American Key Supply

The customer’s claim that the [redacted] High Sec Key Cutting Machine had a defectthat the touch screen did not align to the numbers on the screen is untrueWe made every effortto troubleshoot the issue and send replacement machinesWe even verified with the customervia live video chat the machine we were about to send worked as intended and had no issues.We sent a [redacted] machine to customer three different times and customer complained aboutthe same issues each time he received a machineHowever, upon return of these machines, ourtech support and sales associate tested and confirmed that they worked perfectly and believe thatthe customer was having issues because of his own limitationsThe disputed amount of $isa restock fee that doesn't nearly cover the costs we incurred trying to support and work with ourcustomer on a touch screen issue that doe**’t existBelow is a detailed timeline showing theevents and our attempts to resolve this issue with the customer:08/18/– Customer placed order [redacted] for one [redacted] High Sec Key CuttingMachine08/18/– [redacted] machine with Serial Number [redacted] was sent via [redacted] Tracking [redacted] 08/29/– [redacted] machine with Serial Number [redacted] received by customer.Customer called and spoke to Tech Support saying the touch screen did not align to the numberson the screenTech Support advised Customer to try it out a couple of days to see if anythingchanges.08/31/– Customer called back saying the touch screen still has an issueTech Support andCustomer both agreed that it may have been the way Customer was touching the screenTheyboth agreed that Customer would contact us again at the end of the week if the issue persisted,and that Customer would try using a stylusCustomer was given Tech Support’s direct cellphone number so Customer could reach him directly.09/21/– Customer called back saying touch screen issue was not resolvedSince there is noway to calibrate the screen, Tech Support decided to send Customer a new replacement [redacted] machine once they are in stock again.American Key Supply [redacted] Page of 409/26/– [redacted] machines back in stockA replacement [redacted] machine with SerialNumber [redacted] was sent via [redacted] Tracking [redacted] Tech Supportpersonally calibrated and checked that the machine was fully functioning before sending outAreturn mailer was also included so customer could send original [redacted] machine (SerialNumber [redacted] ) back to us.10/03/– Replacement [redacted] machine with Serial Number [redacted] received bycustomer.10/06/- Customer called to report that the replacement [redacted] ( [redacted] )machine has the exact same issue with the touch screen that the original [redacted] machine had( [redacted] )Tech Support emailed a return label to customer to have the replacement [redacted] machine sent back to us for evaluation.10/17/– Tech Support received the original [redacted] machine ( [redacted] ) backfrom CustomerTech Support began diagnosing the issues Customer was having with his [redacted] machineMuch to Tech Support’s surprise, there were no issues with the [redacted] machineThe touch screen worked fine and everything aligned perfectlyTech Support even hadone of our sales associates try to recreate the issueThe [redacted] machine and touch screenalso worked perfectly for the sales associateAt this point, Tech Support left the machine onand let it sit overnight to ensure it was not an issue that presented itself only if left on.10/18/– After leaving the [redacted] machine ( [redacted] ) on overnight, TechSupport again tried to re-create the alignment issue Customer complained about (keys notpressing properly or pressing the key next to it)Tech Support still could not re-create the issue.Everything worked perfectlyTech Support took two videos and posted them on [redacted] andasked Customer to look at and verify that the machine was working perfectly: [redacted] 10/19/2017: Customer called and requested a live video chatTech Support was able to showCustomer on live video chat that the original [redacted] machine ( [redacted] ) that wesent him was working properlyTech Support made sure that he asked Customer if he agreedthat the machine was functioning as intended and Customer responded that agreedSince bothTech Support and the Customer agreed that the original [redacted] machine was working andfunctioning properly, Tech Support arranged to send this same machine ( [redacted] )back to him via [redacted] Tracking [redacted] .Page of 410/26/– Original [redacted] machine with Serial Number [redacted] received bycustomer.11/02/– Customer contacted Tech Support with the same exact issue again on the original [redacted] machine ( [redacted] ) that he just receivedCustomer now has in hispossession two [redacted] machines which he both claims the touch screen has an alignmentissueHowever, both machines were tested and worked perfectly before being sent to customer.Tech Support even showed Customer via live video chat how machine worked perfectly before itwas sent back to himTech Support tried again to assist Customer in troubleshooting his issuebut Customer’s tone and attitude made Tech Support realize that there was not much more hecould doInstead, Tech Support offered two options to customer (1) Return [redacted] machinefor credit card refund with restock fee or (2) Return [redacted] machine for store credit refundwith restock fee and use store credit towards purchase of [redacted] machine insteadCustomerchose to return [redacted] and apply store credit towards purchase of the [redacted] .Customer only paid for one [redacted] machine, but had two of these machines in his possession.Normally with so much money on the line, we need to receive the returned items before sendingreplacement or exchangesHowever, to help Customer out, Tech Support vouched for thisCustomer and asked management for an exception to send the [redacted] before the [redacted] machines were received, provided that tracking showed that the [redacted] machines were enrouteminutes later, Customer confirmed [redacted] machines were dropped off for returnand so Tech Support arranged to send one new [redacted] machine for order [redacted] .11/09/2017: Tech Support received both [redacted] machines customer had in possessionTheyarrived via [redacted] Tracking [redacted] and [redacted] Tech Supportevaluated and tested both machines and they both work perfectly, no issues with the touchscreenIt is in Tech Support’s opinion that Customer was having issues because of his ownlimitations and Customer was simply hitting the touch screen inaccurately.Before the return, Tech Support advised Customer of our return policy with up to 15% restockfeeIn addition, our website details our return policy which clearly states that items may besubject to a 15% restocking feeCustomer was originally assessed a 15% restock fee on his [redacted] machine:***Page of 4However, his purchase of the [redacted] machine and Single Sided Key Jaw for [redacted] totaled$2,in order [redacted] Customer did not have enough store credit from his [redacted] machinerefund to cover his [redacted] and key jaw purchaseWe decided to lower the restock fee to13.36% ($400) so customer would not have to pay anything more for this exchange.Since both [redacted] machines that were sent to customer were tested and were found to workperfectly with no issues, the restock fee was assessed to help recover some of our costsassociated with supporting Customer with his issueThis included shipping the [redacted] machine three times to the customer (lb machine at about $per shipment), providingshipping labels for the [redacted] machines to return to us three times from the customer,cleaning and repackaging the machines to resell as new, and putting in hours and effort fromTech Support to assist and trouble shoot with the Customer as well as evaluating the machinesbefore they left our warehouse and when they returned