[BC] A new digital band

[Michael Bergman]

Rich,

> I have to ask Michael how Kenwood will deal with customers who want 
> to return a receiver that's working properly? The customer disagrees. 
> There will be many more of them than BMW will encounter. I realize 
> many of the problems will be the fault of the stations. Will the 
> customer care? It's far better for a dealer to simply agree with the 
> customer, replace the factory IBUZ receiver with a standard one and 
> be left with routine maintenance and repair the customer pays for.

This has always happened anyway; we've had this kind of return for years.
The hardware maker doesn't always get to decide what happens.  The consumer
tells the dealer it's the radio; the dealer replaces it or gives the money
back.  

For the first few returns on a specific issue--say, the CD player won't play
the new Whitney Houston CD (remember that?)--the dealer has no idea that it
isn't the radio.  A certain amount of this is built into the business.  If
there are issues with a new technology, we educate the dealers and it isn't
a huge problem.

Mike Bergman