Arctic Foam

On October 20, we sold [redacted] at [redacted] a 20ft container of surfboard foam containing roughly pieces as we have done prior for the last 2-yearsWe were advised by the customer that some of the foam (roughly pieces) was faulty and had issues of shrinking after the boards were shaped and glassedThis happened months after the customer receiving the containerThe customer sent us pictures from his customersWe analyzed the pictures and discovered there were probably some bad blanks in his orderWe know this was an isolated issue because we ship our product to over customers worldwide and this was the only problem we were having at that timeWe contacted the customer and accepted full responsibilityWe also contacted every customer who purchased the foam and explained the situation and made restitution either through sending them free blanks or wiring them directly monies to cover any replacement costs on faulty surfboardsOur company President, [redacted] traveled to Costa Rica on April 27, to meet with [redacted] and personally inspected the product and to instill confidence in [redacted] that we stood behind our product and customers [redacted] had been out of the country in Venezuala for some time so he advised that we should meet with his girlfriendWhile [redacted] was there he also met with some of [redacted] 's customers that have had issues with the productThey were appreciative of the visit and totally understood the situation [redacted] then had a chance encounter with [redacted] 's main competition, [redacted] The owner [redacted] mentioned that his intentions were to take over the Costa Rican market by offering better pricing and serviceThis was alarming to us since [redacted] had been out of the country for quite some and not properly servicing the area.In the end we decided the best way to solve this situation and take care of our customer was to return and replace the balance of his entire inventory with us covering all costs associated including freight, duty, and clearing for both ways of the shipmentWhich we didAfter the customer received the replacement container he advised the brand image was ruined and customers did not want the productHe also advised the surfboard foam we sent was also faulty and that this has affected his businessWe feel that we have gone out of our way to satisfy the customer and its has cost us over $30,We do not feel we are entirely to blame for the customer's loss of business reason being we do know first hand the customer's business was affected because he was out of the country and away from his business for a very long period Thank you

On October 20, 2014 we sold [redacted] at [redacted] a 20ft container of surfboard foam containing roughly 350 pieces as we have done prior for the last 2-3 years. We were advised by the customer that some of the foam (roughly 20 pieces) was faulty and had issues of shrinking after the...

boards were shaped and glassed. This happened 12 months after the customer receiving the container. The customer sent us pictures from his customers. We analyzed the pictures and discovered there were probably some bad blanks in his order. We know this was an isolated issue because we ship our product to over 50 customers worldwide and this was the only problem we were having at that time. We contacted the customer and accepted full responsibility. We also contacted every customer who purchased the foam and explained the situation and made restitution either through sending them free blanks or wiring them directly monies to cover any replacement costs on faulty surfboards. Our company President, [redacted] traveled to Costa Rica on April 27, 2015 to meet with [redacted] and personally inspected the product and to instill confidence in [redacted] that we stood behind our product and customers. [redacted] had been out of the country in Venezuala for some time so he advised that we should meet with his girlfriend. While [redacted] was there he also met with some of [redacted]'s customers that have had issues with the product. They were appreciative of the visit and totally understood the situation. [redacted] then had a chance encounter with [redacted]'s main competition, [redacted]. The owner [redacted] mentioned that his intentions were to take over the Costa Rican market by offering better pricing and service. This was alarming to us since [redacted] had been out of the country for quite some and not properly servicing the area.In the end we decided the best way to solve this situation and take care of our customer was to return and replace the balance of his entire inventory with us covering all costs associated including freight, duty, and clearing for both ways of the shipment. Which we did. After the customer received the replacement container he advised the brand image was ruined and customers did not want the product. He also advised the surfboard foam we sent was also faulty and that this has affected his business. We feel that we have gone out of our way to satisfy the customer and its has cost us over $30,000. We do not feel we are entirely to blame for the customer's loss of business reason being we do know first hand the customer's business was affected because he was out of the country and away from his business for a very long period.   Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I will response in
order to each paragaraf of the bussines answerParagraph 1 This is a big  lie the blanks start to shrink immediately
after arrival, I have so many mails, pictures inclusive chats with my customers
 as a proof , I was  informing this people about the situation
since first case , they decide to do something after a long period of time waiting,
about 8 months later. Every one of my customers as so  many people involved in the surf industry in
Costa Rica, Panama and Nicaragua know exactly how the product decline in their
quality and how this problem has affected not only me as a distributor but also
all surfboards manufacturers, it’s not an isolated problem at least not in this
country, another distributor in Costa Rica Also have same problem with the  product, I made public two videos on youtube[redacted] where you can
see how bad the surfboard shrank and another with the blanks itself including two
or three  of those warranty replacement
blanks that are also returned and are on my inventory nowParagraph 2This is totally irresponsible and disrespectful since I have wrote them so many mails explaining the situation and was waiting  so  long for them  in order to take care of the case (8 months) , sadly at the time [redacted] came I was out of the country due to a parent dead and due to  other business I also  have to attend in that country, but this does not mean that my business was not well served, Whom  they refer to  as my girlfriend is [redacted], the mother of my son and and with whom I opened this business since we arrived to this country nine years ago, This type of commentary is so out of context that what it can only demonstrate is the high degree of irresponsibility that these people have to evade this situation, During all my career 30 years have emerged competitors, that is totally normal, we consider having enough experience to deal with anyone, as it is also completely understandable that people do not want to buy a product of questionable quality which is consider the main problem!!Paragraph 3Again it is important to emphasize how irresponsible these people are when they make these kind of comments, my business has never been ignored since we totally depend on it to cover our responsibilities in this country and it seems that this is exactly the point of  what they DO NOT WANT TO UNDERSTAND , They came here out of time at  late time and despite everything were very well attended by [redacted] who  was totally in charge of the business at  that moment, they fulfilled in full with their agenda and I even talked personally via skype with [redacted] during his visit, it is not possible to pretend to disqualify a person without arguments or To wash their hands, no more to evade their responsibilities, I consider that this has been the worst investment I have made during my entire career (30 years), I need a solution to the problem, I want them to withdraw their product from second container which still have the same bad quality problems, they can  do whatever they want with it, But please return the inversion , there is already enormous  waste of time  and money that has been lost for the poor quality of their product, without taking into account the worries, stress and tear caused to each of my clients and to myself.
Regards,
[redacted]