Shame on You Memphis Shades!

Memphis Shades has redeemed themselves.
They not only gave biLL the newly-designed mounts, but also replaced the windshield itself, that HE had cut while trying to make the old brackets fit.

We leave the full story here as an historical note, but state, once again, that the problems have been resolved. There was never a problem with Memphis Shades' Products, just with their method of correcting errors. The fact that they eventually did the right thing indicates that their intentions were good all along, but their implementation failed. They seem to have corrected the problem now, and are no longer on our Registrum Faece.

*wiLd biLL says:*		As far as I am concerned... the matter is resolved. I think Merlin's observations are correct and precise.
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*Merlin's Comments to which biLL refers:*
My analysis of the entire situation is that it began with a legitimate error - they changed their email addresses, but the one page on their website that biLL used still had the old email address, so they didn't get his original requests for help. Everything that happened after that (from my viewpoint) was due to the intervention of their Operations Manager. He may be the best Operations Manager in the world, but that doesn't make him a suitable person for customer contact. The primary goals, objectives and priorities of an Operations Manager MUST be different for those of a Customer Service Rep. While the Operations Manager must, of course, look out for the best interests of the company, he sometimes has to lower the priority of satisfying one particular customer. A customer Service Rep, on the other hand, is looking out for each individual customer's best interests. That's why most organizations don't have their customer service departments reporting through production. This doesn't imply anything bad about their Operations Manager, just that he shouldn't be doing customer service.

UPDATE 7/26/0:

Yesterday we received a phone call from Matt Heidenreich, the V.P of Operations at Memphis Shades. By the end of a long discussion, we were convinced that not only will they "do the right thing" about Bill's situation, but that they're trying to correct some internal problems that contributed to this problem, such as incorrect fitment data and Production not even getting to see the information before it's published.

We believe that one of the causes of the problem was lack of communication (obviously), that was due to lack of planning in the changeover to a new IP and internet domain, resulting in their not receiving Bill's first two messages. Sure, it's still their fault, and could have been avoided, but it's the same kind of error we (in the computer industry) see every day.

We believe that they really are acting responsibly and trying to prevent recurrences of this situation, and that they are not the "bad guys" they seemed to be.

We look forward to their final resolution to this problem so that they can be moved from the Hall of Shame to the Hall of Fame. V.P.-Operations

UPDATE 7/21/0:

Since seeing this page, Memphis Shades has contacted wiLd biLL and has offered him a new mount, made to fit his bike ('85/'86 VT1100). They're in the process of making it, and expect it to take a few more weeks. You can watch here for updates.

We're hoping they'll also find a way to enhance their customer service policy/procedure.