Parts availability: How to destroy a brand

[Pascal.Pincosy]

Time and time again I run into serious issues getting parts for gear that I'm tasked to manage the repair of. It seems like a 3-4 month wait for parts is now the norm at many companies parts departments. While I do realize that actually stocking spare parts for the products that you sell ties up company funds, it seems to me that these manufacturers are shooting themselves in the foot.



Yes, I can throw a fit, start calling product managers, supervisors, or posting my dissatisfaction on forums like this; actions that will tend to quickly get me the stuff I need in order to get needed equipment back in working order. But don't these companies realize that when they treat their customers in this manner, that they get put on my black-list? Not only am I the one responsible for making sure my gear works, but I also have a hand in choosing what we spend our money on in the future. And forcing me to go into combat in order to keep my sound gear working isn't going to ingratiate me toward their company AT ALL.



Why would I ever buy gear from a company again when they can't provide me with what I need to keep equipment that is still being manufactured in working order? And deliver said parts to me in a somewhat timely manner? This behavior is a perfect example of the sort of shortsightedness that will drive a company right out of business, at least in the professional areas of the live sound market.

 

[Greg Cameron]

Re: Parts availability: How to destroy a brand

This wouldn't be Loud/Mackie/EAW would it?



Greg

 

[John Roberts]

Re: Parts availability: How to destroy a brand

Time and time again I run into serious issues getting parts for gear that I'm tasked to manage the repair of. It seems like a 3-4 month wait for parts is now the norm at many companies parts departments. While I do realize that actually stocking spare parts for the products that you sell ties up company funds, it seems to me that these manufacturers are shooting themselves in the foot.



Yes, I can throw a fit, start calling product managers, supervisors, or posting my dissatisfaction on forums like this; actions that will tend to quickly get me the stuff I need in order to get needed equipment back in working order. But don't these companies realize that when they treat their customers in this manner, that they get put on my black-list? Not only am I the one responsible for making sure my gear works, but I also have a hand in choosing what we spend our money on in the future. And forcing me to go into combat in order to keep my sound gear working isn't going to ingratiate me toward their company AT ALL.



Why would I ever buy gear from a company again when they can't provide me with what I need to keep equipment that is still being manufactured in working order? And deliver said parts to me in a somewhat timely manner? This behavior is a perfect example of the sort of shortsightedness that will drive a company right out of business, at least in the professional areas of the live sound market.

I am familiar with how hard it is to forecast production with several thousand mile long supply chains, I suspect managing repair parts will be significantly harder...especially with new technology platform roll outs. How do you forecast, precisely how many of which specific repair parts to stock in advance.



Surely for a mature product family that has been in production for some time the repair parts pipeline will be easier to manage. Relatively new stuff can experience problems with isolated parts.



Are these products well above the disposable category? If you are experiencing 3-4 month wait for parts from multiple different companies, it must be a conspiracy. Maybe you are being singled out. Do you ever post on the internet?

Or maybe you are just very lucky.



JR

 

[Tim Padrick]

Re: Parts availability: How to destroy a brand

It recently took me two emails and two voice mails over a four week period just to get a response from a USA manufacturer with whom we have a dealer account. This is not common, but neither is it an isolated incident. Parts being back-ordered from overseas gear manufacturers is seldom a surprise.



A supplier once told me ''we have a greater responsibility to our existing customers than to our future ones'' - but he didn't have stockholders to answer to.

 

[Pascal.Pincosy]

Re: Parts availability: How to destroy a brand

This is a repeated problem that I've been seeing from multiple mostly US manufacturers, none of whom I'm a dealer for, and the story from my vendors is always the same: ''They don't want to keep parts in stock as it costs them money to do so. We have a horrible time getting parts from these companies.'' Issues have all been with mature currently-shipping models of speakers and amps, in the pro/install market; no banjo center stuff.



What better way to put yourself out of business than to alienate your current customer base?

 

[Charlie Zureki]

Re: Parts availability: How to destroy a brand

This is a repeated problem that I've been seeing from multiple mostly US manufacturers, none of whom I'm a dealer for, and the story from my vendors is always the same: ''They don't want to keep parts in stock as it costs them money to do so. We have a horrible time getting parts from these companies.'' Issues have all been with mature currently-shipping models of speakers and amps, in the pro/install market; no banjo center stuff.



What better way to put yourself out of business than to alienate your current customer base?

Hello,

No disrespect intended, but, quantity is the issue. You're probably not big enough of a customer to shake the manufacturer(s) up. Fairly common in the Electronics industry.



Somewhere, someone reasoned: If they're a big customer, they can wait longer lead times, they'll have spare (complete) units, and, they'll also have spare replacement parts that tend to have higher failure rates (Drivers, Cone Kits, etc..)



Also...this same thought of: the customer should buy spare components and complete units as spares, even if they're a small company. (even more critical to smaller companies)



On many dated products, they have longer lead times on replacement parts sometimes trying to force an ''unexpected sale'' on more current product. (when the customer can't wait)



Then there's the other factors: parts made in other Countries, long transport times, batching, etc...



Sales forecasting is art combined with science, and sometimes their numbers are off.





Cheers,

Hammer



ps. if they're critical parts, buy two!

 

[RYAN LOUDMUSIC JENKINS]

Re: Parts availability: How to destroy a brand

It's called ''Just In Time'' manufacturing. Each part is delivered just in time to be assembled into the complete product. Spares are not a part of this manufacturing model. The manufacturer has to change the part run on the next cycle to get you your replacement parts. That could be days or months!



I just had to spend almost $300 on a new tool to replace the one that had a $2.50 broken part that was not available!



In my opinion the race to the bottom by manufacturers is rediculous. They have caused so much resentment from the comsumers just so that they can make their products a couple cents cheaper and more profitable. Eventually, we can all hope that they will figure it out but I wouldn't count on it any time soon.

 

[Milt Hathaway]

Re: Parts availability: How to destroy a brand

In my opinion the race to the bottom by manufacturers is rediculous. They have caused so much resentment from the comsumers just so that they can make their products a couple cents cheaper and more profitable. Eventually, we can all hope that they will figure it out but I wouldn't count on it any time soon.

I'm not certain manufacturers are entirely to blame. I blame consumers who base their purchasing choices on cost rather than value. Of course manufacturers are going to cheapen their products and reduce support when all people truly care about is the end price.

 

[Arthur Skudra]

Re: Parts availability: How to destroy a brand

As long as manufacturers are owned by shareholders who only care about next quarter's returns, and run by bean counters who regard any kind of inventory as a liability, this problem will continue.

 

[John Roberts]

Re: Parts availability: How to destroy a brand

In my opinion the race to the bottom by manufacturers is rediculous. They have caused so much resentment from the comsumers just so that they can make their products a couple cents cheaper and more profitable. Eventually, we can all hope that they will figure it out but I wouldn't count on it any time soon.

I'm not certain manufacturers are entirely to blame. I blame consumers who base their purchasing choices on cost rather than value. Of course manufacturers are going to cheapen their products and reduce support when all people truly care about is the end price.

+1.... I have been saying this for years... The customers have been driving this bus (buss?) for a long time.



I am reminded of the Aesop's fable ''The ant and grasshopper'' .

You need to figure out for yourselves who is the ant and who is the grasshopper.



JR

 

[Reggie Kendrick]

Re: Parts availability: How to destroy a brand

In my opinion the race to the bottom by manufacturers is rediculous. They have caused so much resentment from the comsumers just so that they can make their products a couple cents cheaper and more profitable. Eventually, we can all hope that they will figure it out but I wouldn't count on it any time soon.

I'm not certain manufacturers are entirely to blame. I blame consumers who base their purchasing choices on cost rather than value. Of course manufacturers are going to cheapen their products and reduce support when all people truly care about is the end price.

I concur.

 

[Chris Davis]

Re: Parts availability: How to destroy a brand

Back around 2005 I had a large amount of stage monitors I was refurbishing. I just remember those times how easy it was to order small amounts of parts over the phone and receive the next week. It was as easy as ordering a pizza from a kid down the street.

A couple years ago it seemed like nobody was ever there, and only the most common components has shorter wait times... Then about 8 or 9 months later we actually got helped. Hopefully things are running more smoothly now over there for everyone.

 

[Christian Tepfer]

Re: Parts availability: How to destroy a brand

On the other hand another brand can gain from this.



I know some vendors that go the extra mile by taking customer service serious. Like bringing parts to the shop when it's a last minute repair, giving out spares when parts are too late, giving realistic forecasts about delivery and so on.

 

[John Roberts]

Re: Parts availability: How to destroy a brand

On the other hand another brand can gain from this.



I know some vendors that go the extra mile by taking customer service serious. Like bringing parts to the shop when it's a last minute repair, giving out spares when parts are too late, giving realistic forecasts about delivery and so on.

I recall a statistic from years ago that stuck with me... A study of customers from a major product category revealed that they were actually more likely to buy the same brand again if they had a positive service experience, than if they had no product failure at all...



maybe this is why all the computer makers design them to crap out all the time... trying to lock in brand loyalty.

JR

 

[Christian Tepfer]

Re: Parts availability: How to destroy a brand

On the other hand another brand can gain from this.



I know some vendors that go the extra mile by taking customer service serious. Like bringing parts to the shop when it's a last minute repair, giving out spares when parts are too late, giving realistic forecasts about delivery and so on.

I recall a statistic from years ago that stuck with me... A study of customers from a major product category revealed that they were actually more likely to buy the same brand again if they had a positive service experience, than if they had no product failure at all...



maybe this is why all the computer makers design them to crap out all the time... trying to lock in brand loyalty.

JR

I can absolutely get this:



1. product fails, vendor shows service orientation, product works after service -> very strong emotional customer bond -> customer is likely to stay with the brand and recommend the brand on the basis of good service



2. product works flawlessly -> as expected. There's no strong emotional bond here -> customer may switch to another brand



3. product fails, vendor fails to create a good service experience -> negative emotional bond. Customer is likely to switch to another brand



I can see this in several fields of products and services, like with mobile phones, computers, dealers of almost everything.



Even in our work - audio engineering, psychoacoustical caretaking, you name it - you can see this.



Do your work flawlessly - clients see this as normal work, you are just ''the audio guy''.



Go the extra mile when something fails - the client will remember you as the person who ''fixed the mess''. Even if the failure was your fault.



Fail to fix the mess - I think almost everybody knows that. Even if was beyond of what you could do...

 

[Pascal.Pincosy]

Re: Parts availability: How to destroy a brand

On the other hand another brand can gain from this.



I know some vendors that go the extra mile by taking customer service serious. Like bringing parts to the shop when it's a last minute repair, giving out spares when parts are too late, giving realistic forecasts about delivery and so on.

I recall a statistic from years ago that stuck with me... A study of customers from a major product category revealed that they were actually more likely to buy the same brand again if they had a positive service experience, than if they had no product failure at all...

Exactly! And this is why certain companies are going to be losing out on sales to my respective businesses when we make future purchases, given an equivalent product from one of those manufacturers who stocks spares...

 

[Randy Frierson]

Re: Parts availability: How to destroy a brand

we just started a company (Insight Led Lighting) where we import our brand of moving lights/leds and our initial order was almost 50/50 of merchandise and spare parts..service is everything, customers must have their gear working not waiting for parts in a repair facility..we have so much equipment we have to have a dedicated electronics bench tech...times are tough....

 

[Matthew Haber]

Re: Parts availability: How to destroy a brand

I recall a statistic from years ago that stuck with me... A study of customers from a major product category revealed that they were actually more likely to buy the same brand again if they had a positive service experience, than if they had no product failure at all...

Honestly, this is probably why I like Apple so much. Not because I never have had problems but because when I have had problems I can drive 10 minutes to a store and get them dealt with.

 

[John Roberts]

Re: Parts availability: How to destroy a brand

I can't drive 10 minutes and buy a six pack....



Maybe that's why I brew my own.



JR

 

[Adam Whetham]

Re: Parts availability: How to destroy a brand

Honestly, this is probably why I like Apple so much. Not because I never have had problems but because when I have had problems I can drive 10 minutes to a store and get them dealt with.

And this is why I dislike a lot of there stuff because it isn't user serviceable because I do NOT live 10 minutes away. It works both ways.