Creative Tunings, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Though MrE*** may believe that he’s presented matters accurately, the reality is that he has mischaracterized our interactionContrary to what the merchant asserts, I have not refused efforts on his part to help. Rather, the “help” that was offered wasn’t needed as it was based upon the faulty assumption that the problems I experienced were my fault. I didn’t need someone to show me how to attach the device via video conference, or to explain it during a phone call. The two significant problems I experienced were not the result my having misused the deviceI quote below MrE***’s initial response to my original email expressing dissatisfaction with his product, and you will notice that his offer to “help” is based upon the assumption that I must not have attached the device correctly:
Begin Quote
“** * * *** *** *** *** *** ** *** *** ** ** * *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** * *** *** *** * *** *** *** *** *** *** * *** *** *** ** *** *** * *** ** *** * *** *** * *** ** *** *** ** *** *** ** ** ** *** * *** *** *** *** *** ** ** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** ** *** *** *** ***
*** *** ** *** ** *** ** ** ***
*** ***
***
*** ***
Notice that with his very first sentence, *** *** suggests that the fault is mine. As he puts it “I can’t imagine what YOU did” (emphasis mine) followed three sentences later by “*** *** *** ** ** *** *** *** ** *** *** *** *** *** *** *** ***”
The specific help he offered was shaped by the faulty assumption that I must not have attached the device correctly. His assumption is incorrect, and so the specific help he offered simply wasn’t applicable. The instructions that came with the device are very clear, and I had no problem following them. To borrow the overused phrase, ‘this isn’t rocket science’.
As for the request for a picture, I addressed that with *** *** already, and in my original complaint filed with the Revdex.com. To reiterate yet again, I was not able to capture the damage with my cell phone. The damage is minimal, and it appears on dark rosewood, so it’s not showing up on a cell phone picture. I’ve tried, but I’m not a photographer, and I’m not aware of a means of capturing the damage using my cell phone. To get a picture that can capture this damage, I’d have to take the guitar to a professional photographer. Assuming I’d even be able to find a professional who would be willing to take the sort of picture required, I’m sure the cost would be significant for such specialty work, and may end up being more than the cost of the capo!
*** *** is simply mistaken if he really believes that all types of damage to an instrument can be captured by a cell phone picture. To repeat what I've stated previously, anyone who sells or buys on Ebay knows that pictures don't capture everything.
If the Revdex.com would like to make an appointment to have a local Revdex.com officer come to my home, I’ll gladly show the damage to the Revdex.com officer. It is minimal, as I’ve said, but it’s there, and were I to continue using the Spider Capo I fear that the damage would eventually be more serious*** *** says that the product is guaranteed, yet he refuses to honor that guarantee. This is not a question of my “happiness”, as he put it; it’s a question of what a customer has a right to expect of a product and what failures constitute grounds for a refund. There are positive things that a capo is expected to do, and there are negative things that a capo is expected NOT to do. On the positive side, a capo must press the applicable strings of a guitar against the chosen fret, and the Spider Capo does this. However, it goes without saying that a capo must not do unacceptable negative things, like damage the instrument
Moreover, *** *** continues to ignore the fact that the damage to my instrument is not the only thing that makes the Spider Capo unsuitable for my use. The fact is that I had already determined that the Spider Capo was not going to work for me before I even noticed the damage to my instrument. To reiterate, I attached the device and while playing the instrument I noticed that there was significant over-ring, i.ea ringing sound that was too pronounced. I decided that I would have to return the capo, and so I removed it from the instrument, and then I noticed the damage to my guitar’s neck.
Frankly, this stubborn resistance to provide a warranted refund is so unusual in my experience that it has me wondering whether *** *** may be the inventor himself, or one of them. Is he allowing his pride in his invention to keep him from facing the possibility that his invention may have some bugs to be ironed out? We all have things in life about which we have a right to be proud, and this is a good thing. However, there is another sort of pride, which has been described as that ‘which goeth before a fall’, and this isn’t good for anyone.
*** *** needs to learn that the ‘blame-the-customer’ approach doesn’t work, and is certainly inappropriate here. He should do the right thing by providing me with the refund I deserve, and then I would suggest that he consider looking into product improvement measures. Perhaps if the part of the capo that clamps tight against the sides of the guitar were a little wider, then the pressure would be disbursed over a wider surface area, which may eliminate this problem. I would also suggest that he consider re-doing the instructions that come with the device, part of which says:
Quote
“*** *** *** ** *** *** *** *** *** *** *** ** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** ***.)”
End Quote
In light of my experience, it appears that you actually CAN over tighten. Following the products instructions as quoted above resulted in minor damage to my instrument, and I believe that Creative Tunings should respond honorably by refunding the purchase price
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The merchant is merely repeating the same talking points that I've already addressed in my original complaint, and in my follcomments, and he continues to mis-characterize our interaction as though he simply isn't reading or comprehending my responses. It is ironic to see the merchant claim that I'm being stubborn, because his stubborn refusal to do the right thing and provide the refund I deserve as a customer whose property has been damaged buy his invention is actually quite breathtaking. I'm nearly years old, and I have never seen anything like this in my life as a consumer. While I have often been impressed by how some merchants will go above and beyond to ensure that a customer IS satisfied, this is the first time a merchant seems equally determined to ensure that a customer is NOT satisfied If I had invented, say, a device to help support a guitar in a player's lap while the player performs (such devices exist), and sold it to someone who subsequently used it and suffered damage to his precious instrument because the pads that secure the devise to the guitar caused blemish marks, I would be apologetic, as would any honorable person. My simple sense of human decency would not only compel me to apologize repeatedly, even profusely, and I'd mean it from the heart, but I would refund the person's money and offer to compensate the person for the damageMoreover, the person would justified in anticipating a refund and compensation from me.In light of the response from Creative Tunings I can't see that I have any choice but to conclude that they are not determined to show that they value their customers; they are not determined to show that they respect their customers' property; they do, however, seem quite determined to keep this customer's money from slipping from their fingers, no matter what. Whether consciously or otherwise, this seems to be the message that Creative Tunings would prefer to send to me, to the Revdex.com, and, since this exchange will be made public, even to the entire world. Surprisingly, it seems to me that Creative Tunings doesn't even value the very product they sell: The Spider Capo. Why do I say this? Because if *** *** at Creative Tunings really believes that I'm either lying about the damage to my instrument, or that any damage that I have suffered is the result of my supposed inability to figure out how to attach the device properly, then he could let me return the device so that he could keep it in stock until the next eight-string player orders a capo from him. Since I'm only asking him to refund the purchase price, not the shipping costs, I don't think Creating Tunings would ultimately suffer any monitory loss at all. There are plenty of eight-string guitar players out there, especially now that Ibanez is mass producing a nice one with a solid top for a very reasonable price (this is the model I own). I've asked *** *** to let me return this capo to him for a refund, and his response is not unlike what one might expect if I had asked him to grasp a disease infected needle without wearing protective gloves! We all face defining moments in life, and how we respond reveals and shapes our character. *** *** at Creative Tunings is now facing such a moment. If he chooses to do the right thing and provide me with the refund I deserve, I'll return the Spider Capo to him and walk away a satisfied customer. If he chooses instead to stubbornly remain on his current course, then I'll have lost monetarily, yes, but he'll have lost something far more important than money: He'll have lost an opportunity to behave honorably by doing the right thing, and thereby showing us all that Creative Tunings is a Corporation with character. In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Though MrE*** may believe that he’s presented matters accurately, the reality is that he has mischaracterized our interaction.Contrary to what the merchant asserts, I have not refused efforts on his part to help. Rather, the “help” that was offered wasn’t needed as it was based upon the faulty assumption that the problems I experienced were my fault. I didn’t need someone to show me how to attach the device via video conference, or to explain it during a phone call. The two significant problems I experienced were not the result my having misused the device.I quote below MrE***’s initial response to my original email expressing dissatisfaction with his product, and you will notice that his offer to “help” is based upon the assumption that I must not have attached the device correctly:Begin Quote“** * * *** *** *** *** *** ** *** *** ** ** * *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** * *** *** *** * *** *** *** *** *** *** * *** *** *** ** *** *** * *** ** *** * *** *** * *** ** *** *** ** *** *** ** ** ** *** * *** *** *** *** *** ** ** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** ** *** *** *** ***
*** *** ** *** ** *** ** ** ***
*** ***
***
*** ***Notice that with his very first sentence, *** *** suggests that the fault is mine. As he puts it “I can’t imagine what YOU did” (emphasis mine) followed three sentences later by “*** *** *** ** ** *** *** *** ** *** *** *** *** *** *** *** ***” The specific help he offered was shaped by the faulty assumption that I must not have attached the device correctly. His assumption is incorrect, and so the specific help he offered simply wasn’t applicable. The instructions that came with the device are very clear, and I had no problem following them. To borrow the overused phrase, ‘this isn’t rocket science’. As for the request for a picture, I addressed that with *** *** already, and in my original complaint filed with the Revdex.com. To reiterate yet again, I was not able to capture the damage with my cell phone. The damage is minimal, and it appears on dark rosewood, so it’s not showing up on a cell phone picture. I’ve tried, but I’m not a photographer, and I’m not aware of a means of capturing the damage using my cell phone. To get a picture that can capture this damage, I’d have to take the guitar to a professional photographer. Assuming I’d even be able to find a professional who would be willing to take the sort of picture required, I’m sure the cost would be significant for such specialty work, and may end up being more than the cost of the capo!*** *** is simply mistaken if he really believes that all types of damage to an instrument can be captured by a cell phone picture. To repeat what I've stated previously, anyone who sells or buys on Ebay knows that pictures don't capture everything.
If the Revdex.com would like to make an appointment to have a local Revdex.com officer come to my home, I’ll gladly show the damage to the Revdex.com officer. It is minimal, as I’ve said, but it’s there, and were I to continue using the Spider Capo I fear that the damage would eventually be more serious.*** *** says that the product is guaranteed, yet he refuses to honor that guarantee. This is not a question of my “happiness”, as he put it; it’s a question of what a customer has a right to expect of a product and what failures constitute grounds for a refund. There are positive things that a capo is expected to do, and there are negative things that a capo is expected NOT to do. On the positive side, a capo must press the applicable strings of a guitar against the chosen fret, and the Spider Capo does this. However, it goes without saying that a capo must not do unacceptable negative things, like damage the instrument. Moreover, *** *** continues to ignore the fact that the damage to my instrument is not the only thing that makes the Spider Capo unsuitable for my use. The fact is that I had already determined that the Spider Capo was not going to work for me before I even noticed the damage to my instrument. To reiterate, I attached the device and while playing the instrument I noticed that there was significant over-ring, i.ea ringing sound that was too pronounced. I decided that I would have to return the capo, and so I removed it from the instrument, and then I noticed the damage to my guitar’s neck.
Frankly, this stubborn resistance to provide a warranted refund is so unusual in my experience that it has me wondering whether *** *** may be the inventor himself, or one of them. Is he allowing his pride in his invention to keep him from facing the possibility that his invention may have some bugs to be ironed out? We all have things in life about which we have a right to be proud, and this is a good thing. However, there is another sort of pride, which has been described as that ‘which goeth before a fall’, and this isn’t good for anyone.
*** *** needs to learn that the ‘blame-the-customer’ approach doesn’t work, and is certainly inappropriate here. He should do the right thing by providing me with the refund I deserve, and then I would suggest that he consider looking into product improvement measures. Perhaps if the part of the capo that clamps tight against the sides of the guitar were a little wider, then the pressure would be disbursed over a wider surface area, which may eliminate this problem. I would also suggest that he consider re-doing the instructions that come with the device, part of which says:
Quote“*** *** *** ** *** *** *** *** *** *** *** ** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** ***.)”End Quote
In light of my experience, it appears that you actually CAN over tighten. Following the products instructions as quoted above resulted in minor damage to my instrument, and I believe that Creative Tunings should respond honorably by refunding the purchase price. In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The customer purchased a one-of-a-kind custom capo designed for his guitar.He says it does not work properly and that it damaged his guitar.Our attempts to address any and all problems were rebuffed.In response to the initial complaint we offerred to:-Have a *** session, so we could see the
problem up close and find a solution.-I gave the customer a cell phone number for immediate access-look at an email picture showing damageCellphone pictures are standard practice and can show any damage.He has refused all offer of help.And has refused to show me what and where damage occurred.If we are not allowed to see the problem, we cannot assess the problem, and we cannot solve it.The item’s workmanship is guaranteed as shown in the attachment.The customers happiness is not guaranteedThere has been no complaint about the workmanship.We have customer support to help customers' problems, but this customer refuses it, so we cannot be of help.If the customer would like to come forward with an open mind, I'm sure we could fix the problem

-Our products may be returned for a full refund if it is assessed by us, as having a manufacturer defect or fault in workmanship.-Custom, one-of-a-kind, orders like this one, are not otherwise returnable.-Our customer service is open to working with all customers to achieve satisfaction with their new product.We often work with customers and learn from themWe value these interactionsMany features are based on customer feedback.In this case, there are common solutions to the complaints of the customer that have not even been presented to the customer because he stubbornly refuses customer service.All the verbal back and forth when simple solutions are available, can only lead us to conclude that the customer is only interested in complaining and has no interest in a solutionIn summary, this customer refused to talk with our customer service, has refused computer assistance, refused *** assistance, refused to submit a picture or video, and will not show any evidence of a problem with the productConsequently, we cannot help this customer

The customer purchased a one-of-a-kind custom capo designed for his guitar.He says it does not work properly and that it damaged his guitar.Our attempts to address any and all problems were rebuffed.In response to the initial complaint we offerred to:-Have a [redacted] session, so...

we could see the problem up close and find a solution.-I gave the customer a cell phone number for immediate access-look at an email picture showing damage. Cellphone pictures are standard practice and can show any damage.He has refused all offer of help.And has refused to show me what and where damage occurred.If we are not allowed to see the problem, we cannot assess the problem, and we cannot solve it.The item’s workmanship is guaranteed as shown in the attachment.The customers happiness is not guaranteed. There has been no complaint about the workmanship.We have customer support to help customers' problems, but this customer refuses it, so we cannot be of help.If the customer would like to come forward with an open mind, I'm sure we could fix the problem.

-Our products may be returned for a full refund if it is assessed by us, as having a manufacturer defect or fault in workmanship.
-Custom, one-of-a-kind, orders like this one, are not otherwise returnable.
-Our customer service is open to working with all customers to achieve satisfaction with their new product.We often work with customers and learn from them. We value these interactions. Many features are based on customer feedback.In this  case, there are common solutions to the complaints of the customer that have not even been presented to the customer because he stubbornly refuses customer service.All the verbal back and forth when simple solutions are available, can only lead us to conclude that the customer is only interested in complaining and  has no interest in a solution. In summary, this customer refused to talk with our customer service, has refused computer assistance, refused [redacted] assistance, refused to submit a picture or video, and will not show any evidence of a problem with the product. Consequently, we cannot help this customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The merchant is merely repeating the same talking points that I've already addressed in my original complaint, and in my follow-up comments, and he continues to mis-characterize our interaction as though he simply isn't reading or comprehending my responses.  It is ironic to see the merchant claim that I'm being stubborn, because his stubborn refusal to do the right thing and provide the refund I deserve as a customer whose property has been damaged buy his invention is actually quite breathtaking.  I'm nearly 55 years old, and I have never seen anything like this in my life as a consumer.  While I have often been impressed by how some merchants will go above and beyond to ensure that a customer IS satisfied, this is the first time a merchant seems equally determined to ensure that a customer is NOT satisfied.     
If I had invented, say, a device to help support a guitar in a player's lap while the player performs (such devices exist), and sold it to someone who subsequently used it and suffered damage to his precious instrument because the pads that secure the devise to the guitar caused blemish marks, I would be apologetic, as would any honorable person.  My simple sense of human decency would not only compel me to apologize repeatedly, even profusely, and I'd mean it from the heart, but I would refund the person's money and offer to compensate the person for the damage. Moreover, the person would justified in anticipating a refund and compensation from me.
In light of the response from Creative Tunings I can't see that I have any choice but to conclude that they are not determined to show that they value their customers; they are not determined to show that they respect their customers' property; they do, however, seem quite determined to keep this customer's money from slipping from their fingers, no matter what.  Whether consciously or otherwise, this seems to be the message that Creative Tunings would prefer to send to me, to the Revdex.com, and, since this exchange will be made public, even to the entire world.     
Surprisingly, it seems to me that Creative Tunings doesn't even value the very product they sell: The Spider Capo.  Why do I say this?  Because if [redacted] at Creative Tunings really believes that I'm either lying about the damage to my instrument, or that any damage that I have suffered is the result of my supposed inability to figure out how to attach the device properly, then he could let me return the device so that he could keep it in stock until the next eight-string player orders a capo from him.  Since I'm only asking him to refund the purchase price, not the shipping costs, I don't think Creating Tunings would ultimately suffer any monitory loss at all.  There are plenty of eight-string guitar players out there, especially now that Ibanez is mass producing a nice one with a solid top for a very reasonable price (this is the model I own).  I've asked [redacted] to let me return this capo to him for a refund, and his response is not unlike what one might expect if I had asked him to grasp a disease infected needle without wearing protective gloves!   
We all face defining moments in life, and how we respond reveals and shapes our character.  [redacted] at Creative Tunings is now facing such a moment.  If he chooses to do the right thing and provide me with the refund I deserve, I'll return the Spider Capo to him and walk away a satisfied customer.  If he chooses instead to stubbornly remain on his current course, then I'll have lost monetarily, yes, but he'll have lost something far more important than money:  He'll have lost an opportunity to behave honorably by doing the right thing, and thereby showing us all that Creative Tunings is a Corporation with character.    
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]