Hi all,
Bikemad has brought this to my attention. You all should already know this. Customers who are happy with our products would less likely be on this forum because they are enjoying the product. Customers who are having problems would find solutions online as it is the fastest way. They would eventually end up here. I am pretty sure I solved approx. 70% of the problems here. The only problems we don't solve are the problems which cannot be solved at the moment.
Customers who have their problems solved would not post on this forum about how it was solved. We would not expect them to post here either, they should be enjoying our products. It is human nature to do this because everyone alive in this decade would think ideally. Hence GM tries to make it ideal.
Think about 2 years ago, when we had NO dealers. How am I going to replace any item by means of air shipping a new one to the customer and paying for the air shipping again for shipping the customer's defective product back to us for debugging? So we said we would set up local support and we did. It is much easier to access any local store and complain directly to them, in which dealers such as our Canadian Dealer, Gary, have to deal with. After the customer has complaint to the Dealer, dealers would then complain to me and the whole of GM. But! it is easier for the Dealer to inspect the problem and find a solution to it and replace the item on the spot if the problem is genuine. I wouldn't say "complain" but that's the role of being a dealer. This way everything works out easier and it is much more cost effective for us to replace the defective item and inspect it locally to pinpoint the errors to prevent them from happening again.
*We do exchange faulty products, however we must find a cost effective way, otherwise there would be no point in making and selling them.
On the other hand, the ultimate solution for problems would be Quality Control which was already implemented in August 2010. However the factory was not fully functional so we had to outsource certain components and materials. It should be fully functional by the end of this year, also the MP3 (Magic Pie v.3) would be the one with most of the issues solved and new functions. Count the years that Magic Pie has come out. It came out October 20th, as many of you would have remembered the 160 deal, 2009. It has only been 13 months since it came out, and already it is Version 3. The big picture, undeniable, is that we, the chinese(chinks), are doing our best to solve the Root problem. An old saying in china that we believe in is Zan Cao Chu Gen. It means if you want to destroy the weed, you need to destroy it's roots as well. I, as one of the managers in GM, have already expected MANY problems to appear because this is a fairly new product. However, the point of having this forum is to solve it faster. We get complaints and Tom, who's in US now, is making records and translating the problems to the engineers and getting it solved before the next batch of MP's come out. Sit back and think about the entire timeline since october last year. Please tell me this is making sense to anyone who has a grudge against me, and hopefully it would change something.
Anyway, I have found it very pleasant to deal with any member of this forum, even if it get's ugly, every quarrel would help in improving the next batch of products we make. I have given english-speaking dealers authority in this forum so that the people would know who they are talking to. Thanks to dealers like Gary, who is actively involved in the forums, him and GM are getting first-hand information about problems that we are solving. I don't think we need to post a youtube video of our factory and our engineers do we?
Oh you might think we don't dare show ourselves! Very well then, once it is up and running, I will post a video to let everyone see what's going on inside.
Cheers,
Yao Yuan
