Thread: New repair story :-((((
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Old 04-15-2008, 01:35 AM   #7
daudi
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Posts: 281
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Join Date: Oct 2007
Location: Kent, UK
Device: iRex iLiad, Psion 5MX, nokia n800
Quote:
Originally Posted by axel77 View Post
Does this take into account the negative sentiment spread by non-quality repairments? While this might have been negletable in say the 1990ies its surely to have changed in the 21th century, since before the age of internet I would e.g. have never heared of Gogolos story.
When did you have the problem with the HP notebook? 1990s? If it happened again now, would you be on the HP forum saying something about it? I'm not sure I would.

I think that the iliad is a little special, and the users on this and the irex forum are somewhat passionate about it (possibly an understatement). If I bought a vacuum cleaner and it developed a fault I can't imagine checking out the dyson forum to see if others are having the same problem. Imagine this post to the trouble-shooting forum: "Hey, I'm getting some ghosting on my carpet where the my dyson leaves some traces behind. Is this normal? I've tried refreshing the waste container several times but it is still there."

I think the same applies to a PC from Dell or HP or wherever. I'd just send it back and no-one would know that I've had a problem. And if it came back after repair and still had problems (like your HP notebook story) I'd just have to send it back again and still no-one would know.

I know next to nothing about business and how the trade-offs are balanced, but I guess it depends on how many or what proportion of units are likely to fail. If it's a small proportion then most are going to be okay so people employed to do QA are mostly going be sitting there saying "yup, this one's okay ... and this one, ho-hum, and this one ... hey, did you see that thing on the news last night about the guy with the ... " so they are costing the company money to "just" say everything is fine. But as you point out there is the downside of negative reports and complaints in public in places like this and the cost of paying people to test things needs to be balanced against the cost of damage to the company from complaints. I don't how you make the decision about things like this.
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