Eiki International

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , but we resolved this ourselves over the phone after the initial complaint was made I don't know how to close or withdraw the complaint, but I do consider this closed Regards, [redacted] ***

Hi ***, I talked to *** myself on 4/25/He did say he saw in the shipping directions that the optional lenses need to be removed before shipping the projectorWhen I mentioned that the directions were in the owner's manual, he told me that he saw the directions on "page 17" and he was
correctThe instruction are for installing the lens and requires pushing a button to release the lens cover and lifting one lever to release or lock in the lensEven though he knew the shipping directions and knew where the lens installation/removal instructions were in the manual, he still shipped the projector with the lens installedIt is very hard on the lens holder to have the weight of the lens on it during shippingWe have a very good technical support line here at Eiki and with a simple phone call, we could have helped him remove the lens.We always try and take care of our customers and don't hesitate to cover any failure under warranty and sometimes even if it is not clear that it was a product failureThe labor charge to replace the lens holder is $It is a big job because in involves disassembling most of the projectorI took $off of the labor to help as best I couldThe end user cost for the lens holder is $It was discounted to $(dealer cost)I do think that Eiki has gone a long way to find a reasonable solution especially since the customer knew that optional lenses need to be removed before shipping and knew that this was an optional lens because he knew what page the installation/removal direction were on in the owner's manualEven though it was not Eiki's fault that the shipping directions were not followed, we have made a significant effort by discounting $just between the lens holder and labor. I have attached a copy of the generic shipping directions form that we fill in the customers information and would have been sent to this customerI have also attached the lens installation/removal directions that are on page of the owner's manualPlease remember that the customer told me the correct page number before I had a chance to open the manual and find it. Eiki does go above and beyond to help our customers even in questionable situationThere is no question that we did go above and beyond here already considering the customer is at fault for not following any of the direction he was given and he has stated he did receive the directionsWe would have been happy to help with the lens removal or with any other questions if he did not understand something. Please feel free to contact me with any more questions or need anything else from meThank you and have a great day! *** ***Technical and Customer Service Manager800-242-ext.***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], but we resolved this ourselves over the phone after the initial complaint was made.  I don't know how to close or withdraw the complaint, but I do consider this closed.
Regards,
[redacted]