Ethics: To what degree?
I am in a difficult position. As a member of the Agon community I’ve read threads that have dealt with the problems other members have had with various manufacturers, distributors or dealers. From a safe distance it’s always been easier to empathize with any of the parties involved, until some new information tips the balance in one direction or another. Sometimes other Agon’ers side with different parties in the dispute, making for entertaining and enlightening dialogue.
As someone who has close friends in the high end business, and as someone who has a deep emotional investment in the hobby, I can say I understand very well the pitfalls faced by anyone who struggles to make a living by manufacturing, marketing or selling luxury devices that are, arguably, not intrinsic to daily life. And it’s important to separate the user side from the seller side, because expectations are rarely synchronous. Moreover, we’re all human beings with different sets of values, mores and ethics – what some deem as inexcusable, others might consider not only acceptable, but expectable.
So what’s my problem? That is whether to bring to this forum my recent experiences with a well-known high-end manufacturer, whose products are almost universally admired or loved. I won’t yet mention the name of the manufacturer because events are still playing out…and yet this is one of the points that I wish to address here with the hopes that the community will help me determine what I should do.
I have loved this product. It has been an integral part of my system – a system that is of extreme importance to me since I use it in my professional work. I purchased the product with some concern because the local dealer had just brought the product in and wasn’t really familiar with it. I was, to my knowledge, his first customer of this product. The unit was actually employed – with my permission – as an audition unit before I took possession. I received a 10% discount – the smallest discount I have ever received, which is interesting since I have received very favorable pricing accommodation from high-end dealers elsewhere around the country – which should indicate the level of my interest. Within weeks of my purchase the unit had to travel to the Midwest, to the factory authorized tech, for a repair under warranty. After its return the unit functioned without flaw until about seven weeks ago when it failed. The failure was mechanical and the warranty has expired. The US distributor and I are at an impasse over the use of replacement parts, not to mention costs of repair versus replacement. Since the company insists on replacement, at a very high cost, the money I would make from a subsequent sale will be considerably less. I will leave the story there, until I hear from other members who feel any definitive information should be included in this thread. I will note that two very high-profile members of the high-end community were shocked when I told them what was occurring and one, whose name you all know well (but who would like to remain above the fray for obvious reasons), just told me to cut my losses and move on. I tend to agree with him.
My quandary is this: the US distributor knows that I intend to sell this product so he is banking on my keeping quiet about my distress - at least until after I sell it. Ethically, I don’t believe I can keep quiet about this situation; as a member of the community I feel compelled to disclose my experience not just to a potential buyer of my component but also to anyone who might consider purchasing one of this company’s products. Frankly, the issue for me is the complete lack of empathy from the distributor and the complete unwillingness to find a compromise; and as one whose business stems completely from references, I find this behavior to be an anathema.
How, and where do other members stand on this situation? Is there value in detailing this interaction, even at the potential cost to my wallet?
