[amayausers] Re: Lemon
- From: Tom D'Auria <lastczar@xxxxxxxxx>
- To: amayausers@xxxxxxxxxxxxx
- Date: Tue, 26 Sep 2006 16:57:53 -0700 (PDT)
Matthias - thank you immensely for straightening
this out with all of us on the board.
Anand - Shameful of you. You might of duped some
of us, but I knew there was another side to this
story. No international organization would stay
in business if they acted the way you claimed
they did. I can only hope Matthias posted this
on all the boards you ranted to so they can
expose you as a liar.
enough said on this matter - back to helping each
other
--- Matthias Kondler <MKondler@xxxxxxxxx> wrote:
> 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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>
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