FW Revdex.com [redacted] [redacted] [redacted] July 7, To Whom It May Concern, At Allpart Supply we pride ourselves on being a reliable supplier to the garage equipment service industry That is why I was very upset to hear of Mr [redacted] at Total Equipment Sales and Services complaint I will directly address his complaint with back up of our understanding of the problem Allpart Supply’s business largely consists of selling repair parts for automotive lifts that are often no longer sold or serviced by the original manufacturer These same automotive lifts often have poorly documented manufacturing changes made by the original manufacturer or importer I believe this is the source of the issue between Allpart Supply and Mr*** Even with the challenges from poorly documented lifts we still successfully fulfill our customer’s needs the vast majority of the time Chronology of Events: On April 9th 2015, Mr [redacted] ordered and we shipped two automotive lift cables by length, diameter and description This is common due to number of manufacturing variations described above See Invoice # [redacted] We sent exactly what was requested On April 20th 2015, Mr [redacted] said the cables were not manufactured correctly,” wrong ends were attached.” After further investigation we received the make and model of the lift and sent what we know to be the correct cablesSee invoice # [redacted] Also on April 20th, we issued an RMA to Mr [redacted] for the return of the cables sent April 9th See RMA # A UPS return shipping label was also provided, tracking # [redacted] On April 27th 2015, Mr [redacted] again called to complain that the cables did not fit the lift A third set of cables was sent, see invoice [redacted] April 27th 2015, as on the previous occasion, Mr [redacted] received an RMA and return label for the second set of cables RMA [redacted] & UPS tracking [redacted] On May 11th 2015, Mr [redacted] notified us that the cables again did not fit No further cables were sent, but an RMA for the 3rd set was issued, [redacted] ***6, UPS Tracking [redacted] On May 27th 2015, we received notification that the credit card transactions for these three invoices were being disputed for “fraud” At this point none of the cables in dispute had been returned despite our good faith efforts to get them back We challenged his dispute On June 26th 2015, we finally received all three sets of cables back from Mr*** Credit Memos were issued that same day and his credit card was credited See Credit Memos; [redacted] , [redacted] and [redacted] CM Without receiving the products back not only can we not issue appropriate credits, but we also cannot determine the root cause of the problem The untimeliness of Mr***’s returns gave us no alternative but to continue to manufacture the cables according to our past history of success After inspection of the cables we found the 2nd two, which were ordered by make and model, to be of the correct fitment from our extensive history of shipments I can only guess that there was some alteration to the lift in question Our Warranty and Return Policy (attached) clearly state that only parts returned will receive credit That shipping, depending on cause, will be reimbursed at that same time The policies also clearly state that no labor or expenses incurred due to warranty or return issues will be allowed These policies are available in our catalogs, see attached Return instructions are also included in each shipment, also attached I regret that we were unable to work this out with Mr*** ***ver, I think we have clearly done everything that we could to resolve this issue with him in a timely and professional manner I appreciate your consideration Sincerely, [redacted] President Allpart Supply
FW Revdex.com [redacted] [redacted] [redacted] July 7, To Whom It May Concern, At Allpart Supply we pride ourselves on being a reliable supplier to the garage equipment service industry That is why I was very upset to hear of Mr [redacted] at Total Equipment Sales and Services complaint I will directly address his complaint with back up of our understanding of the problem Allpart Supply’s business largely consists of selling repair parts for automotive lifts that are often no longer sold or serviced by the original manufacturer These same automotive lifts often have poorly documented manufacturing changes made by the original manufacturer or importer I believe this is the source of the issue between Allpart Supply and Mr*** Even with the challenges from poorly documented lifts we still successfully fulfill our customer’s needs the vast majority of the time Chronology of Events: On April 9th 2015, Mr [redacted] ordered and we shipped two automotive lift cables by length, diameter and description This is common due to number of manufacturing variations described above See Invoice # [redacted] We sent exactly what was requested On April 20th 2015, Mr [redacted] said the cables were not manufactured correctly,” wrong ends were attached.” After further investigation we received the make and model of the lift and sent what we know to be the correct cablesSee invoice # [redacted] Also on April 20th, we issued an RMA to Mr [redacted] for the return of the cables sent April 9th See RMA # A UPS return shipping label was also provided, tracking # [redacted] On April 27th 2015, Mr [redacted] again called to complain that the cables did not fit the lift A third set of cables was sent, see invoice [redacted] April 27th 2015, as on the previous occasion, Mr [redacted] received an RMA and return label for the second set of cables RMA [redacted] & UPS tracking [redacted] On May 11th 2015, Mr [redacted] notified us that the cables again did not fit No further cables were sent, but an RMA for the 3rd set was issued, [redacted] ***6, UPS Tracking [redacted] On May 27th 2015, we received notification that the credit card transactions for these three invoices were being disputed for “fraud” At this point none of the cables in dispute had been returned despite our good faith efforts to get them back We challenged his dispute On June 26th 2015, we finally received all three sets of cables back from Mr*** Credit Memos were issued that same day and his credit card was credited See Credit Memos; [redacted] , [redacted] and [redacted] CM Without receiving the products back not only can we not issue appropriate credits, but we also cannot determine the root cause of the problem The untimeliness of Mr***’s returns gave us no alternative but to continue to manufacture the cables according to our past history of success After inspection of the cables we found the 2nd two, which were ordered by make and model, to be of the correct fitment from our extensive history of shipments I can only guess that there was some alteration to the lift in question Our Warranty and Return Policy (attached) clearly state that only parts returned will receive credit That shipping, depending on cause, will be reimbursed at that same time The policies also clearly state that no labor or expenses incurred due to warranty or return issues will be allowed These policies are available in our catalogs, see attached Return instructions are also included in each shipment, also attached I regret that we were unable to work this out with Mr*** ***ver, I think we have clearly done everything that we could to resolve this issue with him in a timely and professional manner I appreciate your consideration Sincerely, [redacted] President Allpart Supply