RE: Patrick's comments

["Retherford, Martin" <MRetherford@xxxxxxxxxxx>]

Patrick,
	I did not expect an answer to this one from the factory but I have
to give you a little flaming.  I too am a Technical support engineer where I
work.  That means I am a customer service person with a degree.
	I do not take offense from your comments because they are
uneducated.
	I do not believe you understand the amount of effort it takes to
produce a good integrated system in mass production.
	You are right about the amount of finesse that is employed to
satisfy a customer.  This is most employed when dealing with an unrealistic
customer.
	Ross shouldn't feel like he needs to defend anybody on this list.
This stuff creates a adversarial feel and it cause otherwise good comments
to fall on deaf ears.  I too am guilty of this on at least one occasion so
far but if you read what I write it wasn't unmeasured or unrealistic.

FLAME _ FLAME

Martin


- -----Original Message-----
From: Ross Clifford [mailto:ross.clifford@xxxxxxxxxxxxx]
Sent: Friday, September 17, 1999 1:59 AM
To: 'ST@xxxxxxxxxxxxxx'
Cc: Charles Smart
Subject: Patrick's comments


He is the Official Factory Bullshitter par excellence , it's his job to fob
off customers with any old bit of bullshit but leave you feeling as if you
have a satisfactory answer :)   It's called Customer Relations.

This does not just apply to Mr Smart but to all C S personnel in any
organisation  :)

Patrick

Patrick,

I think your comments are a little harsh and an insult to many people who
try to help customers, you point of view is based purely on you own
experience in the fact that we do not have the production resource to paint
non standard parts to your individual specification. This is no different to
any other manufacturer, try ordering your Hayabusa in a non standard colour?
It is not as simple as you presume it is to 'Just paint a Daytona when you
have the right colour paint in the tin' ask anybody who work in a production
scheduling environment.
This is no flaming Patrick, Charles works very hard and sometimes has to
tell people things that they don't want to hear. It is this sort of personal
comment that drives official factory input away from this type of mailing
list. I am sure that there are many customers worldwide that would vouch for
Mr. Smarts professionalism and dedication to Triumph customers.

Other issues.

Mirror subframe,
To confirm from my previous post, the subframe design was changed at Vin No.
88071, the modifications were strengthening braces at the mirror arms and at
the base of the subframe. It is difficult to explain the mods until you see
the latest issue.

Fuel gauge,
Unfortunately I cannot shed much more light on this one, the testing of the
modified unit has worked well bust we are not 100% satisfied, we also have
the added complication of the sender unit being the same as the one fitted
to the Tiger, so alot of the testing has to be done in tandem with that
model as well. 
The modified unit is a better one but we do not want to replace existing
senders until we are 100% confident that the replacement is correct, rest
assured that when the replacement unit has been approved we will honor
failed units under warranty.

Many Thanks

Ross

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