XYZPrinting marketing lives in the 1990s

After help from you lot, last week, I got my XYZPrinting DaVinci 1 going. And it has been doing quite well since then, I've done a 4 or 5 hour print every day since then. http://www.owenransen.blogspot.it/2015/ … e-eh.html.

I'd sent them an email saying that they could easily put up a web page on how to fix this problem (0040 SD card falling out of its socket). So, imagine my surprise when I got an email from them after a few days saying, in effect, that advertising problems is not good marketing. While hiding them is, apparently.

Their reply to my initial email suggesting a few easily findable pages of ways to fix problems:

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S> Having a good website like that would be perfect, but that is not up to me. Also when you have a
S> website dedicated on errors, that doesn't really show good quality . So I can understand also
S> that our sales would like for you to send emails instead of a forum or website where everything is out in public.
S> 
S> The error code 0040 is very rare, in total less than 10. And that’s on a total of around 8k sold
S> in the EU. So again, dedicating a website on that might not be the best marketing

Here's my reply to that email:

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Dear Name Deleted,

I think your reply is totally misguided.

In summary you want to hide errors rather than helping customers.

XYZPrinting could not give me a quick reply. The web page told me what was wrong, but did not tell me how to fix it.

SoliForum solved my problem in minutes.

You underestimate how much damage a disgruntled customer can do. Had you honestly told me
what I had to do to fix the problem I would have thought: "Hey, things happen, but they certainly
gave me good customer service, and helped me fix the problem."

The stats are not important. It is the perception, and I now doubt your stats. 10 out of 8000 get the 0040 error? So 0.125% have had this problem? So how come many people in SoliForum knew what it was?

Your marketing attitude is 20 years out of date. Customers are not isolated individuals relying only on the company. Customers can broadcast good and bad experiences immediately. And customers trust other customers more than they do companies, unless the companies are honest with them.

I was suggesting a web page on your site with suggestions about how to fix problems. I don't know how to phrase this but: THAT IS A GOOD THING. Fixing customers problems is a GOOD THING. Hiding them is a mistake. And anyway it cannot be done.

Now, since I (and soliforum but NOT XYZprinting) have fixed the problem I've been having good results with the printer. But my satisfaction would have been 99% had XYZprinting been honest and helpful initially.