PCC Policy question

[MaxMercury]

For a PCC Zen Master or Guru, etc....

Based on my dealings with Richard and my overall sense of PCC so far, I probably don't need to ask this question, but here goes:

Let's say you discover that a product you've been selling has major issues. For example, let's say a new HD turns out to not be nearly as reliable as touted. Or, another example: Let's say you discover that some products you sell are fine by themselves but turn out to have compatibility issues when used together, like a chipset combined with a sound card. (The notorious problem with the VIA KT-133 chipset and Soundblaster sound cards comes to mind.) How would you deal with this? Would you take a passive stance and let the customer come to you if he/she notices a problem, or would you be more pro-active and scour your database to inform customers that a possible problem might exist?

It's clear to me that you work hard to stock quality components in the first place, but sometimes issues surface after a product has been around for awhile, so I was curious about your approach.

No offense intended, by the way. :)

[PCC-Jon]

Honestly, we haven't run into that kind of thing. Even the Kt133 issue was not a problem so long as the sound card was in PCI 2....at least, we never saw any problem.

So...to answer your question -- currently, we are not proactive in notifying customers if we find a problem, but that's only because we've never had to! Any problems that have come up in the past, we have known before the sale and have taken steps to prevent it (usually by just taking the part off our website and not selling it!)

[MaxMercury]

Jon,
I appreciate your reply, and it's reassuring to know you've never really run into that kind of thing! That shows again the care you take in making sure what you sell is reliable in the first place.

Interesting that the KT-!33 issue for you was resolved by putting the sound card in PCI-2. For me, it only worked in PCI-4, but still wasn't stable. Ultimately, I had to use a non-Creative sound card.

Any problems that have come up in the past, we have known before the sale and have taken steps to prevent it (usually by just taking the part off our website and not selling it!)

I applaud this preventive approach! Thanks again!