Lewis Rossman on Thermaltake and the Right to Repair

Introduction

• Host: Lewis Rossman
• Discusses various aspects of right to repair.
• Background on right to repair: You should be able to fix what you own.
• Referenced Kyle Weins from iFixit.
• Focus on companies placing intentional barriers to repair.

Thermaltake Cyberchair E500 Case

• Customer wanted to buy replacement arms for a $600 chair.
• Response from Thermaltake: They do not have parts purchasing available.
• Detailed a back-and-forth email exchange between the customer and Thermaltake.

Customer's Frustration & Thermaltake’s Response

• Customer: Insisted on buying parts; willing to pay.
• Thermaltake: Refused, claimed it would make selling the entire unit a loss.
• Thermaltake’s claim: No means to charge for parts, stated they wouldn't escalate.

Lewis's Commentary on Thermaltake’s Practices

• Criticism on the illogical and dishonorable customer service.
• Explained the technical feasibility of adding parts to an e-commerce site.
• Emphasized that Thermaltake's refusal was not due to technical limitations but lack of willingness.
• Compared Thermaltake's practices negatively with Herman Miller's customer-centric approach.

Broader Implications of Poor Customer Service

• Thermaltake's refusal to support customers sets a poor standard.
• Rossman’s argument against buying expensive chairs with bad customer service.
• Context of Rossman’s broader campaign for ethical practices in business.

Anecdotal Lessons on Ethics and Business Practices

• Shared personal stories emphasizing ethical behavior in business.
• Example about unethical practices harming Toys R Us.
• Highlighted the importance of companies taking responsibility.

Conclusion and Final Note

• Rossman encourages audience to choose ethical businesses.
• Final criticism of Thermaltake’s practices and advice against engaging with such companies.
• Final message: Do not tolerate poor business practices and support right to repair.