06-22-2010, 12:30 AM
O.K., Gary ...
I agree with Russ to a point … “…looks like it might be a standard form letter that is automatically generated whenever a customer reports a problem. Since the letter said that the "Product Dept." would be informed of this problem, give the Product Dept. time to review the situation and contact you about a solution. If you need to send a follow up letter, I would mark it "Attention Product Dept," and enclose a copy of your original letter and picture …”
I am sure that customer “contacts” of a technical nature get the response you got. The term “Product Department” has a strange sound to it for me, as problems of a design and/or engineering nature generally go to Engineering, a department I am infinitely familiar with. I looking at your photos, it is either a production quality problem or a design revision that resulted in a “dimension drift” that wasn’t caught be the draftsman, the drawing checker or the designer and/or engineer responsible for the change, either of whom would also have to sign off on the drawing before the change could be implemented.
Kevin’s impulse to “insert washer here” would solve the angle of the mounting but might impact the flushness of the RJ11 receptacle to the faceplate. It would satisfy the verticality but … as I study your photos, it might be just the angle from which it was taken, but it seems that the brackets are moved back but so are the receptacles. Something is definitely awry there!
Your initial solutions so that you could keep going show and admirable ability to improvise … I like that … shows me that all synapses are firing in the good ol’ brain bucket …
Now … some useful info that I dug up prior to penning my post here …
Digitrax Officers/Founders: Anthony J Ireland & Zana Ireland -- Panama City, FL
Some valuable ammunition that might be discretely refered to in further correspondence would come from Digitrax’s own Mission Statement … “Our company goals are posted throughout our building so that we never lose sight of them:
1. Make Customers Happy
2. Make Good Products & Sell Them At A Fair Price
3. Give Excellent Service to Our Customers
4. Continually Improve Our Products and How We Make Them
5. Have an Enjoyable Workplace"
If the problem were mine, my next email would be addressed to the Tech Support Group at <!-- e --><a href="mailto:techsupport@digitrax.com">techsupport@digitrax.com</a><!-- e -->, and mention that you are awaiting their “timely response.” In two days of non-contact, my next move would be to take them up on their suggestion “…So, don't suffer in silence, give us a call (850) 872-9890 and ask for tech support …” and begin with the admission that you were tired of “suffering in silence” and would appreciate a few answers.
Now, Gary, you follow your own head, but I’m just sayin’ …
I agree with Russ to a point … “…looks like it might be a standard form letter that is automatically generated whenever a customer reports a problem. Since the letter said that the "Product Dept." would be informed of this problem, give the Product Dept. time to review the situation and contact you about a solution. If you need to send a follow up letter, I would mark it "Attention Product Dept," and enclose a copy of your original letter and picture …”
I am sure that customer “contacts” of a technical nature get the response you got. The term “Product Department” has a strange sound to it for me, as problems of a design and/or engineering nature generally go to Engineering, a department I am infinitely familiar with. I looking at your photos, it is either a production quality problem or a design revision that resulted in a “dimension drift” that wasn’t caught be the draftsman, the drawing checker or the designer and/or engineer responsible for the change, either of whom would also have to sign off on the drawing before the change could be implemented.
Kevin’s impulse to “insert washer here” would solve the angle of the mounting but might impact the flushness of the RJ11 receptacle to the faceplate. It would satisfy the verticality but … as I study your photos, it might be just the angle from which it was taken, but it seems that the brackets are moved back but so are the receptacles. Something is definitely awry there!
Your initial solutions so that you could keep going show and admirable ability to improvise … I like that … shows me that all synapses are firing in the good ol’ brain bucket …
Now … some useful info that I dug up prior to penning my post here …
Digitrax Officers/Founders: Anthony J Ireland & Zana Ireland -- Panama City, FL
Some valuable ammunition that might be discretely refered to in further correspondence would come from Digitrax’s own Mission Statement … “Our company goals are posted throughout our building so that we never lose sight of them:
1. Make Customers Happy
2. Make Good Products & Sell Them At A Fair Price
3. Give Excellent Service to Our Customers
4. Continually Improve Our Products and How We Make Them
5. Have an Enjoyable Workplace"
If the problem were mine, my next email would be addressed to the Tech Support Group at <!-- e --><a href="mailto:techsupport@digitrax.com">techsupport@digitrax.com</a><!-- e -->, and mention that you are awaiting their “timely response.” In two days of non-contact, my next move would be to take them up on their suggestion “…So, don't suffer in silence, give us a call (850) 872-9890 and ask for tech support …” and begin with the admission that you were tired of “suffering in silence” and would appreciate a few answers.
Now, Gary, you follow your own head, but I’m just sayin’ …
biL
Lehigh Susquehanna & Western
"America will never be destroyed from the outside. If we falter and lose our freedoms, it will be because we destroyed ourselves." ~~Abraham Lincoln
Lehigh Susquehanna & Western
"America will never be destroyed from the outside. If we falter and lose our freedoms, it will be because we destroyed ourselves." ~~Abraham Lincoln