Innotek
Posted: Fri Jul 02, 2010 7:56 pm
We have been having problems with Innotek so we recently sent this e-mail. We are curious to hear their response. Anyone else have problems with this company?
Good afternoon,
The problem I am experiencing with your product is not with respect to the product itself. Rather my problem is with respect to how you are handling a defective product. We have spoken with customer service representatives who have explained that you experienced several quality related issues with the vendor for you previous model (FP Scout).
We were told that there were quality issues with your previous supplier for the FP Scout model. We have also been made aware that you are no longer sourcing your components or parts from that vendor. While I applaud the significant amount of effort it requires to move from one supplier to another, the fact remains that there is significant customer support responsibility that is being completely ignored.
We purchased the FP Scout system three years ago. The entire system was replaced in February 2008 due to its complete failure. I understand that electronics can and do experience problems. However, having the entire system become completely inoperable, twice, within a three year period is completely unacceptable.
The only thing that strikes me as even more intolerable is the fact that we were offered an "upgrade" to your comparable system for $235.00. We did a quick internet search and found that we could purchase your "upgrade" for $260.00 (bear in mind that this price did not require your roughly $200.00 credit). I cannot understand how you can ask a customer to subsidize your vendor's shortcomings in this way.
As an aside, we found that Tri-tronics (who, as I understand is actually one of your competitors) offers a similar, and in many respects, better system for $350.00. Having dealt with Tri-tronics in the past (and even recently) I can personally attest to the fact that their primary focus is in ensuring that their customer has a product that works.
I understand that problems can and do arise that are beyond the control of an OEM. However, subsidizing the cost of quality deficiencies by asking the customer to pay for an "upgrade" to their current failed system is unacceptable. Is their anything you can offer with respect to this current failed system?
I also understand that getting back to me may not be your top priority as it may easier to ignore this than deal with it, but this is the internet age. Likewise, I will be posting this letter to a few dog enthusiast forums. How this is resolved will also be posted.
Respectfully,
Sean Daley
Good afternoon,
The problem I am experiencing with your product is not with respect to the product itself. Rather my problem is with respect to how you are handling a defective product. We have spoken with customer service representatives who have explained that you experienced several quality related issues with the vendor for you previous model (FP Scout).
We were told that there were quality issues with your previous supplier for the FP Scout model. We have also been made aware that you are no longer sourcing your components or parts from that vendor. While I applaud the significant amount of effort it requires to move from one supplier to another, the fact remains that there is significant customer support responsibility that is being completely ignored.
We purchased the FP Scout system three years ago. The entire system was replaced in February 2008 due to its complete failure. I understand that electronics can and do experience problems. However, having the entire system become completely inoperable, twice, within a three year period is completely unacceptable.
The only thing that strikes me as even more intolerable is the fact that we were offered an "upgrade" to your comparable system for $235.00. We did a quick internet search and found that we could purchase your "upgrade" for $260.00 (bear in mind that this price did not require your roughly $200.00 credit). I cannot understand how you can ask a customer to subsidize your vendor's shortcomings in this way.
As an aside, we found that Tri-tronics (who, as I understand is actually one of your competitors) offers a similar, and in many respects, better system for $350.00. Having dealt with Tri-tronics in the past (and even recently) I can personally attest to the fact that their primary focus is in ensuring that their customer has a product that works.
I understand that problems can and do arise that are beyond the control of an OEM. However, subsidizing the cost of quality deficiencies by asking the customer to pay for an "upgrade" to their current failed system is unacceptable. Is their anything you can offer with respect to this current failed system?
I also understand that getting back to me may not be your top priority as it may easier to ignore this than deal with it, but this is the internet age. Likewise, I will be posting this letter to a few dog enthusiast forums. How this is resolved will also be posted.
Respectfully,
Sean Daley