HID Global Corporate Offices

We have had interactions with the end user [redacted] who purchased MicroProx Tags through one of our direct partners. The issue was brought to my attention after a couple of emails were sent directly to our executive leadership team. We investigated the situation fully as we do with any issues that come...

up. One of the main discrepancies that comes up is the notion that our marketing is misleading. The end user stated that we falsely advertised and that he was told these tags were the perfect solution for their customers. We have stated on our website, "Due to variations in cards and reading devices, HID does not claim that the MicroProx Tag will work in every situation. Functional and non-functional MicroProx Tags are available for compatability testing with existing credential and reader technologies. Compatability should be confirmed prior to ordering." We highly recommend samples of our products to ensure the solution fits the needs of our customers. HID is a trusted brand and we do that by ensuring the solution meets their particular need. It's important to us that our partners and end users purchase product that helps scale their business and creates satisfied customers.I spoke with our partner, who is end users' sales person, about the situation as well to ensure what might have been said or explained to the end user. Our customer was NOT aware of the tags being used in fresh or salt water in any way. He stated that they would not have recommended that product in that scenario. The end user did use some samples that were attained through our customer; however he did not wait to test them before ordering the additional 1,000 MicroProx tags. Our customer was not made aware of the intended use. They are not honoring the return as it is a custom credential that cannot be returned to HID. HID would have to simply scrap the materials as they are custom.After completing the investigation with our product marketing team, discussing with our sales leadership team and our direct customer, we sent a letter acknowledging the situation to the end user. I sent a full response 8/13/2015 describing the situation to [redacted]. I then received an email 8/17/15 stating that we had never responded to the issue. I sent another response back to him on 8/18/15 and stated that we had sent a response. I sent the response at that time once again. Our decision was to not accept a return based on the fact that it is a custom ordered product, it was not tested before use to see if it would work and our direct partner confirmed the same. Thank you.[redacted]