Kudos To Tom Guagliardo @ Densionusa - BMW Forum - BimmerWerkz.com
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#1 (permalink) Old 01-11-2005, 08:53 PM
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Tom Guagliardo should be commended for his outstanding service and support of the ice>Link Plus line of products from DensionUSA. (Especially for BMW's) His tireless and continuing support of the BMW-Forums community and many other forums across the internet is simply remarkable. I have often wondered if or when he ever sleeps?

As with any new product launch, especially one that requires minor alteration of a personal vehicle , utilizes an existing / new interface(s) and is electronically / technologically based, I am very impressed how Tom and his team have handled the pressure!

I have personally experienced and witnessed many companies launch a successful product only to "blow it" big-time during the implementation / development and subsequent follow through stages.

However, Tom and DensionUSA have exemplified outstanding support during these critical stages. If you don't believe me, just search Dension or ice>Link on this site, Google, and/ or the many other BMW forums and you will witness the first class attitude exemplified by Tom -- A solid attitude of patience and support that in some cases was not required by Tom. Mainly, because the person asking the question was a new forum member or a guest that was just too too lazy to do a search or read two previous posts. (I witnessed the latter last week).

Rather than just "blast" the guest, and Tom would have been justified, he chose (and I'm sure carefully) to politely answer the question again and refer the person to the proper posts and documentation on the website... However, the members were not so nice. HeHe. Nice job Tom!

Now, without letting Dension off the hook too much and before their heads swell to the size of watermelons, I do a have a couple of suggestions:

1. Take some of the profits Dension is making off the ice>Link Plus products and hire a professional to look at the usability of both DesionUSA.com and Dension.com websites. They are not the easiest to navigate, the information is pretty stale and finally the ice>Link support and install sections are pretty weak.

In all fairness, it takes time and customer feedback to get "better" and as long as these changes are on the horizon, we (your customers) will understand.

2. Another area I would like to see improvement is some type of email notification when new updates or a new firmware release becomes available. Maybe this exists and I am unaware?

And finally --

3. Although stressful, HAVE SOME FUN and ENJOY THE RIDE! Because rarely, if ever -- does a company get to experience overwhelming demand for a product they created. Maybe the billion dollar behemoths do once in a while, but the average growth company does not. Enjoy it!


Tom - Thanks for being a true professional and for providing such a wonderful product. It is - by far - my favorite mod!

And as a fellow business executive and avid customer service provider, I wish you only the best of success in all your endeavors.

Sincerely,

Jim


I am NOT affiliated with Tom G., DensionUSA or Dension, Inc. I am, however, a very satisfied ice>Link customer that, like many of my friends and colleagues, enjoy making a purchase without experiencing "buyers remorse." And when a product does experience a "glitch" that is "not advertised" LOL, the company stands ready to fix the glitch and do what's right -- That is Tom G. and DensionUSA.

<img src='http://img51.exs.cx/img51/2517/BMWFORUMSSIGNATURE.jpg' border='0' alt='user posted image' />[QUOTE]GIRLS...GIRLS...GIRLS
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