Arai Helmet, Incorporated (North and Latin America)

I will accept this offer only if it fixes the problemI have been well aware how the shield operated from day one but it was faultyI would have thought they would have installed a new Shield to test properly before returning the helmetHowever if they wish to send me a shield I will install it and test in the real worldIf however it still does not work correctly then I would like in writing that it can be sent back fixed and tested properly or I would like a refund for the helmet if it is faulty and therefore dangerous to use Regards, [redacted]

July 13, 2016Dear ** ***:This letter is in response to claim ID #***.Attached is our corresponding documentation with regard to our customer *** *** and his Arai helmet that he has experienced an issue with.It was our intention to inspect *** ***'s helmet and to return it to him
complete, even with the parts that he ripped off a threw away, per the two attached e-mails dated June 17, 2016.However, his helmet arrived at our office at a time that neither Kathy (the first contact he had with us) or were inThe accompanying paperwork that arrived with the helmet did not container either Kathy's or my offer to replace the missing parts, and as a result the technician followed our procedures for incoming product that shows signs of customer damage - which is to offer to fix the problem and charge for the partsTo my knowledge, after speaking with the technician, *** *** did not explain that both Kathy and I promised him the new shield at no charge, and did not offer to send copies of the two e-mails as proofThe helmet was returned to *** *** before my return to the office and therefor I was completely unaware of the situation until receiving the Revdex.com Claim.We are still willing to provide *** *** with a new and complete shield, with the external lens as originally offered in the accompanying e-mails, as we believe the original lens may have either had a problem (which we cannot determine due to it being gone) or it was not being operated properlyEven though it may have been operator error, we feel compelled to replace the shield as a good faith gesture.With regard to *** *** claims that the design is flawed, Arai has thousands of these shields in markets around the world and this is the first claim of this type that have receivedTherefore, I believe a new shield and full understanding of its proper operation will resolve the issue.Best regards,Brian W. Managing Director

I will accept this offer only if it fixes the problem. I have been well aware how the shield operated from day one but it was faulty. I would have thought they would have installed a new Shield to test properly before returning the helmet. However if they wish to send me a shield I will install it and test in the real world. If however it still does not work correctly then I would like in writing that it can be sent back fixed and tested properly or I would like a refund for the helmet if it is faulty and therefore dangerous to use.
Regards,
[redacted]