[TenTec] dealer networks: AES NO value added

[Keith Lodahl]

This thread seems to go on and on forever.

AES policy on returns of defective equipment is "Defective items should be
returned to AES or the Manufacturer for Warranty Repair or replacement, at
our option. AES will return it via surface shipping at our expense. If you
receive defective equipment, call our Customer Service Department at
414-358-0333 for immediate attention and instructions."  AES clearly states
their policy in their catalog, and on line http://www.aesham.com/policy.html
, so I guess I don't know what the complaint really is.  I would think a
buyer of expensive equipment would check that sort of thing out in advance,
and not complain when the seller does just what they said.

In a private and rather rude post that accompanied my reply to the initial
post the poster asked why I stood up for AES.  I have been working with AES
for several years, and they always have been fair with me. Further they
always are supporting amateur radio activities above and beyond the call of
duty in and around the Milwaukee area, and I am told around their other
stores as well.  My experience is counter to the unhappy buyer that posted
this initial message.

I would suggest that any return/replacement expectations a buyer has should
be discussed in advance with the seller.  Then live with the outcome.  If
the buyer is expecting special treatment then they will frequently be
disappointed.

Keith Lodahl

> -----Original Message-----
> From: tentec-bounces at contesting.com
> [mailto:tentec-bounces at contesting.com]On Behalf Of Arthur Bernstein
> Sent: Sunday, February 02, 2003 11:54 PM
> To: tentec at contesting.com; AC5E at aol.com
> Subject: Re: [TenTec] dealer networks: AES NO value added
>
>
> I've been reading with some interest and feel compelled to throw
> in my two cents.
> I was a small dealer of Amateur Radio products and accessories
> for approximately
> 10 years (1989 to 1999.) I did not have a storefront, but did
> work a considerable
> number of hamfests and  a portion of my home was my store. In
> order to make any
> kind of a profit, I had to earn the trust and respect of my
> customers. This was
> done through honesty and fairness. As a small dealer, my small
> profits were OK,
> because my overhead was minimal. For the most part, the companies
> I had accounts
> with, were very consumer friendly. In the rare instances that
> problems arose with
> products, I was on the phone with the manufacturer, who more
> often than not,
> would end up replacing the product on my say so. They would
> usually send a UPS
> call slip to me, if the product was returned to me or to the
> customer, if he held
> on to it. They would then send out a replacement to whomever the
> defective unit
> was picked up from. I dealt with one company, granted their
> products were not
> that expensive, who upon hearing from me that I had a disgruntled
> customer with
> an apparently defective product, would sometimes send a
> replacement and not
> require the return of the defective product (after hearing my
> description of what
> the problem was!)
> In order for a business like mine to take back and exchange
> defective products on
> my own, the following would exist:
> a)I'd likely  to have had an extensive inventory (which was not
> always the case),
> and
> b)Shipping costs back to the manufacturer, would eat into the
> meager profits,
> through no fault of my own.
> I stopped the business for the following reasons:
> a)Shipping costs got out of hand, as my orders were getting
> smaller and smaller
> due to decreased demand,
> b)Some of my manufacturers went out of business or were bought
> out by other
> companies who didn't want to deal with little guys like me,
> c)My customers didn't understand that I was giving them  very fair, if not
> sometimes ridiculously low prices ( along with friendly,
> personalized service.)
> Seemingly, they thought I was probably still making "too much" on
> what they
> bought from me!! Finally,
> d) I got tired of trying to educate a bunch of CHEAPSKATES!
> The Amateur marketplace is a very tough one due to its limited
> and unique appeal.
>
> 73,
> Art., N2KA..
>
> AC5E at aol.com wrote:
>
> > As you say, this thread has gone on far too long. But unlike
> you, I will seek
> > out Philips when I decide to pop for a CD burner.
> >
> > The reason's simple. Philips is protecting you the consumer,
> their dealer who
> > has no ability at all to take care of any problem you may have,
> and their
> > distributor who will inevetibly wind up as another unhappy person who is
> > stuck in the middle of a situation they didn't create.
> >
> > It's the manufacturer's responsibility to take care of problems
> with their
> > products. Period.  It's not the consumers responsibility, it's not the
> > dealers responsibility, and it's not the importer's
> responsibility. It's the
> > makers, and he is responsible for making sure the customer is satisfied.
> > Getting all the people who don't know what they are doing or
> what factory
> > policy is saves time, trouble, and effort. And helps insure customer
> > satisfaction.
> >
> > Sorry companies force their distributors and dealers to deal
> with problems
> > the best way they can. From any standpoint, that's not good.
> That's why my
> > company's policy is simple and unequivocal.
> >
> > Call my company direct on my nickel. If we can't solve your
> problem while you
> > are on the line we will send you another one and have that one
> picked up. All
> > on our nickel. All you have to do is put it back in the box and
> wait on the
> > driver. And you might be surprised to know how high a
> percentage of consumers
> > won't even do that much.
> >
> > 73  Pete Allen  AC5E
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