I found out along time ago,that you can please most of the people (customers) most of the time & a few of the people (customers) none of the time.
Being a self-employed/buissness owner is an eye opener to human behaviour.
When I run into those select few,I drop them like a hot potato.Those folks can never be pleased & will do nothing but complain & waste your time to no end.
I have tried to reconcile with them,but it was utterly fruitless.Nothing I did,either free of labor fee's or parts made any difference.Once they get it in thier heads that you or the service you offer sucks,you will NEVER make them change thier minds...............EVER!!!!
Just a personal experience I thought I would share
I have dealt with those too.
The "trick" is not in that you can't satisfy them, but that you can promise them something exclusive at a future date. (discounts for bad service, or a bad item, out of stock etc)
The real life (in your face) customers though, yeah I agree, you can't satisfy anyone once they have come to a conclusion about something or other. At which point, I agree, cut your loses and tell them off (very nicely).
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I don't expect any BFL rep to work miracles. I just ask they keep people interested in the customer service portion of the process. You know, without being unnecessarily flippant at every other opportunity.
I am pretty sure, (because I have read actually read peoples comments) that people realize that a flippant rep doesn't give a damn about them as a customer. They (if like me) would quickly gather the impression that buying their product only keeps the flippant remarks behind closed doors. (well, until you request a refund)
I evaluated BFL as my first choice, then I saw the rep above, and boy did that change my mind. I had to go with Avalon instead.
The sum of all the bad parts made the choice alot easier.
(Well, that, and the Avalon team had a self contained unit while the other two did not.)
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So it goes to show, that if you leave a bad impression in public, it does cost you in terms of customers and the cash they bring. I am not the first person to comment on this.
Does that mean I won't buy BFL if Gen 2 comes around? Sure will, but that customer service better improve sharply, the delays should be addressed, the flow of information should increase (transparency),
and the tired and angry reps should remain behind closed doors when they have a fit. Far from where I can see them and shake my head.
Does BFL make good hardware? Sure, as long as it is within spec. Just like any of the other ASIC companies. (well...the ones that don't fail in some significant way)