Finally STF-3 on thier way!

[smartbot]

I got a pre-delivery alert from FedEx today. Lets hope that they got all the bugs out be fore they shipped it. There are a few posts in the STF section talking about how the S-2's had a problem with the driver not sealed properly. This caused a rattling sound.

The surpizing thing is that HSU told them to fix fix it themselves! It seams to me that they should take care of that insted of telling costomers to go buy some weatherstriping for a self fix.
I've always had great C.S. from HSU so I hope to see them rectify themseves.

[Dudley]

Let us know how you like the STF-3 when you get it set up.

I also hope they get the proper fixes worked out to everybodys satisfaction.

[sputnikv8]

Originally posted by smartbot
The surpizing thing is that HSU told them to fix fix it themselves! It seams to me that they should take care of that insted of telling costomers to go buy some weatherstriping for a self fix.
I've always had great C.S. from HSU so I hope to see them rectify themseves.

I couldn't agree more. I got my notice from FedEx as well today. And I too hope that the bugs were fixed before shipping. I hope Sasha can chime in here and put our minds at ease....

[Michael Bain]

If Hsu Research thinks that any fix or repair can be done easily by the customer for minimal price, than they suggest that first so that the customer does not have to pay to ship the product for repair. For anyone who is not very technical savvy, there is of course always the option to ship back for repair as it should be covered under warranty.

[Dudley]

I am glad HSU offers the self repair option, but they should send fresh parts to do it with. Maybe they do if they are asked.

I had a heater that was recalled, and the company sent a whole new control panel to anyone who called in and asked for it. They send along simple printed instrustions that explained how to make the repair, and it was very easy. This is on a device that uses 1500 watts.

[smartbot]

I have a hard time believing that they would have the customer pay to ship a defective unit back.
It's my oppinon that if a unit is sent out to a customer that is defective that the company pay to have it sent in for replacement. That is understanding that it was sent out defective. I feel different if the unit was used and then malfunctioned after a perid of time.
I hate to compare but I am a Ascend customer and if anything like this were to happen they would unquestionably pay to have it returned. I had the wrong unit sent out to me (wife ordered as a gift) and they deeply appoligized and told me to use the unit they sent out whilst I awaited they right one. With the new unit was a packing slip to send the wrong one back.
I'm sorry if I sound a bit bent but a defective unit is the companies problem not the customers.
Anyway, hopefully nothing like this is to worry about, but does anyone agree with me on this?

[Michael Bain]

Well, yeah, sure it would be great to have the company pay for the shipping, and to a certain degree this is justified if there is a problem that needs fixing. I do not believe that this is standard practice, although Hsu has been known to go out of his way to provide cost-effective upgrades and repairs. I would love to hear Sasha's thoughts on this.

[Dudley]

Yes - if the unit does need to be shipped back to the company because it was defective from the get go, then the company should definately pay for the shipping.

In fact many companies that are know for customer service, take it a step further when their products are defictive on arrival. They send out a brand new unit along with a pre-paid label to use for returning the old unit (sometimes they do require a credit card number, just in case you keep both units)

If returning things and dealing with defects becomes a real problem people will just buy from brick and morter where there is no shipping fee.

Given that HSU sells to Compusa for probably half of what they sell at a factory direct price, they can afford an awful lot of customer service and parts and shipping fees, and still come out ahead of selling to Compusa. Selling to Compusa still gives them a nice profit, or they wouldn't do it, but they make a ton more money selling direct, and I am sure they want to keep those customers.

I am fairly confident they will come up with an equitable solution. It is in their best interest.

[Lwang]

If people bought their sub from CompUSA and it is defective, why would they want Hsu send a replacement? They should bring it right back to the store. That is why they reap that much money on every sale.

Also, you think every sub sold is money in the Doctor's pocket. That might be true if he was running the business out of his mom's basement. But this is a real business with plenty of operating overhead, let alone the cost to make the sub and ship it all the way from overseas. They are relying on extremely high volume to compensate for the extremely low profit when selling to CompUSA.

[Ddavidson]

Now this brings up an interesting point about the costs of repairing a fault. We are talking faulty manufacture and or a warranty claim. All of these costs..... no matter if sold by CompUSA or Direct ..... are paid for by "Hsu Research". So not only do CompUSA buy at such "a very low price" but they have "no burden" for the repair costs or the return shipping costs. They just ship the faulty ones back to Hsu for a credit or direct replacement. Of course the ones sold direct to us by Dr Hsu and the factory have much more profit and so warranty costs are far better covered.

Retailers are only "box movers" and do not have the responsibility of the costs of warranty or fixing manufacturing faults.




Ddavidson

[Lwang]

I thought those box movers just tape it back up and sell it again. Eventually, it would land in a system that barely gets stressed at all.

[Dudley]

Has anybody tried their STF-3 out yet?

[sputnikv8]

Originally posted by Dudley
Has anybody tried their STF-3 out yet?


ARGH! My wife called and said it got delivered and is awaiting me. I've GOT to get out of the office early today!!!