Blind SuperStore

According to our records a refund has already been issued for this orderIs it possible this is an old message?

I have read over [redacted]'s complaint and would like to make the following observations: I first spoke with [redacted] and [redacted] when they came into our store to inquire after the possibility that their motor might be defective on their motorized blinds. [redacted] was fairly adamant that she required a service...

call, but in discussing some of the basic trouble-shooting advice it was discovered that she had a battery-operated system whose recently replaced batteries had expired after about three months rather than the year and a half enjoyed by the originals. From this information, it seemed fairly clear that the customer must have replaced the originals with the wrong type of batteries (opting for inexpensive generic ones instead of the much more expensive type required for her style of system, and for which we had quoted her a replacement cost prior to her decision to use an alternative). I provided her a quotation for a new battery pack, as well as a site charge to have an installer bring the necessary equipment to her home to re-install them, but she began claiming that this should be a part of warranty service and that it should be done free of cost. I explained why this did not make sense and that batteries will die, but she claimed we should have warned her about that at the time of the original sales consultation. I felt that was difficult for me to answer because a lot of details do get discussed at sales calls and some of that information does not get absorbed, yet alternately there are times when sales people will not be able to always get completely inside the head of a customer or will not always recall all pertinent details themselves. We have three main types of motorized options that suit different individuals for different reasons so, thinking that perhaps we could switch their battery pack to a 24 volt system, I asked how they felt about the idea of seeing a wire running down the wall to the nearest outlet. That was not met with any enthusiasm so we discussed having an electrician (since we are not licensed to run interior wires) adapt their system to be hard-wired with a wire fished inside the wall. We then returned to the idea of either selling her a new battery pack, where we once again went in circles about whether this should be a warranty issue. Finally I offered to find out the type of batteries we used in our battery wands so that she could purchase them independently elsewhere. As our source was closed on Saturday, I told her I would let her know hopefully by Wednesday of the following week. Now, contrary to what may have been understood at the time, I am not and was not taking over the company from my parents, but was in fact on site seeing to the transfer of all assets to a 3rd party at the time of our initial encounter. This means that I was on site about two days per week at the most, which becomes relevant in answering the charge of not making that phone call on the day anticipated: I had left written instructions with one of the staff to inform her of the type of battery required as I would not be in on that day, but the staff member forgot, which is certainly frustrating, but as soon as the error was noted she was called the same day with the information. Now we arrive at other matters of which I was only later apprised: [redacted] is correct that, insofar as can be recalled, she has not resorted to abusive language or particularly rude behavior, however, I have been informed that on the instance when her phone call was terminated by a staff member, she had become insistent to the point of aggravation, circling around the same idea seemingly indefinitely (namely that her warranty should not be voided and that it should be applicable to her motorization issue), in an increasingly agitated manner. Our staff provide reasonable support for clients in need, but cannot be expected to entertain hour-long conversations with no apparent possible resolution. The blinds for the Master Bedroom were custom-ordered and non-cancellable. These shades functioned as advertised, but were refused because the client had failed to consider reach as part of her main criteria when selecting them. Poles were offered, of which there are two styles, free of charge as a means of addressing the reach issue, but both types were rejected. These shades could have been converted to pull-cord or continuous-cord-loop, but the client wished for them to remain cordless. The client refused to pay for these shades so they were removed. As such, there is no credit on this client's account, but instead an unpaid balance amounting to those shades. The client was informed she would not be pursued for the unpaid amount, but at the same time she would not have warranty coverage (as very few companies cover warranties on unpaid invoices). Possible solutions: The Master Bedroom blinds could be converted to pull-cord or continuous cord-loop operation or a tassel affixed to them. The outstanding balance could then be collected and the warranty re-instated. With the balance paid, a tassel could be affixed to the blind in the Den to make the functioning of it easier Any necessary information could be provided to the client's electrician as to the conversion of the battery-operated shades to hard-wired. I am willing to present whatever is decided to the owner of the new company that purchased our assets this past fall. [redacted] [redacted]   Regards, Mark S[redacted]

According to our records a refund has already been issued for this order. Is it possible this is an old message?