terrell@OHIO-STATE.CSNET (Eric Terrell) (01/18/86)
After I sent the request for a telephone number for ATARI product service I managed to get this one: 1 (408) 745-2367 Unlike the numbers mentioned in my 520ST warranty information, one can actually get through (presently) on this number in one or two tries. I would like to share my recent experiences with ATARI product service. It should interest anyone considering buying an ATARI computer or using ATARI product service. I noticed that the text on my 520ST monitor "quivered" slightly after I bought my new 520ST system. I returned it to the dealer, and they said that they didn't notice any problem. The ^%$#%^#s even asked me if I might have a vision problem. After that humiliation, I sent in my system to ATARI product service to get the problem taken care of. I sent in my CPU and monitor on December 13, and I soon received a letter dated December 31 stating that they noticed the problem, and solved it by swapping monitors. I was told that it would be shipped to my via UPS. The days went by, and soon I was obliged to call ATARI product service to have them check with UPS to see if my computer and monitor were lost. As it turns out, although my system was fixed and ready to ship on December 31, because they were doing inventory in their warehouse, it would be another two weeks until the guys in the warehouse were caught up. That means that my system, that could have been shipped on December 31 will be shipped in Early February (if I'm lucky!) I feel that it is inexcusable to have a five week wait for a system to be shipped after begin repaired. I find this unprofessionalism shocking. In light of my experiences, I would make two recommendations: If you are considering purchasing an ATARI computer, decide if you are willing to put up with this kind of senseless hassle. If you already own an ATARI computer, I would recommend that you try to aviod returning it to ATARI for repair. Also, if you are wondering why your computer hasn't come back from ATARI product service, now you know... Eric Terrell CSNET address terrell@ohio-state
jhenry@randvax.UUCP (Jim Henry) (01/21/86)
I think the experiences described in trying to return a slightly defective
machine to a computer specialty store is another reason why selling the
520ST through mass merchandisers makes sense. As was very stated in an
earlier posting, specialty stores work on low volume, high priced, high
margin sales. The 520ST is just barely expensive enough to support the
specialty store. The stores I have seen a 520ST in looked like they would
have trouble getting an IBM franchise so they were probably scraping by
with what they could get. Having to accept a return would probably be
a serious hardship for a specialty store.
The mass merchandisers work on high volume, low to moderate priced, very
low margin sales. They offer little to no in-store selling. If a product
like the 520ST can "sell itself" it is a very welcome item for the mass
merchandiser. The mass merchandiser can offer one thing that would flatten
a specialty store and which is of very great value -- very liberal return
policies. The one I am especially fond of is Target's "if you aren't
happy, we'll give you your money back" policy but it isn't that much
different from others. (I just returned a VCR that had problems with
playing LP tapes 2 1/2 months after I bought it. No hassle -- "sorry
about the problem". I would faint if a specialty store did that.)
In all fairness we should examine what the specialty stores have done for
Atari. While I'm sure some of them have been selling their hearts out,
I'm sure that a lot haven't. Beyond that, no matter how hard they try
they don't have the resources to handle the type of sales volume that
the 520ST needs given the way it is positioned in the market. It is
clear that Atari had to use the specialty stores to get the ball rolling.
I think keeping the 520ST out of K-Mart until after Christmas and giving
them the 1040ST is a pretty fair shake. Anyone who was surprised by the
520ST going mass market just isn't awake enough to be in business, especially
the computer business.
Disclaimer: All the above opinions are mine alone as should be obvious
to all who are following the outcries about the Atari
marketing strategies.