However, the dealers are in no way as informed as the manufacturer when it comes to the construction (potential weaknesses) of each product they sell. Remember that the dealers are outlet stores that have many prodcit lines hence my reservations.
When it comes to product failure then the manufacturer is best to know the possible cause or abuse as the info is not "filtered" by a number of channel distributors.
This in return can lead to a complete different decision as if one dealer at a time is receiving a complaint and decides this an insulated event, tries to "resolve" the issue in his way, which would mean, he isolates it from the manufacturer.
Yes, I know, procedures and escalation, but when dealing with particular circmstances I want to go and talk to the guys in charge not a front desk clerk or sales man.
BTW, I found the contacts on the Juergens CI web page and dealt with them directly from here in Botswana, bought my staff back in RSA ways back .
Now as a conlcusion:
Is it the right thing to do to bash a manufacturer who in term might not even have been alerted to the failure of a product under certain circumstances, never mind having an option to respond .