solving engineering problems by customer support

[twoeleven]

i took lhn@lj's advice and called moen about our busted faucets. i spoke to a nice woman who asked me for the faucets' model number and when they were installed. i described the problem generally ("the metal part that connects the handle to the valve stem broke") and she needed to ask only one other question -- the color of the plastic valve stem collar, which distinguishes two types of valve stems -- to know precisely what i wanted. moen has ready-to-ship repair kits for that part, two of which are now on their way.

this suggests to me that this poorly designed part fails a lot. i'm not sure this is the best way to run a business. metal castings are cheap, even underpaid customer support reps are expensive, and cranky customers unwilling to deal with busted gear go elsewhere.