Initial Business Response /* (1000, 10, 2015/12/01) */
Description of events:
9/28/15 - The customer dropped off four angle-top vertical blinds with broken carriers and gears; customer said they were Hunter Douglas blinds.
9/30 - We ordered genuine Hunter Douglas replacement components (invoice...
attached).
10/7 - We received replacement components.
10/14 - We called the customer to inform him that we were unable to fix the blinds. Customer gave approval for us to ship back to Hunter Douglas, we quoted the customer $300.00 for these repairs. Hunter Douglas generated repair order [redacted] (copy attached) with estimated ship date of 10/20.
10/23 - Hunter Douglas ordered replacement components.
10/26 - We contacted Hunter Douglas for a status update.
10/27 - We received status update from Hunter Douglas.
10/29 - Hunter Douglas informed our repair department that they could not repair the blinds because they were manufactured in 1997 by Colorel Corp which is a different brand and "was never an independent fab(ricator) for Hunter Douglas". (See Hunter Douglas' internal notes for RGA# XXXXXXXX for more information)
10/30 - We left a message for the customer stating that Hunter Douglas could not fix the Colorel blinds.
11/4 - The customer picked up his blinds from our showroom. He was very upset and expressed his opinion that our repair department and Hunter Douglas' repair department didn't know how to fix his blinds. We did not charge the customer anything and we gave him the components, that we purchased for his blinds, for free. He left our showroom with the blinds and components without having paid anything.
11/10 - We received a voicemail from the customer in regards to some new components he would like to order for his blinds and he stated at that he would repair the blinds himself.
11/11 - I returned the customer's call to let him know we could not sell those components to him because our repair department did not believe they would work with his Colorel blinds. I recommended a website that sells blind components directly to the customer, but he was not interested.
To address the customers desired resolutions directly:
I want two things from Innovative Openings:
1. A statement admitting to ordering the wrong part.
Innovative Openings' repair department ordered the incorrect parts for these vertical blinds; we ordered Hunter Douglas components, but these are Colorel blinds.
2. In light of keeping my blinds for 5 weeks, damaging my blinds, and impugning my intelligence, FREE repair of the 4 vertical blinds using PCH# [redacted] carriers.
Unfortunately, Innovative Openings cannot order replacement components for these blinds as Colorel went out of business in 2004. Any attempt at fixing these blinds would be fruitless since Colorel components are no longer available. PCN# [redacted] is a Hunter Douglas part and therefore will not work with Colorel blinds.
At this point the customer has his blinds and we have not charged for any service.
Initial Consumer Rebuttal /* (3000, 13, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I reviewed the response to Revdex.com Complaint Case# XXXXXXXX by Innovative Openings, Inc. dated 12/1/2015 and find it unsatisfactory. The length to which Innovative Openings has gone to avoid admitting that they ordered the wrong replacement carriers for my vertical blinds is astounding and infuriating.
Referring to the Hunter Douglas invoice dated 10/5/2015, supplied by Innovative Openings in their response to this complaint, Innovative Openings ordered 102 "CARRIER 3.25in PERMALIGN REG DRAW" carriers. The part number of these carriers is PCN# HS0503A, as shown in the attached picture. The picture shows:
1) my original carriers (to be replaced) PCN# HS0509A Center draw carriers
2) the replacement carriers ordered by Innovative Openings PCN# HS0503A REGULAR draw carriers
3) the Hunter Douglas PermAlign replacement parts list.
It doesn't take a rocket scientist to see HS0503A and HS0509A are different carriers. It is hard to believe that Innovative Openings' repair department can't tell the difference between regular draw carriers and center draw carriers. Why can't Innovative Openings just admit to making the simple error of ordering regular draw carriers instead of center draw carriers?
There are several misstatements in Innovative Openings' response. But I will just address the last two sentences; namely, "PCN# HS0509A is a Hunter Douglas part and therefore will not work with Colorel blinds. At this point the customer has his blinds and we have not charged for any service."
I have personally ordered a few PCN# HS0509A center draw carriers directly from Hunter Douglas and installed them in my blinds. They work fine!
I DO NOT HAVE MY BLINDS! As I stated in my original complaint, 23 of the original HS0509A carriers were lost by Innovative Openings repair department. They have still not found or replaced these parts.
At this point I have no confidence in Innovative Openings repair department's ability to repair anything. I'll settle for them just sending me the HS0509A parts and I will do the work myself.
Final Business Response /* (4000, 23, 2015/12/29) */
Estimated arrival date is the week of the 7th (January). We do not need part # [redacted] returned.
Final Consumer Response /* (4200, 25, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ok. I will update this complaint when the parts arrive.
For the record, Innovative Openings waited from Dec. 7 until the week of Dec. 30 to place this order with Hunter Douglas. This 3-week delay by Innovative Openings is inexcusable for a business which cares about it's reputation and a satisfactory resolution.
Initial Business Response /* (1000, 10, 2015/12/01) */
Description of events:
9/28/15 - The customer dropped off four angle-top vertical blinds with broken carriers and gears; customer said they were Hunter Douglas blinds.
9/30 - We ordered genuine Hunter Douglas replacement components (invoice...
attached).
10/7 - We received replacement components.
10/14 - We called the customer to inform him that we were unable to fix the blinds. Customer gave approval for us to ship back to Hunter Douglas, we quoted the customer $300.00 for these repairs. Hunter Douglas generated repair order [redacted] (copy attached) with estimated ship date of 10/20.
10/23 - Hunter Douglas ordered replacement components.
10/26 - We contacted Hunter Douglas for a status update.
10/27 - We received status update from Hunter Douglas.
10/29 - Hunter Douglas informed our repair department that they could not repair the blinds because they were manufactured in 1997 by Colorel Corp which is a different brand and "was never an independent fab(ricator) for Hunter Douglas". (See Hunter Douglas' internal notes for RGA# XXXXXXXX for more information)
10/30 - We left a message for the customer stating that Hunter Douglas could not fix the Colorel blinds.
11/4 - The customer picked up his blinds from our showroom. He was very upset and expressed his opinion that our repair department and Hunter Douglas' repair department didn't know how to fix his blinds. We did not charge the customer anything and we gave him the components, that we purchased for his blinds, for free. He left our showroom with the blinds and components without having paid anything.
11/10 - We received a voicemail from the customer in regards to some new components he would like to order for his blinds and he stated at that he would repair the blinds himself.
11/11 - I returned the customer's call to let him know we could not sell those components to him because our repair department did not believe they would work with his Colorel blinds. I recommended a website that sells blind components directly to the customer, but he was not interested.
To address the customers desired resolutions directly:
I want two things from Innovative Openings:
1. A statement admitting to ordering the wrong part.
Innovative Openings' repair department ordered the incorrect parts for these vertical blinds; we ordered Hunter Douglas components, but these are Colorel blinds.
2. In light of keeping my blinds for 5 weeks, damaging my blinds, and impugning my intelligence, FREE repair of the 4 vertical blinds using PCH# [redacted] carriers.
Unfortunately, Innovative Openings cannot order replacement components for these blinds as Colorel went out of business in 2004. Any attempt at fixing these blinds would be fruitless since Colorel components are no longer available. PCN# [redacted] is a Hunter Douglas part and therefore will not work with Colorel blinds.
At this point the customer has his blinds and we have not charged for any service.
Initial Consumer Rebuttal /* (3000, 13, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I reviewed the response to Revdex.com Complaint Case# XXXXXXXX by Innovative Openings, Inc. dated 12/1/2015 and find it unsatisfactory. The length to which Innovative Openings has gone to avoid admitting that they ordered the wrong replacement carriers for my vertical blinds is astounding and infuriating.
Referring to the Hunter Douglas invoice dated 10/5/2015, supplied by Innovative Openings in their response to this complaint, Innovative Openings ordered 102 "CARRIER 3.25in PERMALIGN REG DRAW" carriers. The part number of these carriers is PCN# HS0503A, as shown in the attached picture. The picture shows:
1) my original carriers (to be replaced) PCN# HS0509A Center draw carriers
2) the replacement carriers ordered by Innovative Openings PCN# HS0503A REGULAR draw carriers
3) the Hunter Douglas PermAlign replacement parts list.
It doesn't take a rocket scientist to see HS0503A and HS0509A are different carriers. It is hard to believe that Innovative Openings' repair department can't tell the difference between regular draw carriers and center draw carriers. Why can't Innovative Openings just admit to making the simple error of ordering regular draw carriers instead of center draw carriers?
There are several misstatements in Innovative Openings' response. But I will just address the last two sentences; namely, "PCN# HS0509A is a Hunter Douglas part and therefore will not work with Colorel blinds. At this point the customer has his blinds and we have not charged for any service."
I have personally ordered a few PCN# HS0509A center draw carriers directly from Hunter Douglas and installed them in my blinds. They work fine!
I DO NOT HAVE MY BLINDS! As I stated in my original complaint, 23 of the original HS0509A carriers were lost by Innovative Openings repair department. They have still not found or replaced these parts.
At this point I have no confidence in Innovative Openings repair department's ability to repair anything. I'll settle for them just sending me the HS0509A parts and I will do the work myself.
Final Business Response /* (4000, 23, 2015/12/29) */
Estimated arrival date is the week of the 7th (January). We do not need part # [redacted] returned.
Final Consumer Response /* (4200, 25, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ok. I will update this complaint when the parts arrive.
For the record, Innovative Openings waited from Dec. 7 until the week of Dec. 30 to place this order with Hunter Douglas. This 3-week delay by Innovative Openings is inexcusable for a business which cares about it's reputation and a satisfactory resolution.