冒昧地在这转贴绿野上的一个帖，转自http://www.lvye.org/modules/lvyebb/viewtopic.php?view=1&post_id=1051594&mode=1
主题
买Dana包的人注意一下
作者
黄金狮子
时间
05-01-22 07:11:55
坏的是个Bomb，虽然是个案，不过还是请大家注意一下
http://www.nt.ntnu.no/users/strimbec/Personal/Dana/Lemon.htm
How Dana Designs failed me...
...and then came around...
Update, June 16, 2004. After putting up this web page and posting a couple of reviews on consumer web sites with links to it, I notified K2/Dana of my activity by e-mail, first to the person who had initially responded my complaint but subsequently did not respond to later e-mails. I got no response from him after a few days, so I sent another notification to Danas generic e-mail address, and got a prompt response . It took one more e-mail with reference to the facts and pictures below to clarify my position.
The outcome: K2/Dana is sending me a new pack. I know it will be comfortable and perform well at least in the short term, and I certainly hope it will stand up to a normal amount of wear and tear.
So in the end they are standing behind their product, and doing what (I think) they should have done six months ago when I sent the pack in under warranty.
I'm sure (or at least I hope) that 90+% of people buying Dana packs do not run into problems with defects, even when the packs are made in Mexico or Vietnam as they are now. And I imagine K2/Danas customer service is at least more prompt for people living in North America. But I think the story below still stands as a cautionary tale.
Here's a synopsis:
1. Danas quality inspectors failed to notice an obvious defect in a known weak point of the pack, and it was shipped out for retail sale.
2. The defect resulted in failure after a few weeks of use.
3. When I sent the pack in under warrantee, I pointed out the defect and requested replacement. Instead it was repaired and returned to me.
4.The same failure occurred again, after a few weeks more use.
5. After an initial prompt response, as of mid-June 2004, Dana Designs' customer service department has not responded to my e-mails for three weeks.
And here are some photos:
The little red triangle is the defect. On the other side of the pack, the black hypalon reinforcing patch meets the black cordura that forms the bottom of the pack, preventing the support rod from wearing through as it has done --twice now-- on this side of the pack. There was a black plastic end-cap on the yellow support rod but it was not glued in place and it fell off after the rod wore through.
Supporting details
I bought the pack mail-order from Mountain Gear at a sale price, but it was not identified as a factory second or defective in any way. I am American but I live in Norway, so to save on shipping I had it shipped to a US address and picked it up there in late May 2003 when I returned to visit friends. Before the first failure ocurred, I used it for a couple of short and one 8-day hut-to-hut trips here in Norway. The huts are supplied with food and bedding so carrying heavy loads is unnecessary -- exactly why I bought a weekend-sized pack.
I noticed the rod poking out on the last day of a weekend trip, in November, less than 6 months after I started using the pack. I thought it would stay in the sleeve until I got home, but it worked all the way through and fell out. I contacted Danas repair/warrantee service, got a return number, and sent the pack back across the Atlantic, along with a letter pointing out the defect and clearly stating my belief that the pack should be replaced under warrantee.
It took three months to get the pack back, much of it due to slow international shipping. I again used it for a few weekend trips and a 9 day spring hut-to-hut ski tour, and I again noticed that it had failed dring a short weekend trip. I took the pictures and immediately contacted Dana. I got a prompt response, from which I learned that Dana is owned by K2, by the way. But because I live in Norway I have been referred to the International Department. That was three weeks ago, and I have e-mailed the person who initially responded to me a couple of times, but I have received no reply.
It all boils down to three serious problems:
1. Dana's failure to intercept an obvious defect.
2. Danas failure to recognize that the defect was serious enough to warrant replacement rather than repair.
3. Dana's failure to respond in a timely manner to a serious customer complaint.
So, go ahead, take a chance, buy Dana..... or not.
Rick Strimbeck
Trondheim, Norway
richard.strimbeck@nt.ntnu.no
主题
很久没关注DD了
作者
pp
时间
05-01-22 23:13:45
如是实情，现在DD的品质监控，缺陷处理，售后反馈确实令人吃惊。 |
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发表于 2005-2-27 16:49