[amayausers] Re: Lemon

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
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