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As I was enjoying my self-imposed temporary respite from TFL, I became consumed with a philosophical question that compelled my early return from hibernation.
“To err is human.” ~ Alexander Pope. “An error does not become a mistake until you refuse to correct it.” ~ John F. Kennedy
Even the best of the best occasionally error. The real test of one’s character is how he or she deals with the inevitable errors and one’s willingness to correct the inevitable errors.
We have seen the foregoing play out many times with different jacket manufacturers. Even the most skilled and competent manufacturers, employing rigorous QC, occasionally let a flawed jacket out the door. Certain manufacturers are very willing to remedy their errors and make things right; others, not so much. Great customer service is not defined by how a company deals with its satisfied customers, but rather, how it deals with unhappy customers. “Your most unhappy customers are your greatest source of learning.” ~ Bill Gates.
So here is my question: If and when we receive a flawed jacket, should we contact the manufacturer and allow him an opportunity to remedy the error before we go public with our dissatisfaction and/or publicly criticize the manufacturer? I intentionally used the word “should” in my question. I am not suggesting an absolute obligation or a moral imperative. Rather, I am asking about etiquette and fairness to the manufacturer. The manufacturer has no ability to discern or correct an error unless and until the purchaser brings the error to the manufacturer’s attention. Otherwise, the manufacturer is in the dark, oblivious to the error and incapable of making things right. Thus, manufacturers are reliant on their customers to speak up and inform them of inevitable errors. Is it appropriate to publicly criticize a manufacturer who is unaware of his error and was never given the opportunity to correct it?
To be clear, the manufacturer is at fault for sending the flawed jacket to the purchaser, and the purchase is the victim of that error. Thus, one point of view is that the victim of poor workmanship/QC has every right to speak his mind, particularly on a discussion forum focused on these exact issues, and there should be no prerequisites to the sharing of bad workmanship. If all of us were required to reach out to the manufacturer before sharing bad experiences, that would inappropriately chill our open discussion. Completely valid position.
Now, place yourself in the shoes of the manufacturer that is publicly lambasted by the purchaser of a jacket who never once made the manufacturer aware of the flaw(s), and never once allowed the manufacturer the opportunity to remedy the issue before going public. The manufacturer is blindsided. Moreover, with Google being what it is, the public criticism is now a permanent record for anyone who searches the manufacturer. You certainly can see why a manufacturer would be displeased with the foregoing outcome, without having been extended any opportunity to address the issue in advance. On the other hand, the manufacturer brought it on himself by delivering a flawed product to the purchaser. On the other hand, even the most competent manufacturers occasionally error and deliver a flawed jacket. After all, "to err is human."
I am not suggesting that purchasers excuse flawed workmanship. Moreover, even if the manufacturer corrects the error, the remedial action, while commendable, does not erase the initial substandard workmanship. Therefore, even if the error is remedied, the purchaser remains entitled to speak out about the initial deficiency. On the other hand, appropriate remedial action certainly mitigates the initial error, evidences good customer service, and warrants mentioning when discussing the original flaw(s).
There have been several instances where someone on TFL aired hostility towards and/or a dispute with a particular manufacturer, and subsequent posters chastised the OP for not first attempting a private resolution with the manufacturer. Other times, no mention is made of contacting the manufacturer directly. I’m not sure what the factors are that drive the varied reactions.
I must concede that I have discussed workmanship shortcomings without first advising the manufacturer. Perhaps that was poor etiquette. Perhaps not. Regardless, I am guilty.
The foregoing obviously does not apply to purchases of used jackets. That is an entirely different circumstance.
No judgment here. Just trying to outline the issue and solicit your sage input. If and when we receive a flawed jacket, should we contact the manufacturer and allow him an opportunity to remedy the error before we go public with our dissatisfaction and/or publicly criticize the manufacturer? Again, the issue is not whether contacting the manufacturer is absolutely required, but rather, whether it is good etiquette given that the manufacturer is otherwise unaware of the issue and blindsided by the public criticism. “An error does not become a mistake until you refuse to correct it.” ~ John F. Kennedy
“To err is human.” ~ Alexander Pope. “An error does not become a mistake until you refuse to correct it.” ~ John F. Kennedy
Even the best of the best occasionally error. The real test of one’s character is how he or she deals with the inevitable errors and one’s willingness to correct the inevitable errors.
We have seen the foregoing play out many times with different jacket manufacturers. Even the most skilled and competent manufacturers, employing rigorous QC, occasionally let a flawed jacket out the door. Certain manufacturers are very willing to remedy their errors and make things right; others, not so much. Great customer service is not defined by how a company deals with its satisfied customers, but rather, how it deals with unhappy customers. “Your most unhappy customers are your greatest source of learning.” ~ Bill Gates.
So here is my question: If and when we receive a flawed jacket, should we contact the manufacturer and allow him an opportunity to remedy the error before we go public with our dissatisfaction and/or publicly criticize the manufacturer? I intentionally used the word “should” in my question. I am not suggesting an absolute obligation or a moral imperative. Rather, I am asking about etiquette and fairness to the manufacturer. The manufacturer has no ability to discern or correct an error unless and until the purchaser brings the error to the manufacturer’s attention. Otherwise, the manufacturer is in the dark, oblivious to the error and incapable of making things right. Thus, manufacturers are reliant on their customers to speak up and inform them of inevitable errors. Is it appropriate to publicly criticize a manufacturer who is unaware of his error and was never given the opportunity to correct it?
To be clear, the manufacturer is at fault for sending the flawed jacket to the purchaser, and the purchase is the victim of that error. Thus, one point of view is that the victim of poor workmanship/QC has every right to speak his mind, particularly on a discussion forum focused on these exact issues, and there should be no prerequisites to the sharing of bad workmanship. If all of us were required to reach out to the manufacturer before sharing bad experiences, that would inappropriately chill our open discussion. Completely valid position.
Now, place yourself in the shoes of the manufacturer that is publicly lambasted by the purchaser of a jacket who never once made the manufacturer aware of the flaw(s), and never once allowed the manufacturer the opportunity to remedy the issue before going public. The manufacturer is blindsided. Moreover, with Google being what it is, the public criticism is now a permanent record for anyone who searches the manufacturer. You certainly can see why a manufacturer would be displeased with the foregoing outcome, without having been extended any opportunity to address the issue in advance. On the other hand, the manufacturer brought it on himself by delivering a flawed product to the purchaser. On the other hand, even the most competent manufacturers occasionally error and deliver a flawed jacket. After all, "to err is human."
I am not suggesting that purchasers excuse flawed workmanship. Moreover, even if the manufacturer corrects the error, the remedial action, while commendable, does not erase the initial substandard workmanship. Therefore, even if the error is remedied, the purchaser remains entitled to speak out about the initial deficiency. On the other hand, appropriate remedial action certainly mitigates the initial error, evidences good customer service, and warrants mentioning when discussing the original flaw(s).
There have been several instances where someone on TFL aired hostility towards and/or a dispute with a particular manufacturer, and subsequent posters chastised the OP for not first attempting a private resolution with the manufacturer. Other times, no mention is made of contacting the manufacturer directly. I’m not sure what the factors are that drive the varied reactions.
I must concede that I have discussed workmanship shortcomings without first advising the manufacturer. Perhaps that was poor etiquette. Perhaps not. Regardless, I am guilty.
The foregoing obviously does not apply to purchases of used jackets. That is an entirely different circumstance.
No judgment here. Just trying to outline the issue and solicit your sage input. If and when we receive a flawed jacket, should we contact the manufacturer and allow him an opportunity to remedy the error before we go public with our dissatisfaction and/or publicly criticize the manufacturer? Again, the issue is not whether contacting the manufacturer is absolutely required, but rather, whether it is good etiquette given that the manufacturer is otherwise unaware of the issue and blindsided by the public criticism. “An error does not become a mistake until you refuse to correct it.” ~ John F. Kennedy