Mag Instrument

This responds to your email message sent to our company president on July24, 2017, indicating that the customer has "rejected" the response we made via my letter to you dated July 18, I have personally reviewed, and have also reviewed with our Warranty Department, the customer's stated reasons for "rejecting" our responseFirst, and regrettably, we must dispute the accuracy of the customer's statement as to what flashlights he actually sent usContrary to his assertion, he did not send us "one 2-AA Mini Maglite and one 1-AAA Solitaire model." As my July letter indicated, he in fact sent us two 1-AAA Solitaire flashlights (one with an incandescent lamp, the other with an LED), and NO Mini Maglite 2-AA flashlight was included in the packageThe customer's May note is ambiguous as to the identities of the flashlights he sent, although his request to "exchange" the two enclosed flashlights for a single Mini Maglite 2-AA would seem to imply that the enclosed flashlights were not Mini Maglite 2-AA flashlightsFurthermore, the customer's enclosed copy of the postal wrapper, showing $of postage paid, tends to conform that he did not send us a Mini Maglite 2-AA flashlight$is the correct postage for the weight of two 1-AAA flashlights with batteriesBut a package containing a Solitaire 1-AAA flashlight with batteries plus a Mini Maglite 2-AA flashlight with batteries would have weighed more (ozversus oz.), and the required postage would have been more ($3.03, instead of the $that the package image shows he actually paid)Finally and most importantly, we have the two flashlights he actually sent, and by personally inspecting them I confirmed that neither of them is a Mini Maglite 2-AA; instead, they are both 1-AAA Solitaire lights, one having an incandescent lamp, the other an LEDBottom line, we would not be in position to repair or replace a Mini Maglite 2-AA flashlight for him free of charge even if battery exhaustion were a warranty-covered problem (which clearly it is not) because he never actually sent us any such flashlight.As for the customer’s claim that there was a “lengthy delay,” we can only note that he does not dispute, nor explain, his unresponsiveness to the multiple voicemail messages our Warranty Department left for him, beginning promptly upon receipt of the flashlightsNor does he dispute or explain his repeated failures to furnish a credit card number after repeatedly telling us he intended to do so in order to take advantage of our upgrade offer.As for the two Solitaire 1-AAA flashlights he actually did send us, my July letter explains why neither of those had a warranty-covered problem, and the customer seems to concede that neither battery exhaustion nor battery-leak damage is, in fact, covered under our warranty.The customer’s response does indicate that he would like the “1-AAA model returned without repair,” and that, contrary to what he previously told us (twice), he now has “no interest in the upgrade program at this time.” For the sake of resolving this matter, Mag Instrument intends to waive any return-shipping charges and mail back to the customer both of the flashlights he sent usThe Solitaire LED flashlight has been tested and found to be in perfect working order; all it needs is a fresh batteryThe Solitaire incandescent flashlight is irreparably damaged, but it still might benefit the customer to have it in handAs we explained to him in a letter, most battery manufacturers, including Duracell, have “device damage policies,” under which they may be willing, under certain conditions, to replace a device damaged by leakage of a battery of their brandIn case the battery manufacturer insists on seeing the damaged device, the customer will now have it available to meet that requirement