Complete Hunter's Outlet

Initial Business Response /* (1000, 16, 2015/10/08) */
We will address each of the complaints separately.
1. TenPoint's Refusal to honor warranty- TenPoint's warranty states that we guarantee our crossbows against defects in materials and workmanship. The warranty becomes void if the damage is...

due to abuse, misuse, or neglect.
Our head Warranty Technician inspected the bow and determined the damage was caused by misuse.
The following is a summary of the conversations that occurred between TenPoint and the dealer. On 8/20/15, an archery technician from the dealership called customer service for a return authorization for a Shadow UL crossbow, serial number [redacted]. The technician told the customer service representative that the "ACUDraw cord snapped while cocking the bow, the claw shot down the rail and hit the riser."
All customers and dealers are informed at the time of the initial phone call regarding a problem with a crossbow that final warranty determination is made when our warranty department receives the crossbow and conducts a physical inspection. We advised the archery technician of this when we issued the return authorization.
We received the crossbow into the warranty department's stock on 8/27/15. Our head warranty technician performed an inspection of the crossbow and determined that there was evidence of damage caused by misuse. The warranty technician observed gouges in the front of the trigger box, scrape marks on the ACUDraw cocking claw, broken ACUDraw claw cord, and gouges in the aluminum riser on the front end of the crossbows. This type of damage indicated that the ACUDraw cocking device was over cranked, which places extra stress on the mechanism and can cause the cords to break from this stress.
Our warranty technician phoned the dealer and informed them that the damage observed was caused by over cranking and that we would repair the damage for a charge. The employee became angry and asserted that the cords broke while the bow was being cocked and that the mechanism was not over cranked. Given the evidence of over cranking, our warranty technician disagreed and asserted that the device had been misused and that the we would, therefore, not cover the damage free of charge under the warranty. The employee then ended the call with our technician before we could agree on a resolution.
Our warranty technician asked our Customer Service Manager to contact the employee for a resolution.
The CSM called the dealer and informed the employee that we were trying to work toward a resolution for the crossbow repair. The CSM asked the employee to review the incident. The employee stated that the bow was being cocked for the first time and mid-way through the process the cords suddenly snapped and the claw shot forward down the flight rail and hit the riser. The CSM explained to the employee that our warranty technician inspected the bow and found gouges in the front of the trigger box, which could only have been created if the ACUDraw mechanism was overcranked. Therefore, the employee's contention that this occurred when the bow was cocked for the first time was inconsistent with the damage found on the bow.
The employee then stated that he was not present at the time of the incident but that another member of his staff was.
The employee further stated that the dealer was not going to pay for the repair, instructed our CSM to keep the bow, and threatened that he was going to file a claim with the Revdex.com.
When our CSM questioned his reasoning, the employee stated he would file the complaint regardless of whether we decided to repair the bow at no charge or not because, "you called me to argue about it."
The CSM requested payment for the repair one more time, and the employee told him to keep the crossbow. He did not want it back.
The store owner called sometime later, and told our CSM he wanted his account closed, and requested to speak to our VP of Sales.
We have photos of the damaged bow available upon request.
2. TenPoint's refusal to accept responsibility for safety issues and denial of the possibility of safety issues- TenPoint's consistent behavior is contrary to this assertion.
For example, on an unrelated matter last year TenPoint took the initiative to report a potential trigger safety issue to the Consumer Product Safety Commission within days of learning about it. We worked diligently with the Commission for 8 months, which culminated in a determination to issue a Voluntary Recall to Repair with a Self-Test option.
We contacted dealers and consumers by mail and/or email to make them aware of the issue.
We issued Self-Test Instructions with every letter and email sent to determine if their bows or inventories were subject to the potential condition.
We told dealers and customers to contact TenPoint if they were not familiar with the safe use rules in our Owner's Manuals and, therefore, did not feel comfortable conducting the self-test.
We issued pre-paid return ship labels to anyone who said their crossbow displayed the condition or felt uncomfortable conducting the self-test.
We conducted a repair on every crossbow sent to us without even testing for the condition.
We have no interest in trying to avoid our responsibility toward our product when we are the cause of a problem. The situation described by the dealer who sent you the complaint was not our fault. If it were, we would readily accept the responsibility for correcting the problem.
3. Desired Resolution-This dealer has already contacted our company and closed his account. However, we have agreed to refund the dealer for all products he will return, as he has requested in the claim.
As per our Return Policy, product returns are subject to a 20% restocking fee and must be in new condition in their original carton. Only partial credit will be issued for any crossbow package returned without the package accessories. We will provide pre-paid return shipping labels once the dealer provides us information about the product in question.

Initial Business Response /* (1000, 7, 2015/10/05) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
on 10/5/15 the customer was contacted via email to explain that the shipping charges are set by UPS and FEDEX. We do...

not determine the charges. We are not able to reimburse him for the shipping charges, however I did offer to send the customer product to help offset his cost. I asked that he contact us to discuss.
Initial Consumer Rebuttal /* (2000, 9, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)