From: klg@panda.mc.duke.edu (Kim Greer -- rjj)
Newsgroups: rec.radio.shortwave
Subject: Re: Gripe about Grove reprise (long)
Date: 12 Aug 92 12:02:33 GMT
Organization: Duke University, Nuclear Medicine


  Again, since people seem to think I'm "taking up" for Grove, let me state
that I am no "fan" or "propagandist" or anything else, for or against them.

  I said in the original reply I would have been disappointed too.  Somebody
somewhere made a mistake.  The tone of the article was such that it was
believed to have been intentional, or so I took it.

  The author seemed first to say Grove was to blame.  Then he said maybe JRD
is to blame.  I was faulted for saying that handling the matter privately
until some "blame" could be attributed would have been better.  Simple
mistakes, if that is what it was, happen all the time, to everybody,
including everyone here.  To flame someone before all the facts are in, can
be harmful to small businesses.  Could it not have been that a shipping clerk
could have applied Nykolai's mailing label to the wrong box in a warehouse
full of boxes?  Does every mistake have to be a conspiracy to "get" the customer?

In article <10AUG199214004207@utkvx4.utk.edu> rpadawer@utkvx4.utk.edu (Padawer, Justin Randall) writes:
>Regarding Kim the propagandist's reprove of Nykolai's posting, I have
	   ^^^^^^^^^^^^^^^^^^^^ 
  Name calling is unnecessary here.  Likewise for being called a "redneck" in
another post.

>First of all, Nykolai does have a legitimate gripe and owes nothing
>to Grove, for goodness sakes... HE's the customer!

  He owes them, or JRD, a chance to make things right before posting
accusations to the world.

>  It doesn't matter
>what Grove has "done" for the SWL hobby via Monitoring Times or
>anything else. 

 Nykolai was the one who brought up the subject of businesses helping the
hobby.  A business that is very active in supporting the hobby is a plus for
the hobbiest, and would not likely do anything to endanger that position.
It cannot be denied that Grove has done a lot for swl'ing.

> Bob Grove knows that in retail, every transaction
>reestablishes your company's reputation.  It sounds like they messed
>up when they sent him an obviously used radio, no matter who is at
>seminal fault... and no matter who is at seminal fault, it certainly
>wasn't NYKOLAI, THE CUSTOMER.

  First Grove is faulted for shipping a used radio.  Then later they are
faulted if the box is opened (such that it could have been inspected and
found to be used).  What *DO* you want them to do?

>Second, Kim's impassioned defense of Grove seems affectively odd at
>best.  Grove is a company designed to make money for Bob, first and
>foremost, and more power to him!  Bob is a friend.  However, he 
>doesn't need defending when his company provides the kind of service
>he wouldn't approve of.  Kim's "Grove-has-done-so-much-for-us-How-dare-
>this-fellow-post-a-flame" argument is silly.

  I simply think that in most disagreements that there are at least two
sides to every argument.  Grove was blasted before much of any kind of
settlement could have taken place.

>
>Finally, Kelly the Grove customer service person made a terrible
>error when s/he asked the customer to "post a retraction."  Goodness.
>This is America, and the customer has a right, if not an obligation,
>to warn the rest of us of his unfortunate experience.  What would
>be appropriate now, in Grove's defense, would be case explication of
>positive experiences with Grove.  So let's hear from those people.
>But we don't have to discredit Nykolai's experience, because his
>experience sounds awful indeed.  If I spend that much for a radio, by
>god, I expect a shiny new one, and I don't blame him one bit for 
>being angry.

  No one is trying to discredit Nykolai.  Some of us just think that he
jumped the gun by publicly venting that anger so soon.  A week or so to
return the original radio and receive the new one isn't going to kill
anybody.  No one is blaming him for being angry.


-- 
Kim L. Greer                       
Duke University Medical Center		 klg@orion.mc.duke.edu
Div. Nuclear Medicine  POB 3949		 voice: 919-681-5894
Durham, NC 27710  		         fax: 919-681-5636
Newsgroups: rec.radio.shortwave