Premier Kites & Designs

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: This company either designs the product or certainly has some say in its manufacture They should be responsinle for it it as it is sold under the company name If this product is defective is incomplete or subatandard the moral groung dictates they stand by the product with the consumer I f a defective product is sold [missing parts], they should allow the purchaser to be satisfied with the purchase.This company has not taken the high moral groung.Regards, [redacted]

We received an email about the complaint on December 31, 2016 Saying: "As a gift, 1 received the noted hummingbird Spinner, Started the assembly but discovered ALL Wing Fin Pins were missing. Could you please forward these to me ASAP, in sufficient quantity to complete the spinner?"The part he is...

referring to is not a part that our company carries. It is a part that is pre-glued onto a fiberglass rod connected to the wing of the spinner.Since We have never heard of an issue like this, we requested that he send us a photo of the issue on January 4, 2017 that may help us better understand what the issue was.Customer replied on January 4, 2017. "Photos of what- I don't have the missing caps that should have been in the package. I have Supplied you with the model number that you can use to establish parts. The Model Number, again, is #[redacted] from the packaging. I am unhappy with this response - please expedite the parts as a concerned company should."On January 5th 2017 we sent a reply to this customer saying: "Our product comes pre-assembled, so we do not have separate wing fin pins to send out. I asked for photos in order to help you because no one has ever asked about this before, if you would send a picture of the wings and the wing hub, so we can examine it that would be much appreciated."On January 10th 2017 he replied:"I still have some questions concerning my request for missing parts:1. I am writing to the right company? - Wind Garden, [redacted]...2. My kit came disassembled - you say yours is preassembled. If we are talking about the same product, you should have a very, very clear picture of the caps and number that I am referring to!!!3. I cannot understand the problem you are having - someone in your company designed this hummingbird and you should have a parts list in your organization. It is inconceivable to me that this is not true.4. In good faith. I wrote to you about a deficiency in your product kit and cannot understand why all the extra effort is being placed on my shoulders to resolve this problem. PLEASE CONFIRM THAT THE PREASSEMBLED KIT you apparently have will suffice to answer your questions."At this point we were still trying to help the customer and went to the warehouse to pull the item from stock and take pictures so he could see the item he was referring to. We believed  seeing the issue would help him understand that the wing fin pins he requested are preassembled or glued to the wings. The wing fin pins are not loose or available not already attached to the wings that plug into the hub of the spinner.On January 10" 2017 we replied: "Yes, you are contacting the correct company, Premier Kites & Designs. I have attached 2 photos of how the Hummingbird, item #[redacted], comes in the package. I hope this helps."On January 14, 2017 the customer responded: "To my very, very great surprise, you sent the pictures you asked me for You should also have assembly instructions then. Refer to the instructions. There is a wing hub with (5) openings in which the wings are inserted. The (5) wing fin pins lock in the wings and are the requested missing parts in my kit!! Now a basic question? Is there any intention to provide the requested parts? With the best intentions, I have received nothing but numerous replies that create nothing but obstacles. It seems like you wish to grind me down till retract my request. The very fact you had the pictures you requested of me would have saved me possible time and expense to provide. I will not give up - I will go to the Revdex.com, if needed, since have saved all the voluminous correspondence!"On January 18, 2017 we responded: "I'm glad you got the photos. As I informed you before, we do not have the separate wing fin tips because they are already glued to the wings when they arrive from the factory. We do have replacement wings, So if you wish to purchase them we can make that happen. The complete wing set is $15.00 plus a shipping charge of $6- $10. The other option I can suggest is to return it to the place of purchase for a refund or exchange. If you wish to proceed with the replacement wings, please contact me at the number listed below with your credit card information and address."On January 22" 2017 he replied:am very sorry to say our conversations will end, The pictures of the unassembled wings do NOT show the caps glued - I compared the pictures with the kit have. To me this is a false statement, Coupled with the other "stall" tactics (asking for pictures when you apparently had the kit available, etc.) convinces me you will not honor my original request. I will now prepare a letter."That is the last email correspondence between the customer and Premier Kites.As you can see from the correspondence, Premier Kites tried to figure out what the problem was. Even though the customer would not send a picture to help us see what they were describing, we took a picture and sent it to him so he could again help us figure out the piece he needed. At the end of it all, we still had to take an educated guess at what he needed (because what he verbally described could not be correct) and offered him two options to fix the situation.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: This company either designs the product or certainly has some say in its manufacture.  They should be responsinle for it  it as it is sold under the company name.  If this product is defective is incomplete or subatandard the moral groung dictates they stand by the product with the consumer.  I f a defective product is sold [missing parts], they should allow the purchaser to be satisfied with the purchase.This company has not taken the high moral groung.Regards,
[redacted]