To all those who followed the earlier thread or offered
their...uhh...opinions, I'm happy to report that the issue has been
resolved. I received the following email from Bentley Publishing this
I apologize for the difficulties you are experiencing. I have
arranged to have both the paper manual and microfiche CD sent to
you at no charge. Eventually there will be an updated CD, however, I do not
have a date of release but I will be happy to sign you up to
receive this as well. You can expect your shipment to arrive shortly."
The new Version 2 CD arrived today via 2nd Day FedEx. I expect that the
heavier manual is being shipped in a more economical manner and will also
arrive shortly. I'm not certain if this unexpectedly quick resolution was
due to my correspondence with Bentley's president or Mark from Adirondack
working behind the scenes, but either way I'm gratified that Bentley decided
to address this issue, at least in my case. For those of us that use their
products to keep our VWs on the road, let's hope that this is an indication
of an evolving customer service and product support policy at the company.
And to those of you who like to dress up as "Captain Corporation" on
Halloween (tights, cape, and all), I encourage you to demand a bit more from
the companies you do business with. Companies, like people, need to be held
accountable when they make a mistake. If you feel that corporations can do
no wrong, and you roll over and play dead when a company doesn't fulfill
their end of a contract, it just makes it that much harder for the rest of
us trying to make our way in this market economy. I was told to "get a
life", told I had a thick head, and was accused of intentionally buying
bootleg software (apologies accepted where offered). Few if any comparable
attacks on Bentley, the company that took my money and gave me a product
that didn't work. What's up with that?
And please, everyone continue (or start) to do business with Mark at
Adirondack. I still feel he had no more control over this matter than I did,
although I'm sure he would have refunded my money if I insisted. My
experience tells me that Mark's an honest businessman who respects and
values his customers, and for that he should be rewarded with your business.
1987 VW GTI 8V, original owner, 220,000+ miles
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