[Jewelry making - Article 00996] - Re: [Orchid] Moderna bench from Rio

[Beth Wicker]

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Gary -

    First:  

    I only posted AFTER contacting Rio, requesting that they contact
    Moderna, and being told that there was no point in their doing that,
    that nothing would happen.  They are the supplier; they should know
    how highly a company they represent does or does not stand behind
    their products.  They were quite clear that in their opinion there
    was no point in their contacting Moderna.  As a manufacturer myself,
    in a whole different field, I understand how important it is to know
    when one of our products is not "right", whatever the reason.  If we
    don't know there is a problem we can't fix it.  We also handle items
    made by other manufacturers, and we know which ones will stand behind
    their products if we contact them with a customer problem, and which
    ones we ourselves must "eat" to keep the customer happy.  I was
    assuming, perhaps incorrectly, that Rio knew this also and was
    operating on that knowledge.  I sincerely apologize if that is not
    the case.  I most certainly pushed, in two phone calls, for Rio to
    contact Moderna about the problem, as I wanted to give Moderna the
    opportunity to address the problem. 

    Second:  nothing in the packaging gave me a phone or e-mail contact
    for Moderna, nor was I able to find one when I searched on the net. 
    Not that it doesn't exist - it may - but I did not find it.  I
    searched first, before posting, having thought I might contact
    Moderna myself.  Again, as a manufacturer myself, I know how
    important it is to be given the chance to correct both a "problem"
    with a product we make, and the customer's "image" of our company. 
    I wanted to extend that courtesy to Moderna. 

    Third - I did NOT praise any other benches, having no experience
    with them at all.  I posted asking those who DID have experience to
    share their satisfaction or dissatisfaction.  Orchid is a forum for
    sharing - that is what I wanted.  Before I re-ordered I wanted to
    decide whether to re-order the Moderna bench, or switch to another
    brand.  In fact, if you will reference my original post below, you
    will see that I specifically said that in searching the Orchid
    archives I found "folks who are singing the praises of Moderna
    benches."  I also noted that Rio said they did not have a history of
    problems with the Moderna benches. 

    Fourth - your comment "customers and jewelry crafters have been wise
    enough to know the difference between freight damage and poorly
    manufactured product" - yes, and I am one of them.  The box is not
    damaged.  The bench was very well packed.  IF some of the damage is
    freight, then you need to improve your packaging- and honestly, I
    thought the packaging was fine.  In my experience, damaged boxes
    indicate the possibility of damaged contents.  Undamaged boxes
    rarely do.  It is possible, though not probable, that the crack in
    the leg post is from the box being dropped, although I would have
    thought a drop heavy enough to crack a leg post would have dented
    the box visibly.  It is NOT possible for freight damage to account
    for the holes for the bolts not lining up.  Sorry, but I don't see
    how freight handling can do that!  Nor do I see how freight damage
    could cause a split from the drill hole for the dowel.  I do a bit
    of woodworking - that sort of split almost always occurs either
    during the drilling of the hole or during the insertion of the
    dowel.  Not later.  Given the wonderful side cardboard protections
    the bench body was in, I didn't, and don't, see how the curve could
    have been caused by freight handling. Both the box and the cardboard
    corner protectors should have been totally crushed, and neither
    showed any damage. 

    I genuinely don't see how freight handling could have done most of
    the damage, and given the condition of the box I have trouble seeing
    how it did any, although it is possible.  Weird things do happen. 

    I hadn't, and haven't, decided whether to get another Moderna bench
    or not.  The design of the bench is exactly what I want.  I did not,
    and do not, wish to spend more for a bench - I don't need a fancy
    bench, and would rather put the money into stones and metal costs
    than a bench with bells and whistles.  I expect a less expensive
    bench to have less features.  The bench, without the damage, would
    have been exactly what Rio presented it as being, and what I had
    decided I wanted.   It still is.  I just am concerned about taking
    the time to have this one shipped back (they finally came with a
    call tag Friday - of course while I was out - so the bench has yet
    to be picked up.  Then it has to get to Rio. THEN if I want a
    replacement they will ship it.  I've lost two weeks or more in time,
    not to mention the time in dealing with all of this!).  My thought
    had been to research what else was out there, and if there was
    something else that would meet my needs and desired cost, or if the
    general experience with Moderna was good and I should stick with it
    and just assume I got a rare bad apple. 

    I am frankly a bit bothered by your comment "If you are willing to
    up your budget, I'm sure you will get exactly what you want with one
    of our professional addition benches. While I would expect a more
    expensive bench to have more features, I also expect any product I
    purchase, regardless of the cost, to be correctly made, and in good
    working order when I purchase it.  When I buy cheap, I don't expect
    the same work life as when I pay more, but I DO expect it to
    function correctly on purchase.  MY customers certainly expect their
    inexpensive jewelry purchases to be functional, and for some time. 
    As do I!  A necklace should clasp correctly and stay in place around
    the customer's neck regardless of whether it is a $5, $50, $500 or
    $5,000 necklace.  The difference is in the materials.  I expected,
    at the price I paid, and with the Rio catalog description, the
    materials I received.  No shock nor unhappiness there.  I just
    expected function and no damage also. 

    My original post is at
    http://www.ganoksin.com/orchid/archive/200405/msg00819.htm

Thank you.
Beth in SC who is still undecided on what bench to get but hopes 
whatever it is will arrive undamaged and functional


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