Colorado Case Company

On July I contacted the customer via direct email and agreed to either modify or remake the case, whichever is most expedientI will need the customer to return the case to meI will need a tracing of the pillar side of the instrument ( the area that does not fit correctly), measurements of the pillar and one or two photos of the instrument emailed to [redacted] I have not had a response from the customer

This issue is being resolved directly with the customer

Revdex.com:This issue remains open with me until I receive a well-fitting custom case as originally ordered on April 7th I understand that my acceptance of Colorado Case Company's most recent response apparently closes this file, and I also understand that if the company does not send an acceptable replacement case in a timely manner, that I have the option of opening yet a third complaint with the Revdex.com about this company's handling of my order.I have emailed the company directly, including substantially the following text:"The case originally delivered, with a tracing of the pillar enclosed, is now on its way back to Colorado Case via FedEx It is expected to arrive there Tuesday by 4:pm, and the tracking number is [edited for anonymity] I have made notes on the tracing including the information you requested via the Revdex.com but did not ask for in your direct correspondence to me (actual dimensions of the pillar, in addition to the tracing) Three photos of the instrument, which you also requested only via your Revdex.com communication, are attached to this message Obviously I would prefer that this Revdex.com file remain open until after I have actually received a well-fitting custom case in a timely manner, as my level of trust in Colorado Case Company remains low That said, I am acting in good faith by accepting the company's response It is my sincere hope that the modified/remade case will be satisfactory, and that there will be no need to open a third complaint with the Revdex.com about this order I am including the body of this email in my response to the Revdex.com." Regards, [redacted]

On July I contacted the customer via direct email and agreed to either modify or remake the case, whichever is most expedientI will need the customer to return the case to meI will need a tracing of the pillar side of the instrument ( the area that does not fit correctly), measurements of the pillar and one or two photos of the instrument emailed to ***.
I have not had a response from the customer

Below is the response letter I have sent to the customerI have reviewed her files and it appears that there is a history of dissatisfactionIn light of this I will accept the loss and offer the customer a refund of the price of the custom case ($409.95)I will no longer do business with this
customer.***,
I am very sorry that you are dissatisfied with the fit of your custom harp soft caseYou are correct that we do not have the pillar side of the harp traced, that dimension is gathered from measurements taken from other parts of the tracingsI have included our harp tracing form with this email to highlight that this was not an oversight, but that this is our standardThis is how our soft cases have been made since This is the first time this complaint has ever been lodgedI understand that you are frustrated with your order I do not like having unhappy customers either and we try very hard to make sure that all of our customers are 100% satisfiedI’m afraid we have failed on our end of meeting this goal Sometimes things do not work out the ways we would likePlease return the case to me and I will issue you a refund for the price of the caseThis is in no way an acknowledgement of any error on our endI would be fully within my rights to offer you no compensation for the harp caseSincerely,
Chuck G***
Customer Service Team
Colorado Case Company
*** *** *** *** *** **
*** *** ** ***
***
*** ***

Revdex.com:
This issue remains open with me until I receive a well-fitting custom case as originally ordered on April 7th. I understand that my acceptance of Colorado Case Company's most recent response apparently closes this file, and I also understand that if the company does not send an acceptable replacement case in a timely manner, that I have the option of opening yet a third complaint with the Revdex.com about this company's handling of my orderI have emailed the company directly, including substantially the following text:
"The case originally delivered, with a tracing of the pillar enclosed, is now on its way back to Colorado Case via FedEx. It is expected to arrive there Tuesday by 4:pm, and the tracking number is [edited for anonymity]. I have made notes on the tracing including the information you requested via the Revdex.com but did not ask for in your direct correspondence to me (actual dimensions of the pillar, in addition to the tracing). Three photos of the instrument, which you also requested only via your Revdex.com communication, are attached to this message. Obviously I would prefer that this Revdex.com file remain open until after I have actually received a well-fitting custom case in a timely manner, as my level of trust in Colorado Case Company remains low. That said, I am acting in good faith by accepting the company's response. It is my sincere hope that the modified/remade case will be satisfactory, and that there will be no need to open a third complaint with the Revdex.com about this order. I am including the body of this email in my response to the Revdex.com."
Regards,
*** ***

Below is the response letter I have sent to the customerI have reviewed her files and it appears that there is a history of dissatisfactionIn light of this I will accept the loss and offer the customer a refund of the price of the custom case ($409.95)I will no longer do business with this
customer.***,I am very sorry that you are dissatisfied with the fit of your custom harp soft caseYou are correct that we do not have the pillar side of the harp traced, that dimension is gathered from measurements taken from other parts of the tracingsI have included our harp tracing form with this email to highlight that this was not an oversight, but that this is our standardThis is how our soft cases have been made since This is the first time this complaint has ever been lodged.I understand that you are frustrated with your order I do not like having unhappy customers either and we try very hard to make sure that all of our customers are 100% satisfiedI’m afraid we have failed on our end of meeting this goal Sometimes things do not work out the ways we would like.Please return the case to me and I will issue you a refund for the price of the caseThis is in no way an acknowledgement of any error on our endI would be fully within my rights to offer you no compensation for the harp case.Sincerely,Chuck G***Customer Service TeamColorado Case Company*** *** *** *** *** **
*** *** ** ***
***
*** ***

Revdex.com:
I have reviewed the response made by the business, as well as the response which the business made to me directly, and it is my considered opinion that the company and I will be able to resolve the situation in a
satisfactory mannerThank you, Revdex.com, for your assistance
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:The company is attempting to blame me for the problem with this custom case by characterizing inquiries about my order as "a history of dissatisfaction" and saying they will do no further business with me.  Is it "dissatisfaction" to inquire when a time-sensitive custom order is two weeks past ship date, with no communication from the company?  Is it "dissatisfaction" to follow the company's own policies and directions about communicating with them about a fit problem with a custom case?My communications with the company have been businesslike and cordial.  The company has systematically ignored me, until the point where I have involved the Revdex.com.  That this has happened twice about the same order is not my problem.As I have told the company multiple times, the case is beautifully made and fits well in every dimension except one.  It is outrageous to me that they would prefer to "take the loss" rather than make a relatively simple alteration so this custom case will fit my harp.  I have difficulty believing the company would prefer to refund $409 AND alienate a longtime repeat customer who has been entirely happy with his previous dealings with the company.  Honestly, I want no trouble -- I just want a custom case to fit properly.
Regards,
[redacted]

This issue is being resolved directly with the customer.

Revdex.com:
I have reviewed the response made by the business, as well as the response which the business made to me directly, and it is my considered opinion that the company and I will be able to resolve the...

situation in a satisfactory manner. Thank you, Revdex.com, for your assistance.
Regards,
[redacted]

On July 11 I contacted the customer via direct email and  agreed to either modify or remake the case, whichever is most expedient. I will need the customer to return the case to me. I will need a tracing of the pillar side of the instrument ( the area that does not fit correctly), measurements of the pillar and one or two photos of the instrument emailed to [redacted]. I have not had a response from the customer.

Revdex.com:This issue remains open with me until I receive a well-fitting custom case as originally ordered on April 7th.  I understand that my acceptance of Colorado Case Company's most recent response apparently closes this file, and I also understand that if the company does not send an acceptable replacement case in a timely manner, that I have the option of opening yet a third complaint with the Revdex.com about this company's handling of my order.I have emailed the company directly, including substantially the following text:"The case originally delivered, with a tracing of the pillar enclosed, is now on its way back to Colorado Case via FedEx.  It is expected to arrive there Tuesday by 4:30 pm, and the tracking number is [edited for anonymity].      I have made notes on the tracing including the information you requested via the Revdex.com but did not ask for in your direct correspondence to me (actual dimensions of the pillar, in addition to the tracing).  Three photos of the instrument, which you also requested only via your Revdex.com communication, are attached to this message.      Obviously I would prefer that this Revdex.com file remain open until after I have actually received a well-fitting custom case in a timely manner, as my level of trust in Colorado Case Company remains low.  That said, I am acting in good faith by accepting the company's response.  It is my sincere hope that the modified/remade case will be satisfactory, and that there will be no need to open a third complaint with the Revdex.com about this order.      I am including the body of this email in my response to the Revdex.com."
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The company is attempting to blame me for the problem with this custom case by characterizing inquiries about my order as "a history of dissatisfaction" and saying they will do no further business with me. 
Is it "dissatisfaction" to inquire when a time-sensitive custom order is two weeks past ship date, with no communication from the company?  Is it "dissatisfaction" to follow the company's own policies and directions about communicating with them about a fit problem with a custom case?
My communications with the company have been businesslike and cordial.  The company has systematically ignored me, until the point where I have involved the Revdex.com.  That this has happened twice about the same order is not my problem.
As I have told the company multiple times, the case is beautifully made and fits well in every dimension except one.  It is outrageous to me that they would prefer to "take the loss" rather than make a relatively simple alteration so this custom case will fit my harp.  I have difficulty believing the company would prefer to refund $409 AND alienate a longtime repeat customer who has been entirely happy with his previous dealings with the company.  Honestly, I want no trouble -- I just want a custom case to fit properly.
Regards,
[redacted]

I travelled from Ireland to LA in order to pick up my flight case and new harp. CCC told me that they had the dimensions of the harp from the harp manufacturer and so I didn't need to send a tracing. They even verified the dimensions over email, referring to the dimensions given by the harp manufacturer on their website! CCC then made the case to a different tracing, a different harp by the same company, and sent that. Consequently I had to leave both the harp and case in the US adding considerable expense. Despite the fact that I sent photos and the emails of what their own representatives had said and verified, they denied any fault and sent me a threatening letter saying that I owed them money for "storing" the case that they wrongly built, as well as return shipping to them. They also included that unless I agreed to their threatening terms they would be destroying the case. They have refused point blank to write back to me after that and so I've been forced into additional action. However, in refusing to write back to me, they're also refusing to provide me with invoices for the product and shipping!!!!!
My experience with this company has been wholly negative and consequently I would not recommend the company to anyone.