originally posted by JonDeutsch
I think if you want Kenwood to truly address your concerns, it's on you to find a sponsor within Kenwood to ensure your case will be addressed. Kenwood is already working on the next generation stuff. It'll take some effort to have them prioritize on a problem that a small minority of the people have an issue with.
Jon . . . I called a number of times when I first got my Entre. So did David. So did a number of other people. It's a problem.
As for it being something only a small minority have an issue with, I do not agree. I've tried to avoid the words "class action," but this is an issue that goes to the heart of the Entre scheme. Simply because you don't now own two changers doesn't mean that it's ok to deprive you of the flexibility and expandibility that was advertised as an inducement to purchase. If you own an Entre you paid for that expandibility, and, so far, you don't have it.
Every person that purchased an Entre is a potential class member, and I didn't want to say this out loud, but it's the only response to a contention that only a small minority of people have an issue with it. If you own an Entre it's worth less than it was advertised, because it does less than was advertised.
I opened a ticket with Kenwood about an issue with my 5900M. Opening a helpdesk ticket ensures that they work to resolve the issue before they close it. Maybe you've done this already, but if you haven't, I suggest you do.
I'm quite sure that Kenwood would like me to take a ticket and stand in line. And, hey, in deference to my desire to see the product work, that's all I've done.
I am a manager of systems development, and I know that my priorities are driven by customer needs, my management's requests, and my personal ambitions. If I were responsible for developing the Entre at Kenwood, I would have a very difficult time justifying assigning my resources on a hardware mod to address the needs of a handful of unhappy customers when I am being tied to deadlines for the new Entre, which is directly tied to revenue targets in 2002, which directly affect the stock price, of which I have much.
Again, I disagree with your premise. I can assure you that the reason Kenwood changed the language in its website was due to the very concern I'm articulating. Every sale of an Entre on the basis of that marketing was the potential subject of legal action. Just because you don't now need the flexibility for a second changer, doesn't alter the fact that its value is diminished as a result of not being able to support more than one. It's like saying that you really don't need a spare tire in the trunk of your new car, because only the few people that get flats really use them.
As for economics and shareholder concerns, you don't need to be a lawyer to appreciate the significant expense that motivates a corporation to do its best to avoid legal entanglements. This one is not terribly good looking for Kenwood, either. They said it would perform a function, sold it on that basis, and it didn't. If you were Kenwood's lawyer, what would your defense be?
Please understand, I'm not supporting this, nor am I soliciting clients to do it . But to suggest that this is not the most significant motivation to act means that everyone that turns to a lawyer for redress in similiar situations has approached things incorrectly-- they should have gotten their ticket in the complaint line. Sorry, that's not what motivates actions where money is concerned.
What would change this perspective? Well, if my management came to me and said "at Kenwood, it is simply not our philosophy to leave early-adoptors dissatisfied or mislead with our products. As a result, we want you to focus on making the current product everything we promised it would be, AND still come out with the new Entre, on time, and on budget."
And how would this happen? Communication from people like you, David, and others who feel they have a legitimate gripe with the initial marketing of the unit. Early-adopters who have a sphere of influence that can effect many, many other sales, and who lead in managing perceptions of brand.
How about if your management came to you and said, "we have a lawsuit that will cost hundreds of thousands, probably millions, and we'll spend a good portion of that on attorney fees even if we're found right?"
Think that would motivate you?
Again, with all due respect, I think your occupation as a lawyer may have tainted your respect for the power of a consumer with a legitimate gripe. I could count of 10-20 instances when my singular complaint has generated responses well beyond what I would normally expect as a response from corporations. I've had policies changed, custom solutions developed, and presidents of corporations call me to ensure that I was satisfied. It's pretty amazing what one person can do.
I'm glad that there are people like you in business. But consumer protection statutes have been passed in every state in the nation in recognition that your experience is the exception, not the rule.
I would, however, be encouraged by David's feedback that Kenwood is working on the mod to provide the functionality you originally purchased, but did not receive. I suggest you and David coordinate a communication strategy to ensure Kenwood keeps on it.
Let's see. It goes something like this:
Kenwood, you said the Entre would control more than one changer.
Kenwood, it doesn't.
Kenwood, what do you intend to do about it?
That's been the communication strategy so far. Hasn't worked yet.
I'm not trying to argue here, I'm actually just trying to help by providing some of the insight I have into how corporations make decisions in situations like this. Customer Loyalty/Intimacy is the big management buzzword these days, and if you fly under this flag, you have a better chance of being satisfied.
I don't think you're trying to argue. It's simply that your singular experience with your corporation doesn't coincide with the hundreds of cases I've handled, where communication like you've espoused just doesn't work, because it costs too much money.
Hey, my hope is that your approach will work, because that's the one I've been adopting for the four months I've owned the Entre. I don't intend to change anytime soon, either. But, frankly, Kenwood should be grateful that someone hasn't taken it to task over this yet.