Live Wire Enterprises, Inc

Review: Hi! I am a circus performer and I bought an EL wire for one of my costumes. I search a lot and I made a lot of phone calls to El wire companies and only [redacted] give me guaranty and can provide 300 feet of EL wire that can be sewn in a costume and be illuminated for 4 min performing act. Guaranty of that the wire it is the high quality and safe for me and the other people. First they send me wrong color. [redacted] is the manager of the company. When I talked to her over the phone she said no returning or exchanging. Only if I buy 1200 feet of EL wire (She knew that I am going to need 1200 feet for that costume ) they will exchange it. I want it first to try it out if it works properly , that's why I order only 300 feet but she made me buy the all 1200 feet so I can exchange for the wright color. After receiving the EL wire I checked it and it works fine, but after I put it on the costume half of the EL wire did not light . I email them picture and explain what happened. [redacted] called me and said I cannot twist it. Next 300 feet El wire I put on the costume followed [redacted] instructions. Plug the batteries, turn it on and in one spot start to sparkle and wright after I sow a smog. I got scared and immediately turn it off. Now I am not going to use it because its very dangerous. I cant imagine working on the stage and in some point something like that happens I can burn out in this costume . I send email to [redacted] with explanation and that I will return the wire because its not the quality they provide and its not safe. They never answer back and few days later I called. [redacted] said she never got the email. I explained everything and resend the email. She refuses to return the amount I paid for it. She said its my foul. I bought month and a half ago and it takes 3 weeks of hard work to put on 300 feet on the costume. I think that [redacted] knew it will take more then 30 days until I see that there is a problem with the EL wire. They do not have a returning policy in the websideDesired Settlement: I used 900 feet while I was putting it on the costume but never get the desired results because it does not work. 300 feet I send back to the company because [redacted] said to send it back and they will see what they can do about it. Nothing they can do about it. The other 300 feet are not touched. Live Wire Entertainment Inc. sell EL wire but it does not work and its very dangerous. I would like to get refund of what I paid for it which is $2168.00

Business

Response:

Live Wire Enterprises has been around for over 14 years and has serviced thousands of happy customers ranging from artists creating small craft projects to fortune 500 corporations working on permanent installations and events. We take pride in working with each individual customer to help them complete their projects on time and on budget. However there are times when we unfortunately cannot do enough to satisfy one of our customers. Many of the items we ship are highly customized to the individual nature of a specific project. That makes it difficult for us to accommodate returns in any case aside from defective merchandise. In this specific instance we spoke with the customer at length on how to use the wire and to be extra careful not to bend it beyond a certain radius so as not to "crimp" the wire. In an email photo it was clear that the wire was damaged from excessive force and bending which created the short that subsequently caused the unit to stop working. This happened after we had already allowed the customer to exchange the initial order, of lime green, for a second color, blue. We strive to do our best to satisfy our customers, though unfortunately our refund policy does not permit the return of goods that have been damaged by excessive use or force. We truly regret this circumstance.

Sincerely,

The Live Wire Team

Consumer

Response:

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 believe we are back-tracking here. I sent another TWO emails to [redacted] with explanation of what happened to the second 300 feet and attached a picture with the wire. The first 300 feet of EL wire got broken. My exact point is that after following their exact instructions from the first complaint, I started working on the next 300 feet without any crimping or manipulating of the wire, in any way, it still SPARKED, SMOKED and MELTED. The costume I am sewing is composed of very big rings. Every ring is 4-5 feet. The transition from ring to ring is a straight line with NO bending of the wire. I gently sewed the wire to the rings and made sure I DID NOT use any force or altering of the wire of any kind. I have spent over 150 hours with this wire, occasionally turning it on and off to check if it would light up as the project progressed. It was never on any longer than 30 seconds. I am incredibly behind and have not worked because of all the issues with the wire. I feel that this wire was never tested before from the seller, this wire is absolutely defective and I need my money back. Simply, I am not paying $2200.00 for something that does not work correctly. Thank you for your time

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Live wire enterprises inc regarding complaint ID [redacted].

Sincerely,