Plasma Ruggedized Solutions

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My company develops specialized transducers for biomedical research, and has used Plasma Ruggedized Solutions for protective biocompatible coatings for more than 5 years, during which time they responded reasonably to our specialized handling and coating requirements. Recently, however, PRS seems to prefer providing more generic services, and to have adopted a “take it or leave it” attitude to even long-time customers.

The PRS “ethics” page (www.plasmarugged.com/our-company/ethics) has become a study in irony. I’ve seen their "unrelenting drive for technical precision and quality” expressed in vague and erroneous quotations, disinterest in clear technical communication and problem solving, and irresponsibility in addressing damage caused by flaws in their processing. Their "indefatigable commitment" to “total customer satisfaction”, not at all evident in the heavily bureaucratic, non-technical nature of our recent interaction, turned accusative and then dismissive as I tried to find out what had gone wrong with my job, and if my damaged transducers could be saved. Long-time engineers at PRS tried to help, but couldn't do much in the face of problems that went right to the top. After being deflected by the General Manager (who labeled my efforts “combative”), CEO Jim Stameson, without even offering a refund of the coating charge (though that would have been a small fraction of my loss), simply told me to take my business elsewhere, which I certainly did.

A company that for many years responded to their customers specialized requirements by providing reliable engineered coatings seems to have relaxed into providing generic services only, and appears, at the management level, to have lost both their "unrelenting drive for technical precision and quality and their "indefatigable commitment" to total customer satisfaction.