Glass Apps LLC

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:
I did send pictures to *** ***, and called and submitted web formsI confirmed with *** *** yesterday, letting her know that her CEO said he received nothing and no calls. She apologized and confirmed she had sent him everything and it was under review. She was not clear on when I would get a responseI have emails to prove my correspondence from early July.
thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear Revdex.com,
Per our voice-mail, we are directly in contact with the customer and have agreed with her on some next steps that will occur between 9/* - 9/** We will follwith an update on or around 9/**
Thanks so much,
Glass Apps

Dear Revdex.com, This particular complaint is not warranted per the details below:  This client initially purchased 10 pieces of switchable adhesive film from Glass Apps in November of 2015.  We produced this material in December of 2015 and shipped the order to the client ([redacted]...

/ [redacted]e) on January [redacted] 2016.  On February [redacted] of 2017 the client contacted us back indicating that the one of the parts provided has stopped working.  Glass Apps evaluated the circumstances and, through our non-conformance review process for warranty claims, decided that we would replace this part under warranty.  Glass Apps then reproduced this part again, at no charge, as an approved warranty claim, and the remake was shipped to the client on March [redacted] 2017, less than one month from the initial contact from the client that a piece was not working properly.  On April [redacted] 2017 we were contacted by the client saying that he was installing the part and noticed there was a "insect" sandwiched between the two layers of our film.  We indicated that there was no way this was possible due to our extensive QC process during film manufacturing and asked him to provide pictures so that we could assess the situation.  The client then sent photos of the film being tested on saw horses prior to installation and images of the "insect".  We had immediately notified him that this was a burnout, due to excess voltage being applied to the film while he was testing it.  If there is a spike in voltage provided to the material, it can cause the two layers of Indium Tin Oxide to short and is the reason for the black spot he was seeing on the film, He insisted a bug was smashed between the two layers of film.  We instructed him not to install the piece and the piece would have to be reordered and replaced due to the electrical short that occurred when he tested the film.  He decided to install the film anyway. On April [redacted] 2017, we officially reviewed the second warranty claim, through our non-conformance review process for warranty claims, and it was decided by our management team that we would not replace this piece for a second time under warranty as this was a burnout /short, caused by a surge in the electrical current when the product was being tested on site, and that it was installed anyway against our direction.  Electrical surges on site are not covered under warranty as Glass Apps has no way to control power surges that may occur on a project site.We made the client aware of this decision on April [redacted] 2017.   If you have any additional questions as to the circumstances surrounding this incident/complaint, please feel free to contact us any time.Best Regards, Glass Apps[redacted]

Dear Revdex.com, 
 
We are not aware of a contact from this person but will look into the matter ASAP.  [redacted] will contact the client and request photos of the issue.  Our phones are on ring groups so they bounce to other users in our company as well as the website...

which has multiple numbers to contact.  Further our contact form goes to a different department to assist with new clients and sales so it's difficult to understand how this client has made a good faith effort to contact us.  [redacted] and or [redacted] will also be responsible to oversee the follow up with the client.  We will follow up and respond this coming week. 
 
Regards, 
Thomas S[redacted] 
CEO, Glass Apps

Dear Revdex.com,  We are not aware of a contact from this person but will look into the matter ASAP.  [redacted] will contact the client and request photos of the issue.  Our phones are on ring groups so they bounce to other users in our company as well as the website which has...

multiple numbers to contact.  Further our contact form goes to a different department to assist with new clients and sales so it's difficult to understand how this client has made a good faith effort to contact us.  [redacted] and or [redacted] will also be responsible to oversee the follow up with the client.  We will follow up and respond this coming week.  Regards, Thomas S[redacted] CEO, Glass Apps

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:

I did send pictures to [redacted], and called and submitted web forms.I confirmed with [redacted] yesterday, letting her know that her CEO said he received nothing and no calls.  She apologized and confirmed she had sent him everything and it was under review.  She was not clear on when I would get a response.I have emails to prove my correspondence from early July.   thank you
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Revdex.com,Per our voice-mail, we are directly in contact with the customer and have agreed with her on some next steps that will occur between 9/* - 9/**.  We will follow-up with an update on or around 9/**.  Thanks so much,Glass Apps