator's training was so tightly restricted to certain keywords. So
if one didn't ask the right way, they seemed unhelpful.

Going to the top can do wonders, but it may result in a confused situation
for some time too, as people scramble to fix issue as well as satisfy their
bosses things really are under control.

Companies need stirring at times to get service. Though some companies so
busy they don't care about 'threats', you actually do have to have the
industry ombudsman involved and wait months for satisfaction.

Grant.

 

[Joerg]

Grant wrote:

On Mon, 11 Oct 2010 10:22:59 -0700, Joerg <invalid@invalid.invalid> wrote:

Sylvia Else wrote:
On 11/10/2010 11:38 AM, Sylvia Else wrote:
On 11/10/2010 11:08 AM, Sylvia Else wrote:
On 5/10/2010 5:21 PM, Sylvia Else wrote:
The cleaning head fell off my Sanyo vacuum cleaner while I was using it
today.

A 3cm plastic tube has sheered all he way round. I looks like a typical
crack propagation failure, with the break completely clean for 2/3 of
the way round, before it obviously failed in overload.

And the origin of the crack? Yup, you've guessed it. A sharp corner.

When are designers going to learn that you cannot have sharp corners in
load-bearing plastic components?

Sylvia.
Sanyo initially replied to my initial complaint by reference to the
warranty period, and that I'd have to buy a new part if the machine was
out of warranty.

I sent a rather caustic second email pointing out that I wasn't making
an inquiry about spare parts, but was making a complaint about a design
flaw. I said that such a flaw meant that the goods were not of
merchantable quality from day one, and that this meant that there
existed the theoretical option of my suing them. However, I indicated
that I didn't consider it worthwhile.

I didn't expect any response. But instead Sanyo have said that they'll
send me a new part.

Sylvia.
Oops - my mistake. On seeing the copy of the receipt, they've said it's
out of warranty.

Sylvia.
However, after my further comment regarding the Trade Practices Act and
design flaw, they have, without conceding my point, said that they'll
send me a replacement.

Another useful hint in such letters can be that the matter is currently
being discussed on the Internet. This often results in a sudden outburst
of courtesy

I usually try to find the name and valid email address of one of the
higher-ups. VP or quality control, CEO, or similar. And if I really have
my druthers I tend to always find that kind of information.

Sometimes simply asking to escalate (or whatever keyword) works, this
happened recently almost by accident, as I didn't realise the call centre
operator's training was so tightly restricted to certain keywords. So
if one didn't ask the right way, they seemed unhelpful.

Going to the top can do wonders, but it may result in a confused situation
for some time too, as people scramble to fix issue as well as satisfy their
bosses things really are under control.

I found that managers I got after a case escalation were often rude and
not helpful. Then I just hung up, found out who the big honcho was and
hunted for the contact info. This information is often closely guarded
but can be found. Sometimes it's as simple as trying to find public tax
filings with stock exchange authorities, patent applications, and so on.
Sometimes they are a member in a sports club.

Companies need stirring at times to get service. Though some companies so
busy they don't care about 'threats', you actually do have to have the
industry ombudsman involved and wait months for satisfaction.

Oh, they sure did care. Except one board of elected officials who
thought they ruled the universe and could have us and a lot of other
people over the barrel. Some press exposure and a certified letter in
hardcore legalese later they very suddenly became super-friendly. Now I
really don't like doing that and have done it only once, but it had to
be done.

--
Regards, Joerg

http://www.analogconsultants.com/

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