View Single Post
Unread 12-08-2005, 02:09 PM   #487
Swiftech
Cooling Neophyte
 
Join Date: Jul 2005
Location: california
Posts: 3
Default Re: Apogee from Swiftech...

Quote:
Originally Posted by Orkan
These guys want me to ship the block back to them at my cost, then "if we find that it is a manufacturing defect, we will send you a new block."
I specifically told you (at least two or three times during the course of the conversation) that we would replace the block whatever the outcome of the inspection, and despite the fact that you had epoxied it. We agreed. Then you spoke to Michelle to sort the RMA process, and she quoted general Company Policy (inspection first then replacement if found to be defective) without knowing that I had approved the replacement "no questions asked".

This is a simple miscommunication. We still need to inspect this block, and as a good faith gesture we will pay for the return.

You might be interested to learn that we have since conducted severe stress tests on a number of housings with 100% negative results (no failures). I actually sent a response to Lee's (Robotech) concerns, including videos of the stress test procedure, featuring yours truly hammering these blocks like a madman It's actually funny, specially the part when I hit my fingers with the hammer. I hope they post it.

Seriously, and for the record every single block is pressure tested. How your block escaped QC is still under investigation. Our organization is composed of people. People sometimes make mistakes. We learn from them, and try not to repeat them.

The bottom line is: we do stand for quality; we always have and always will. When this fact is questioned, I do tend to be somewhat defensive. I am sorry if I came across like I didn't want to hear what you had to say. The reality is: I do. Swiftech owes its success to the support provided by users worldwide, and I will never forget this fact.



Best Regards,



Gabriel Rouchon
Chairman, CTA

Swiftech Inc.,
1703 E. 28th St.,
Signal Hill, CA 90755
T. (562) 595-8009
F. (562) 595-8769
Swiftech is offline   Reply With Quote