[amayausers] Re: Lemon

  • From: "Matthias Kondler" <MKondler@xxxxxxxxx>
  • To: <amayausers@xxxxxxxxxxxxx>
  • Date: Tue, 26 Sep 2006 13:31:12 -0600

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.
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25/09/2006
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