I am rejecting this response because:This resolution would be acceptable if I had ordered my hood online and actually selected the color myselfAnd if the hood had not arrived bearing the marks, scratches, gouges, and paint chips that it hadThe body shop has confirmed that the marks are under the clear coatThe screens on the back of the hood were falling off and very poorly attached aswellThe front edge of the hood has had paint scraped/chipped offAnd the back off the hood was very clearly in the attached pictures badly scrapedI was only asked to send photos of the damage once, which were actually over looked completely untill I was on the phone with the managerI was never asked to send additional photographs at any timeThe order was placed over the phone, I I specifically ordered a black hoodNot tuxedo like was receivedI feel the color of the hood is not important just based on the quality it was received on it would need to be repaired even if it were the correct color I will not accept any less then the full repair amount of $615CADthis has gone on for to long and $isn't even worth the hassle I have been through on the phone with the staff of Cervinis
I received call from Jim this morning he was very courteous and answered all my questionsI appreciated the call with the update on my parts Regards, [redacted] ***
*** *** received the item that he orderedHe confirmed his paint code was UH when it is actually UD hence the paint match problemIt is the customer responsibility to provide us with the correct paint codeThe order was placed over the phone, we can only apply the information we are
providedMr*** emailed images that did not clearly illustrate the faults in the paintWe asked for better quality photos and have not received them.I will issue Mr*** $200.00USD good faith refund
I am rejecting this response because:This resolution would be acceptable if I had ordered my hood online and actually selected the color myselfAnd if the hood had not arrived bearing the marks, scratches, gouges, and paint chips that it hadThe body shop has confirmed that the marks are under the clear coatThe screens on the back of the hood were falling off and very poorly attached aswellThe front edge of the hood has had paint scraped/chipped offAnd the back off the hood was very clearly in the attached pictures badly scrapedI was only asked to send photos of the damage once, which were actually over looked completely untill I was on the phone with the managerI was never asked to send additional photographs at any time. The order was placed over the phone, I I specifically ordered a black hoodNot tuxedo like was receivedI feel the color of the hood is not important just based on the quality it was received on it would need to be repaired even if it were the correct color I will not accept any less then the full repair amount of $615CADthis has gone on for to long and $isn't even worth the hassle I have been through on the phone with the staff of Cervinis
Mr*** ordered the UH paint code over the phone as previously statedHe confirmed the paint code over the phone and also received an emailed confirmation and invoice bearing the UH paint code before receiving his orderMr *** paid for top side paint onlyHe is requesting we cover the cost to have the bottom paintedWe will not cover the additional costs to paint the underside of the hoodAlso note that the damage to the underside was not noted at the time of delivery.Our offer of a $is finalA refund has been issued to the original form of payment
As we previously discussed at length over the phoneThe only issue left unresolved is the rock chips. I have offered you two possible solutions to the problem please let me know which course of action you prefer.-Your hood sustained the damage (rock chips) after the hood was installed and the
vehicle was drivenOur limited lifetime warranty does not cover rock chipsThe Authorized BASF rep will inspect your hood and perform a lab analyst to determine if the paint is faultyIf the paint of clear coat are failing, BASF will repair and re-paint the hood at NO cost to youThis option nay take 10+ days for the process to be completedYou may package and return the hood for a full credit of the purchase price
Hi ***, it was a pleasure speaking with you this morningI apologize for the lack of communicationWe should have called you when we realized we had the incorrect email addressAs we discussed your painted items will ship on 4-7-Please accept my apologyI would also like to extend a 10%
discount off your next order for your aggravationPlease use your personal promo code ***Thank you,Jim F*
I received call from Jim this morning he was very courteous and answered all my questionsI appreciated the call with the update on my parts
Regards,
*** ***
I am rejecting this response because:This resolution would be acceptable if I had ordered my hood online and actually selected the color myselfAnd if the hood had not arrived bearing the marks, scratches, gouges, and paint chips that it hadThe body shop has confirmed that the marks are under the clear coatThe screens on the back of the hood were falling off and very poorly attached aswellThe front edge of the hood has had paint scraped/chipped offAnd the back off the hood was very clearly in the attached pictures badly scrapedI was only asked to send photos of the damage once, which were actually over looked completely untill I was on the phone with the managerI was never asked to send additional photographs at any timeThe order was placed over the phone, I I specifically ordered a black hoodNot tuxedo like was receivedI feel the color of the hood is not important just based on the quality it was received on it would need to be repaired even if it were the correct color I will not accept any less then the full repair amount of $615CADthis has gone on for to long and $isn't even worth the hassle I have been through on the phone with the staff of Cervinis
I received call from Jim this morning he was very courteous and answered all my questionsI appreciated the call with the update on my parts Regards, [redacted] ***
*** *** received the item that he orderedHe confirmed his paint code was UH when it is actually UD hence the paint match problemIt is the customer responsibility to provide us with the correct paint codeThe order was placed over the phone, we can only apply the information we are
providedMr*** emailed images that did not clearly illustrate the faults in the paintWe asked for better quality photos and have not received them.I will issue Mr*** $200.00USD good faith refund
I am rejecting this response because:This resolution would be acceptable if I had ordered my hood online and actually selected the color myselfAnd if the hood had not arrived bearing the marks, scratches, gouges, and paint chips that it hadThe body shop has confirmed that the marks are under the clear coatThe screens on the back of the hood were falling off and very poorly attached aswellThe front edge of the hood has had paint scraped/chipped offAnd the back off the hood was very clearly in the attached pictures badly scrapedI was only asked to send photos of the damage once, which were actually over looked completely untill I was on the phone with the managerI was never asked to send additional photographs at any time. The order was placed over the phone, I I specifically ordered a black hoodNot tuxedo like was receivedI feel the color of the hood is not important just based on the quality it was received on it would need to be repaired even if it were the correct color I will not accept any less then the full repair amount of $615CADthis has gone on for to long and $isn't even worth the hassle I have been through on the phone with the staff of Cervinis
Mr*** ordered the UH paint code over the phone as previously statedHe confirmed the paint code over the phone and also received an emailed confirmation and invoice bearing the UH paint code before receiving his orderMr *** paid for top side paint onlyHe is requesting we cover the cost to have the bottom paintedWe will not cover the additional costs to paint the underside of the hoodAlso note that the damage to the underside was not noted at the time of delivery.Our offer of a $is finalA refund has been issued to the original form of payment
As we previously discussed at length over the phoneThe only issue left unresolved is the rock chips. I have offered you two possible solutions to the problem please let me know which course of action you prefer.-Your hood sustained the damage (rock chips) after the hood was installed and the
vehicle was drivenOur limited lifetime warranty does not cover rock chipsThe Authorized BASF rep will inspect your hood and perform a lab analyst to determine if the paint is faultyIf the paint of clear coat are failing, BASF will repair and re-paint the hood at NO cost to youThis option nay take 10+ days for the process to be completedYou may package and return the hood for a full credit of the purchase price
Hi ***, it was a pleasure speaking with you this morningI apologize for the lack of communicationWe should have called you when we realized we had the incorrect email addressAs we discussed your painted items will ship on 4-7-Please accept my apologyI would also like to extend a 10%
*
discount off your next order for your aggravationPlease use your personal promo code ***Thank you,Jim F
I received call from Jim this morning he was very courteous and answered all my questionsI appreciated the call with the update on my parts
Regards,
*** ***