Prime Resources Corporation

Review: Our company, [redacted]., a distributor, placed an order with Prime Resources Corp., a manufacturer, for one of our customers in December 2014. The item ordered was 300 earbuds with our customer's logo printed on them. We provided the artwork and a photograph of a sample of what the finished product should look like. The initial order was printed incorrectly, with the logo printed in reverse, not according to the sample in the photo we provided. In accordance with trade industry customs, when an order is not completed to specification, the manufacturer is required to rerun the job at no cost to the distributor. In this case, Prime Resources Corp. is trying to charge our company for the rerun, and refused to send a call tag for the return of the defective order after telling us they would. We only billed our customer for the order that was acceptable, and even some of those were printed off-centered. Prime Resources Corp. continues to send us monthly statements which include finance charges for the unpaid balance of $363.43. We do not feel we should be required to pay for the defective order. We believe that Prime Resources Corp. is in violation not only of Printing Trade Customs, but also of the American Marketing Association's Standard of Ethics, which states in part that marketers should do the following: "Do no harm. This means consciously avoiding harmful actions or omissions by embodying high ethical standards and adhering to all applicable laws and regulations in the choices we make.Foster trust in the marketing system. This means striving for good faith and fair dealing so as to contribute toward the efficacy of the exchange process as well as avoiding deception in product design, pricing, communication, and delivery of distribution. Embrace ethical values. This means building relationships and enhancing consumer confidence in the integrity of marketing by affirming these core values: honesty, responsibility, fairness, respect, transparency and citizenship.Desired Settlement: We would like to have all the charges for the rerun, as well as all applicable finance charges, to be reversed, leaving us with a zero balance due. We do not feel we should be required to pay for the rerun when the original order was not manufactured to our written and visual specifications. We also feel that we were treated in an unfair, unprofessional manner by Prime Resources Corp. employees.

Business

Response:

From: [redacted]

Sent: Wednesday, July 02, 2014 6:33 PM

To: [redacted]

Subject: FW: Revdex.com ID [redacted]

To:

Revdex.com, Inc.

Wallingford, CT 06492

I am sorry for the delayed response. We only received the Final notice of this complaint.

Thank you for bringing this complaint to our attention. We at Prime Line take our reputation and our customers very seriously.

As a family owned company we have managed to consistently hold a top 40 supplier position and continue to be a leading force in the industry with over thirty years of reliable service.

We have been trying to resolve this issue with [redacted] since December of 2013. There have been many phone calls and email correspondences to and from [redacted]. and Prime Line.

We fully admit that we made a mistake on the first order. We quickly produced a second order at no charge to the customer with the appropriate correction and expedited the shipping (at our cost) to satisfy [redacted] request to meet their customer’s event date. We can provide tracking to confirm the delivery date.

Please note that the first order was still 100% functional.

As you can see by the illustration, only the colors were reversed.

We produced the upper and the customer requested the lower.

The choices we typically provide to all our customers for mistakes are:

· To keep the original misprinted pieces at a discount.

· Return the pieces at our shipping expense for a full refund.

*Our Claims Limitations of Warranties & Liabilities Policy is posted to our webpage. I have provided an excerpt below.

[redacted] was to provide an answer as to what their customer would like to do with the original order. We confirmed on March 10 that their customer would keep the original pieces at a discount. Not only did we provide a discount on the original order but we also provided a discount on the second order. We adjusted our invoice to reflect the customer keeping both orders at a discount. [redacted] Inc. disputed the invoice feeling they should be able to keep both shipments and only pay for one.

We tried to have a conference call with [redacted] on a couple of occasions to come to a resolution which they declined. The last correspondence was March 21 from Prime Line to [redacted] Inc. An email was sent to set up a conference call, They indicated that they were in the middle of a move and could not meet. We responded. “Once you get settled please provide some dates and times and we will be more than happy to set up a conference call with the team.”

We never received a response from [redacted] Inc.. We are more than willing to reopen the dialog with [redacted] Inc. at any time. Until then, since neither order or a portion of either order was returned, the invoice balance stands as is.

The second order was produced completely within manufacturers specifications.

Please consider the following analogy.

This would be no different than ordering a black kitchen appliance with white trim and receiving a white kitchen appliance with black trim. After reporting the mistake, the company shipped the correct one (black with white trim). One should not expect to keep both and only pay for one.

We hope that the information provided clears our name. Further details can be provided upon request. Please let us know the outcome after your review.

Thank You

Please feel free to contact me directly if needed.

[redacted]

Sr. Customer Service Operations Manager

Prime Resources Corporation

*In the event of a defect in material or workmanship in any product(s) sold hereunder to Purchaser, Prime Line will replace the same, F.O.B. point of shipment or refund the purchase price for same, in Prime's sole discretion; provided that a written claim for same is received within fifteen (15) days from the shipment date. PRIME LINE'S UNDERTAKING TO REPLACE OR REFUND THE PURCHASE PRICE FOR SUCH PRODUCT(S) IS PURCHASER'S EXCLUSIVE REMEDY AND IS IN LIEU OF ALL OTHER WARRANTIES (WHETHER WRITTEN OR ORAL, EXPRESSED OR IMPLIED), INCLUDING, WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, ANY IMPLIED WARRANTY OF MERCHANTABILITY OR OF FITNESS FOR A PARTICULAR PURPOSE.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: