Converters, Incorporated

For over years, Converters, Inchas been servicing large corporations as well as Small stacompanies for all their industrial and medical tape and adhesive needsWe have always given our customers our best service and products, regardless of the size of the company placing the
order.In response to *** *** *** complaint to your organization, I would like to submit the following rebuttal:In regard to *** *** request to meet with the design engineerAs we are asmall, women-owned, family business; it is our practice to send samples that our design engineer recommends to customers that are not sure which tape product will work for themIn 99.9% of most cases, we do not need to meet with the Customer,Our engineer designed a drawing for *** ***, free of chargeTypically, these drawing can run anywhere from $and up, depending on the complexity of the part*** *** was advised by our engineer that a silicone adhesive is very difficult towork with when it is converted to such a minuscule part (472" x .236"),
We supplied *** *** with multiple samples and he signed our “Sample forApproval" letterAfter *** *** complained about losing some of the parts, because they weresticking to the liner, we sand ran his order several times*** *** originally ordered 11,pcsIn total we supplied him with an additional 20,pcs.at NO ADDITIONAL CHARGE*** *** was very difficult to work withAs you can see by the encloseddocumentation, he was never satisfied with our services or the product supplied, yet he placed the order instead of going to another converter.Aside from the product, drawing and samples that we supplied to him, an enormous amount of time, both in production and customer service was spent on *** ***,The $1,refund that he is suggesting that we owe him, is ludicrousConverters, Incinvested well over that amount in time, effort and productHe should have been charged well over $2,for all of the parts that we supplied to him, *** *** was only charged for 11,pcsat $38.60/M for a total of $which included tax, shipping and handling.If you have any questions, please feel free to contact me at the above listed number or email: llamesoconveters.com
Sincerely,
Linda J***
Corporate Sécretary
CONVERTERS, INC

[redacted]
Dear [redacted] 
Please find attached my rebuttal letter in response to Converters' letter. 
Regards,[redacted]
Tel: ###-###-####
Dear [redacted]
The bottom line is, Converters did not provide me with a product that met my need. I can prove it based on the samples they provided. They refused to meet with or even talk to me on the phone about my application before I had to accept their condition, I have emails over several months that proves that. Also, there was no quality control involved so all testing was completely on me to perform.
1. Customer focus: The reason I wanted to discuss my project with an engineer from the beginningwas that I understood bonding silicone to silicone was a challenge, which the engineer also admitted (see rebuttal letter from Converters). I had also done my homework before I contacted Converters by talking to a ** technical person who advised me to use the [redacted] double sided tape which I later found works very well when applied correctly. Converters claims that 99.9% of cases they “do not need to meet with the customer”, I represent the 0.1% of customers (which is one out of thousand) where a face to face meeting with the customer could have made all the difference. I work for a company where talking to the customer and sub-contractors up front and during the manufacturing process to fully understand their need is absolutely crucial. I am flabbergasted to hear Converters “do not need to meet with the customer”. Is the statement that Converters is “a small, women-owned, family business” an excuse for not talking to the customer? As a contrast, the other companies I have dealt with, after I had to give up on Converters, were all very helpful in trying to understand my particular challenge and to give me advice.
2. Quality Control: QC was non-existent for my product. When the engineer finally understoodthere was a problem and agreed to meet with me, he immediately admitted there indeed was a problem after testing a few samples (some of them left the adhesive on the bottom liner). Even the second time after he changed the bottom liner, he could not have tested it before he sent it to me for testing, because it still did not meet my need. After the second meeting with the engineer he stopped trying to solve my problem. The problem was that 20-40% of the products would have failed if I had sent them to my customers. Converters can hide behind the fact that Isigned approval letters, or that they gave me a fair price (which they did), but the fact is that I never received a product that met my particular need.
3. I cannot see from the attachment in Converter’s rebuttal letter that I was difficult to work with. All I did was to point out the fact in a courteous manner. I spoke to Stephanie S[redacted] multiple times on the phone and made sure I did not “kill the messenger” when I tried to get answers from the engineer. I believe she would be honest and agree to that. I challenge Converters to point to any emails to Stephanie where I was “difficult to work with”, you can look it all up on your email list.I therefore stand behind my original claim to be refunded.
[redacted]