Mony Enterprises, LLC

Initial Business Response /* (1000, 16, 2015/10/08) */
We will address each of the complaints separately
TenPoint's Refusal to honor warranty- TenPoint's warranty states that we guarantee our crossbows against defects in materials and workmanshipThe warranty becomes void if the damage is
due to abuse, misuse, or neglect
Our head Warranty Technician inspected the bow and determined the damage was caused by misuse
The following is a summary of the conversations that occurred between TenPoint and the dealerOn 8/20/15, an archery technician from the dealership called customer service for a return authorization for a Shadow UL crossbow, serial number ***The technician told the customer service representative that the "ACUDraw cord snapped while cocking the bow, the claw shot down the rail and hit the riser."
All customers and dealers are informed at the time of the initial phone call regarding a problem with a crossbow that final warranty determination is made when our warranty department receives the crossbow and conducts a physical inspectionWe advised the archery technician of this when we issued the return authorization
We received the crossbow into the warranty department's stock on 8/27/Our head warranty technician performed an inspection of the crossbow and determined that there was evidence of damage caused by misuseThe warranty technician observed gouges in the front of the trigger box, scrape marks on the ACUDraw cocking claw, broken ACUDraw claw cord, and gouges in the aluminum riser on the front end of the crossbowsThis type of damage indicated that the ACUDraw cocking device was over cranked, which places extra stress on the mechanism and can cause the cords to break from this stress
Our warranty technician phoned the dealer and informed them that the damage observed was caused by over cranking and that we would repair the damage for a chargeThe employee became angry and asserted that the cords broke while the bow was being cocked and that the mechanism was not over crankedGiven the evidence of over cranking, our warranty technician disagreed and asserted that the device had been misused and that the we would, therefore, not cover the damage free of charge under the warrantyThe employee then ended the call with our technician before we could agree on a resolution
Our warranty technician asked our Customer Service Manager to contact the employee for a resolution
The CSM called the dealer and informed the employee that we were trying to work toward a resolution for the crossbow repairThe CSM asked the employee to review the incidentThe employee stated that the bow was being cocked for the first time and mid-way through the process the cords suddenly snapped and the claw shot forward down the flight rail and hit the riserThe CSM explained to the employee that our warranty technician inspected the bow and found gouges in the front of the trigger box, which could only have been created if the ACUDraw mechanism was overcrankedTherefore, the employee's contention that this occurred when the bow was cocked for the first time was inconsistent with the damage found on the bow
The employee then stated that he was not present at the time of the incident but that another member of his staff was
The employee further stated that the dealer was not going to pay for the repair, instructed our CSM to keep the bow, and threatened that he was going to file a claim with the Revdex.com
When our CSM questioned his reasoning, the employee stated he would file the complaint regardless of whether we decided to repair the bow at no charge or not because, "you called me to argue about it."
The CSM requested payment for the repair one more time, and the employee told him to keep the crossbowHe did not want it back
The store owner called sometime later, and told our CSM he wanted his account closed, and requested to speak to our VP of Sales
We have photos of the damaged bow available upon request
TenPoint's refusal to accept responsibility for safety issues and denial of the possibility of safety issues- TenPoint's consistent behavior is contrary to this assertion
For example, on an unrelated matter last year TenPoint took the initiative to report a potential trigger safety issue to the Consumer Product Safety Commission within days of learning about itWe worked diligently with the Commission for months, which culminated in a determination to issue a Voluntary Recall to Repair with a Self-Test option
We contacted dealers and consumers by mail and/or email to make them aware of the issue
We issued Self-Test Instructions with every letter and email sent to determine if their bows or inventories were subject to the potential condition
We told dealers and customers to contact TenPoint if they were not familiar with the safe use rules in our Owner's Manuals and, therefore, did not feel comfortable conducting the self-test
We issued pre-paid return ship labels to anyone who said their crossbow displayed the condition or felt uncomfortable conducting the self-test
We conducted a repair on every crossbow sent to us without even testing for the condition
We have no interest in trying to avoid our responsibility toward our product when we are the cause of a problemThe situation described by the dealer who sent you the complaint was not our faultIf it were, we would readily accept the responsibility for correcting the problem
Desired Resolution-This dealer has already contacted our company and closed his accountHowever, we have agreed to refund the dealer for all products he will return, as he has requested in the claim
As per our Return Policy, product returns are subject to a 20% restocking fee and must be in new condition in their original cartonOnly partial credit will be issued for any crossbow package returned without the package accessoriesWe will provide pre-paid return shipping labels once the dealer provides us information about the product in question

Initial Business Response /* (1000, 7, 2015/10/05) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
on 10/5/15 the customer was contacted via email to explain that the shipping charges are set by UPS and FEDEX. We do...

not determine the charges. We are not able to reimburse him for the shipping charges, however I did offer to send the customer product to help offset his cost. I asked that he contact us to discuss.
Initial Consumer Rebuttal /* (2000, 9, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)