American Technology, Inc

September 12, 2016Dear *** ***,I received your documents regarding a complaint from one of our customers and are grateful for the opportunity to respondWe at American Technology Inctake great pride in both our products and our service and did attempt to make things right with *** ***We
do feel, however, that she did not fully read and understand our products and color matching process prior to orderingI have enclosed the following items to show our communications and explain the product, processes and procedures for our business: The email thread between myself and *** ***This includes my offer to mail a tube back to us so we can confirm the tube she received is an exact match to *** *** CherryI also explained the exact nature of the color matching processWe received no response from her inregards to this offer. A printed copy of our FAQ page with our Return Policy section expanded for your reference. A printed copy of the ordering page for our *** Special Color lineI have highlighted where it states these are exact matches to the manufacturer colors listed*** *** stated in her complaint “They said they were mixed specially, which is untrueThe color is standard on their websiteNothing special order about it.” Her statement is simply not trueShe ordered a specific manufacturers color (see next item) from our Special Color lineWe have manufacturer samples that we pull when mixing our colors so that we are certain it is an exact matchSometimes, due to the variation in wood grain on flooring, the color will not be exact to where the customer wantsWhen this occurs, we will always remix if they can send us a sample piece that specifies the color area and it is confirmed to be the same flooring. A copy of *** ***'s order showing she ordered a Special color, *** *** Cherry. A list of the current flooring colors in our Special Color list (which *** *** ordered from)I have highlighted all of the Cherry flooring colors to show how many there are in just the current linesEvery one of those Cherry colors are different, just as if you went into a flooring store and asked to see Cherry flooring, you would be shown a variety of colors.*** *** stated in her complaint “The color was misrepresented alsoWe do not put pictures of the Special colors on our website, as color resolution on a computer screen is not accurate and would cause more mis-matches than correct onesI do not understand how she feels it was misrepresented when there is no color representation on our site.Mixing our products to match takes a lot of time and results in some product loss while we get the color correctThis, combined with the relatively short shelf life which prevents us from reselling, is why we have our return policy in placeWe want our customers to be happy with their product and will always remix to make the color correct if there was a mixing error on our partWe would still be happy to remix the tubes for *** *** if she is willing to provide a sample of her floor and it is confirmed to be *** *** Cherry.Maintaining a good reputation for our products and service is very important to usWe strive to meet the needs of our customers as much as possible, but we feel like all of the information to make an informed choice is provided to our customers on our website, however, it appears *** *** did not read through it or understand itI looked through all of my inquiries and did not find any other communications from her asking for assistance with color matching, etc.If I can provide anything further, please let me knowI am in the office Monday - Friday from 9:00am - 3:pmYou can call our main desk at *** or email me at ***@kampelent.com.Thanks again for the opportunity to provide clarification.Sincerely,Lisa Z.Customer Service