MedLite USA

Dear Revdex.comI am so sorry to know you are bothered again! Please see the attachment for the purchase invoice and our return policyThank you very much for your time and great patience, have a nice day,

[redacted] ***Sorry to bother you again!Please see that, we accept her return after year of purchase for the "working distance" issue, but the working distance is actually 17" , not as she claimed at 21"We calibrate the alignment of the lens of the loupes, the loupes works normally nowWe need her to pay for the fees of $including the shipping, she refused Yes, at first, we didn't want to charge her, 'cause we are already trying our best to help our customers and avoid to let them spend moreBut, [redacted] kept blaming us: first she insisted us to pay for the shipping for her return the loupesThen, she blame us misleading her by "after we calibrate the alignmen, the loupes works well, though the lens have cracks on", she thought this meant we replaced the lens for her ( if she didn't know the lens were broken, how come she expect us to replace the lens? And what she expected us to be fixed?)? We don't think we would like to free the service for herFree service is our favor for our customers who is reasonable and friendly, she is not, sorry!Thank you for your time and great patience! ***

*** ***Good morning! Thanks for informing us the dispute and help on the resolutions.*** *** *** bought a pair of our loupes a year agoIn Septshe
told us the loupes we sent to her was incorrect: she claimed that the
working distance of the loupes we sent to her
is 21" rather than 17",
which she orderedShe also claimed that she didn't use the loupes and
it was our fault that sent her the incorrect oneAlthough the
loupes were beyond warranty, we were trying to help our customers and
still offered her a service to check if the loupes were 17" or not
Typically this doesn't happen as we always inspect times by
different staffs to make sure everything
is alright, it seems very unlikely to send her a 21" instead of 17",
which we also informed her and asked her to double checkShe
insisted that we should be paying the return shippingWe told her that
her purchase was beyond warranty and but we were doing her a favor to
check the loupes and may offer her an exchange if the loupes were indeed
incorrectIn this case, she should be responsible for return shipping
In our terms of sales, the customers are always responsible for return
shipping beyond the initial 14-day periodIn our business, we sell high
quality loupes at very reasonable prices, therefore, we are running on a
small margin and expect that customers would collaborate reasonably Later,
she returned the loupes to usUpon receiving, the loupes were out of
alignment and show tear and wearIn addition, both lenses show
signs of smear due to physical impactHowever, the loupes are still
usable and show perfect imageWe realignment the loupes and checked the
working distancesThey were indeed 17"So it was a correct pair of
loupes sent to her originallyWe informed her about the results and
requested a payment of $to cover shipping and serviceShe refused
and accused us for damaging the loupesWe suspect that the
reason she returned the loupes after year could be that she might have
dropped the loupes making it unusable and expected us to exchange a new
pairRight now, we are awaiting for her to pay the service fee and shipping of $Please see the attached conversation, it shows all the truth.Thank you very much, have a great week

the response has many errors in itI am not satisfied with ***'s words as I find her unable to comprehend my meanings used in my earlier emailsShe misrepresents what actually happened, and I will counter her response belowShe repeatedly accused me of trying to get something for nothing from their company, and when I one time suggested the loupes could have broke in shipping or could have been dropped in their possession she got offensive, aggressive, and retaliatoryMEDLITE: She also claimed that she didn't use the loupes and it was our fault that sent her the incorrect one.
***: I did not use the loupesThere was no "claim" but actual factMy email states: "
I didn't break these loupes and magically make them
turn into 21"MedLite sent me incorrectly labeled glasses whether I
received them days ago or days agoI ordered 17"The glasses say
17"But when you look through them they don't focus until 20".
A truly excellent company would own up to the error
and make it right on their dime I know accidents occurI've made
mistakes in the pastI'm not faulting your company on their workmanship, but
you are not servicing me as a customerI purchase the loupes in good faith and
paid the original shippingMedLite sent me a defective product, and now I must
pay more money to fix YOUR error.
This would be my second pair purchased from MedLite
It may be your unfortunate decision to lose a future customer by my refusal to
purchase any future loupes or refer my colleagues to purchasing from your
company because of your less-than-satisfactory customer service.
What guarantee do you offer that if I send my loupes
to *** * at *** *** I will ever see them again? I am very
concerned."
MEDLITE: She insisted that we should be paying the return shipping.
***: I replied with a question, not an "insistence" : "Any way you can send me a return mailing label?"
MEDLITE: Later, she returned the loupes to usUpon receiving, the loupes were out of alignment and show tear and wearIn addition, both lenses show signs of smear due to physical impact.
***: I do not understand the definition of "smear" as the glasses were not worn for work but only tried on a few timesThe word "smear" was not used in any of our previous correspondenceMEDLITE: However, the loupes are still usable and show perfect image.
***: *** NEVER stated the loupes were still usableHer email stated MEDLITE: "Yes, we received the returned loupes yesterdayWe
checked it today and found that both of the binoculars were broken, especially
the right oneBut although, it is broken, but the after we adjust the
interpupilar distance (different people need different interpupilar distance),
we saw the imagine is still perfect at working distance 17". And we
fixed the broken box. It is ready to send to you, though in
this case, it is the 17" , nothing wrong with our side, we still
offer you a free shipping."
***: She insists the lensed focus correctly at 17", but what good does that do if the binoculars are broken? I differ, because when I held a tape measure to my loupes they didn't focus until the 20" markYou can also see she also offered free shipping in the above last sentenceMEDLITE: We informed her about the results and requested a payment of $to cover shipping and service.
***: They never quoted me a repair price until after the work was doneI never authorized any such work, and she never planned to charge me a fee or shipping until I got mad at her constant accusation toward me that I broke them and sent them back to them brokenI then suggested rhetorically "The loupes were not broken when I sent them to you
Maybe you broke them to be spitefulHow do accusations like that make you
feel?
MEDLITE: She refused and accused us for damaging the loupes.
***: I did not accuse them, but only put that out there because she kept accusing me and my characterSee the exact comments written in eight of her emails belowShe did not service me politely as a customerI am not satisfied with her responses toward me.MEDLITE: "U know what happened!" AND
"After year of the purchase, you said we sent u the
loupes with working distance which is actually the right of 17", it is
obviously u know that and so u know what happened on the loupes. I really doubt that u know your credit or not? Sorry,
that us my true feeling if u" AND
"I believe that it is 17" and the carrier wooden box was broken
before you shipped it, and you action definitely shows your credit" AND
"We usually waive
it for our reasonable customers, that is our favor which you don't deserve with
your terrible attitude. The conversation between you and me show
all." AND
"You not only threat us and even viciously said we broke the loupes
Why do we waive u the service and shipping fee? We didn't say the fee, 'cause
you u told us the loupes we sent to u was 21", the only thing
we need to do was sending u a "right" 17". What u wanted
us to do was obviously not sending u a 17", if so, it is already, why
us sent it back to us?"
"we still tried our best to fix the loupes which is out of align after u dropped itIf udidn't, why u lied about the working distance and sent it back to us?" AND
"U broke the loupes and lied, we need to Charge the fee That is the rule!" AND
"u have been so rude and dishonestnow we decide not to waive for
fee for u, 'cause we can't bear ur terrible attitude anymore---u not only
denied you broke the loupes and slandered Leon didwhy do we waive the fees
for u?"
***: MedLite requested I send my loupes back to themThey offered me free return shipping but then changed their mind because they wrongly assumed I was accusing themThen they not only charged me return shipping, but also an unauthorized repair charge totaling $I just want a working pair of loupesIf they will not provide those to me, consumers out there need to know the quality of their customer service *** ***

I'm sure I paid for this via credit cardUnfortunately in this day and age my credit card number has changed so many times because of fraudulent charges by people getting a hold of my number and I can't seem to locate the date of purchaseI'm not asking for any warranty at this timeI just want my property, which was stolen from me and is being held hostage by MedLight, returned to meYou can see from the emails that they admit to being in possession of my propertyYou can also read that I never authorized any repairsThis is fraudulent on their partThey admit to not "liking" me or my attitude, so consequently they are refusing to return my items out of spiteAll their "reasonable" customers are afforded that service.
Is there anyway we can speak on the phone? I'll be happy to give you my number or take your number and call you

Dear Revdex.comI am so sorry to know you are bothered again! Please see the attachment for the purchase invoice and our return policy. Thank you very much for your time and great patience, have a nice day,

[redacted]Sorry to bother you again!Please see that, we accept her return after 1 year of purchase for the "working distance"  issue, but the working distance is actually 17" , not as she claimed at 21". We calibrate the alignment of the lens of the loupes, the loupes works normally now. We need her to pay for the fees of $50 including the shipping, she refused.  Yes, at first, we didn't want to charge her, 'cause we are already trying our best to help our customers and avoid to let them spend more. But, [redacted] kept blaming us: first she insisted us to pay for the shipping for her return the loupes. Then, she blame us misleading her by "after we calibrate the alignmen, the loupes works well, though the lens have cracks on", she thought this meant we replaced the lens for her ( if she didn't know the lens were broken, how come she expect us to replace the lens?  And what she expected us to be fixed?)? We don't think we would like to free the service for her. Free service is our favor for our customers who is reasonable and friendly, she is not, sorry!Thank you for your time and great patience!
[redacted]