And THAT IS Why, I own a Melco. Enough said! Ron Vinyard Body Cover / Magic Stitches 1-888-435-0176 541-471-1504 Fax 541-471-0427 420 SW H Street, Grants Pass, OR 97526-2532 info@xxxxxxxxxxxxxxxxxxx www.bodycoverdesign.com ----- Original Message ----- From: "Matthias Kondler" <MKondler@xxxxxxxxx> To: <amayausers@xxxxxxxxxxxxx> Sent: Tuesday, September 26, 2006 12:31 PM Subject: [amayausers] Re: Lemon > Dear Anand, > > My name is Matthias Kondler and I am the Director of Quality Assurance > and Customer Service at Melco in the U.S.A. I usually do not post on the > AMAYA Users Group due to the fact that this is a forum where Melco > customers, specifically customers who own AMAYA machines, can, want, and > do discuss issues related to the AMAYA that do fall in the category of > issues that can be fixed with help and support from fellow AMAYA users. > This group is a network of people who try to find advice and support > from other AMAYA users in order to enhance their embroidery knowledge > and expertise. The group has some incredibly knowledgeable individuals > who are willing to share their expertise and knowledge for the good of > others, and who go beyond their "line of duty" to help out other users > who post questions and concerns. In summary, this is a group of Melco > customers who have come together via the Internet to help and support > each other and spread the knowledge. > > However, in this case I feel that we have come to a point where I have > to step in and clarify Melco's position. > > I have reviewed the history of your machine and talked to our > distributor in Australia personally. I am the last to say that you did > not have valid problems with your AMAYA machine. But I am also the last > to say that Melco has not done anything about the fact. In fact, we took > the standard approach in trying to solve the issues. I fully agree with > you and acknowledge the fact that you should not have to have a > technician visit you several times within a few months on a brand new > machine. And I have to apologize that you had to face these problems. > Melco does not feel good about that either, believe me. > When I got involved in this case I personally made the decision to > replace your machine. The machine is actually in route to Australia as > we speak. And, I did not only authorize the replacement of your machine, > I authorized a solution that goes beyond Melco's normal business > practice. Melco's standard practice is to replace a used with a factory > refurbished and certified machine. Due to the fact that you are located > in Australia I made the decision to send a brand new machine as a > replacement. And due to this special arrangement I wanted you to sign a > nondisclosure agreement. The NDA is document that is nothing else but an > agreement between you and Melco acknowledging that Melco went beyond our > standard procedure to turn your unsatisfying experience with your > machine around into a positive. In other words, based on the analysis of > your case I made special arrangements in order to show you that Melco is > a group of people who want to take care of their customers with > solutions that are based on sound business practices and the analysis of > each specific issue that a customer reports to us. > With that I was really surprised and sorry to hear that you do not > accept our offer. In fact, your posting on several Internet groups > stating that Melco wants you to sign a nondisclosure agreement just for > fixing your machine is plain wrong. And Melco's intention is not to hide > anything or stop you from posting constructive information and input on > Internet user groups. We do not have any reason whatsoever to do that. > But as you have a business with certain rules, Melco does as well. What > more can Melco do than offer you a solution that does not involve your > current machine but lets you start from the beginning? At this point > Melco does not have any other option but go back to standard procedures, > unless agreed otherwise between you and Melco. I can promise you, > though, that we will continue to do everything we can to resolve this > situation. > > With that said, in my mind, the AMAYA Users Group, and any other > Internet Users Group, is not a forum for publicly blackmailing and > attacking Melco, period. I don't think that the members of the groups > are interested in the content and accusations that you have been posting > in the past few days. This goes beyond the "charter" of what these > groups are all about. The issues that you are frustrated about need to > be solved between you and Melco's Distributor. > > Anand, this is all I would like to say using this Group at this point. I > will send you a private Email with my contact information. You can call > me at anytime in order to further discuss this case. I am sure that we > will be able to agree on a solution that will work for you as well as > for Melco. You can also send me your phone number and I will call you to > discuss further steps. > > Best regards, > > Matthias Kondler > Director of Quality Assurance and Customer Service > Melco|Saurer=20 > > -----Original Message----- > From: amayausers-bounce@xxxxxxxxxxxxx > [mailto:amayausers-bounce@xxxxxxxxxxxxx] On Behalf Of Kesavan > Sent: Tuesday, September 26, 2006 12:21 AM > To: amayausers@xxxxxxxxxxxxx > Subject: [amayausers] Re: Lemon > > Left several messages with Melco Denver no one called me back. > > The Local distributor sent me a mail saying that my problem would be > fixed if I signed a non disclosure statement. > > Isnt that nice and neat. If I sign the statement they fix my problem > and it comes back they have got me nice and quite, I cant talk about > it. =3D20 > > They would have swept my problem under the carpet, put on their squeaky > clean image again.=3D20 > > I wonder if there are any more cases out there like mine. Wouldn=3D92t = > it > =3D be great grounds for a class action. > > Any private mails are welcome > > Anand > > =3D20 > > > Melco.com lists all their info at =3D > http://www.melcousa.com/index.php?s=3D3D2. > Denver's # is 303-457-1234. > > Instead of complaining here - I really think at this point you need to > go directly to the horses mouth and speak to the folks in Denver. If > someone isn't living up to their distribution duties, I am sure Melco > Corporate will be interested. I have found the folks there to be very > reasonable and fair even under the most frustrating of cicumstances. > > Call them. Get them to call you back so it's on their dime.=3D20 > > Be calm and collected - and prepared to tell your story. Write it all > out if need be before your call so you don't leave anything out. Detail > who you have talked with, who listened, who didn't and what has been > most frustrating... However, don't hammer the person you end up talking > to. They are there to help. Give them a chance before loosing your > cool. =3D20 > > Good luck. > > John=3D20 > > --=3D20 > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.1.405 / Virus Database: 268.12.9/456 - Release Date: > 25/09/2006 > =3D20 > > =3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D= > =3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D= > =3D=3D=3D=3D=3D=3D=3D=3D=3D=20 > > The AmayaUsers Mailing List > Website: http://www.amayausers.com > Discussion Board: http://www.amayausers.com/boards > Subscribe/Unsubscribe: http://www.amayausers.com/list > > =3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D= > =3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D= > =3D=3D=3D=3D=3D=3D=3D=3D=3D=20 > =========================================================== > > The AmayaUsers Mailing List > Website: http://www.amayausers.com > Discussion Board: http://www.amayausers.com/boards > Subscribe/Unsubscribe: http://www.amayausers.com/list > > =========================================================== > > =========================================================== The AmayaUsers Mailing List Website: http://www.amayausers.com Discussion Board: http://www.amayausers.com/boards Subscribe/Unsubscribe: http://www.amayausers.com/list ===========================================================