(Topic ID: 237052)

Stern Design Quality

By jwilson

3 months ago

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  • 94 posts
  • 42 Pinsiders participating
  • Latest reply 13 days ago by Gumby510
  • Topic is favorited by 4 Pinsiders


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#47 3 months ago

My issue with Stern is more so with how I'm seeing and hearing them manage quality issues. I've had a few minor issues. What's frustrated me is I had to chase people down within Stern to get a response. Send an email. Wait 1-2 weeks. Send another email. Wait another week or two. Ask my retailer who has a stronger relationship to inquire. What I would find after the fact is that they are looking into the issue or doing another run of the part for impacted customers. No customer should have to follow up on their service inquiry. No customer should be left in the dark. Acknowledging receipt of your inquiry (other than automated), advising it's being looked into, and providing an ETA should be expected. Very simple customer service. Conversely, I've had two small issues with parts on my JJP. They acknowledged receipt of my issue within hours and helped to fully resolve my issues amicably and expediently. No matter who I purchase from I fully expect imperfections. New or used. But if a manufacturer wants me to continue to buy from them they need to treat me as a repeat customer and manage my service issues with priority and value me as their customer.

#59 3 months ago
Quoted from nowakster:

My distributor has always gotten stern to reply back to me within 24 to 48 hours of reporting any issue. Maybe the distributor is where the breakdown is?

Actually it was after two attempts of my own with no reply from Stern over the course of 3-4 weeks that I then engaged my distributor. Shortly thereafter I received a response they were looking into it. I shouldn't have to go to that length with Stern or any other company. I wish I could say this is a one of experience, but it's not and being echoed by other owners within our leagues. I have no issue with Stern and want to continue to purchase their games. I just hope they recognize to be competitive with this increased competitive market they have to focus on quality and customer care.

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