MUSA,
Having read a number (if not ALL) of your prior posts here - and having gleaned a great deal of insight from them, I felt compelled to comment on this post in particular.
That you are here in the first place, probably on your own time, and apparently with at least the tacit approval of MUSA upper management, speaks volumes both to your and your companies attitudes toward your customers and overall business philosopy.
All companies at one time or another face the question of determining policy regarding an employees participation in forums or newsgroups of this type. Most (unfortunately) dictate what they believe to be the "safe" path, i.e. prohibit employees from participating and especially making any statements which could be construed as "official" company policy.
Bury our heads in the sand....build a wall between ourselves and our customers....use only board approved - form letter email replys that may or may not pertain to the question asked.
I have no way of knowing but if forced to guess I would venture to say that prior to your fairly recent arrival here, you were involved in discussions centered around the advisability of your participation.
I'd further imagine that your advocacy of the concept met resistance from at least a few of the decision makers resting on rungs of the ladder closer to the top than yours.
While my decision to purchase one of your products (a decision which is close - but not yet finalized) certainly won't have an impact on the bottom line likely to significantly alter the value of your stock, I feel that you should at least have the consolation of knowing that your actions in posting to this thread definately "saved" the sale.
I'm somewhat ashamed to admit that reading the first couple days posts (especially the "..$400 parts..." and "...25% increase.." almost forced me to cross M off my list of finalists.
I should have known better than to allow a couple of posts influence an important decision without first verifying the facts.
Your post, however, did that for me.
A simple listing of the factual information, provided by someone who speaks with authority and has garnered my respect and the issue is resolved.
I'm one little guy...an insignificant contributor to the fortunes of any of the companies whose coffers I help fill.
Be that as it may, I firmly believe that most firms still don't get the "mouse that roared" concept as it relates to customer relations, the internet in general, and user forums such as this one.
It ain't your fathers 'word of mouth' no mo'.
MUSA (the company) and MUSA Marketing should be commended for having the good sense to have adopted a policy that establishes a sense of trust between the company and the customer.
That they established the policy demonstrates that genuine respect for the customer exists.....a trait that, sadly, is conspicuous by its absence in most corporations these days.
Anyway.....just thought that if you felt the need to do the "I told you so" dance with one of those original doubting Thomases <g> you might just want to drop a copy of this post on his/her desk (KIDDING!!!!....just kidding)
And, in the interest of full disclosure:
No, I'm not MUSA Marketings' father, son, brother, wife, GF, Mother, SO, or any other form of cheerleader,
just believe that it's time to start evening up the scorecard and acknowledge the positive actions as well as protest the negatives.