Draper Manufacturing, LLC

Please provide a shipping cost for the replacement screen

While we attempt to be responsive to all customer complaints, we do not agree with Mr [redacted] regarding the reason for this problemMr [redacted] states, and I am sure sincerely believes, that the damaged viewing surface of this projection screen is due to a manufacturing error, and he has submitted a photograph in support of his positionThis photograph is identified as "Nocturne S0142317." Our projection screen surface hems are heat seamed (welded)Quite infrequently if a heat seamer gets out of adjustment we may produce a weld that later separates, typically cleanly and along all or most of the weldThe second photograph, identified as "Factory defective her!" failure," shows that condition Please note that the lower left corner of the surface which is the basis of this complaint has been ripped, causing the PVC surface to delaminate from the base textileBased upon our years of experience making projection screens we believe this is the result of either high wind or blunt force impact by a foreign object [redacted] of our Customer Service Department has offered Mr [redacted] a deeply discounted price for a replacement surface, complete with roller and motorIn the interest of resolving this problem we would like to offer a replacement surface only at no charge, with instructions for exchanging the surface on the existing rollerWe would ask that Mr [redacted] or his customer pay the freight charges, and will be glad to provide a freight quotation if he desires We regard this as an equitable offer and hope Mr [redacted] will concur Cordially yours, [redacted]

Your letter indicates that Mr*** has requested that we provide the shipping cost for the replacement screen We provided this information to Mr*** on June in our quotation ***, a copy of which is attached We were uncertain of the meaning of his latest communication to us dated June and requested a clarification, but have not heard from him since The email string below documents this communication
We look forward to receiving Mr***'s clarification in order to resolve this matter
Sincerely yours,
*** ***

Please provide a shipping cost for the replacement screen.

While we attempt to be responsive to all
customer...

complaints, we do not agree with Mr. [redacted] regarding the reason for this
problem. Mr. [redacted] states, and I am sure sincerely believes, that the damaged
viewing surface of this projection screen is due to a manufacturing error, and
he has submitted a photograph in support of his position. This photograph is
identified as "Nocturne S0142317."
Our projection screen surface hems are heat seamed (welded). Quite
infrequently if a heat seamer gets out of adjustment we may produce a weld that
later separates, typically cleanly and along all or most of the weld. The
second photograph, identified as "Factory defective her!"
failure," shows that condition.
Please note that the lower left corner of the
surface which is the basis of this complaint has been ripped, causing the PVC
surface to delaminate from the base textile. Based upon our 57 years of
experience making projection screens we believe this is the result of either
high wind or blunt force impact by a foreign object.
[redacted] of our Customer Service
Department has offered Mr. [redacted] a deeply discounted price for a replacement
surface, complete with roller and motor. In the interest of resolving this
problem we would like to offer a replacement surface only at no charge, with
instructions for exchanging the surface on the existing roller. We would ask
that Mr. [redacted] or his customer pay the freight charges, and will be glad to
provide a freight quotation if he desires.
We regard this as an equitable offer and
hope Mr. [redacted] will concur.
Cordially yours,
[redacted]