Office of Steam Forum for Model & Toy Steam Gas & Hot Air Engines

Well, it’s that time. I gotta hand it to the folks at stirlingkit/Enginediy. They stepped up to the plate, if only after some very frank discussion about the potential for consequences when a disgruntled consumer has time on their hands, and the internet at their fingertips.  Though framed in lofty notions of mutual benefit, reputation, and honor initially, visions of sledgehammers on live video, after thirty videos in thirty days, complete with email readouts and names named, apparently did not sit well juxtaposed with a promotion campaign for new products.

Taking a big carrot, big stick, drown em in love while reminding them YouTube is our friend was a potent combination instilling values our bill of rights only suggests.  Instead of whining about fairness, I just explained options and their costs, in very explicit terms.

And they want us to be friends. They especially want YouTube viewers and forum readers to know they’re good guys who go the extra mile for their loyal customers. Their attention thus focused, apparently a path of least resistance and greatest value returned was identified. That path cut through every grievance with their customer service people, and general poor information flow internally and to the public.   They’re replacing the boxer engine after the oil requirements fiasco. They’re providing replacement parts for the 32cc in-line four, to resolve an issue with a defective manifold, and they’ve promised to provide, or have provided the since deleted from standard equipment ignition and drill start adapter for the flathead engine.

They really want the bad press to go away, and gushing reviews in their place.  I don’t know about that, but just as soon as I’ve got everything promised, I’ll make new review videos, and delete the least complimentary. 

It’s true you only get one chance to make a first impression.  But it’s also true that actually solving customer difficulties instead of blowing off complaints is the cheapest and best medicine when those relationships are bruised.  It didn’t happen easily. There truly are different underlying belief systems at play.  But they can be made to cooperate once goals are clear and best paths identified.