Initial Business Response /* (1000, 9, 2017/12/27) */
Please find attached updated credit memo. After examining the projection unit and the film, we found the following:
1.) The film was damage due to inadvertently pointing at the sun with the sun rays entering the optical path of the...
projector.
2.) Along with the sun damaging the film, parts of the LED chip array were damaged.
RazTech Lighting replaces any film defective or damaged by sun. A sun hood or repositioning the projector is a remedy for sun burns. RazTech Lighting manufactures the Raz40 LED outdoor film projector as a custom Therefore, the sale is final. The Raz40 LED is designed to produce the specified lumen output as certified by the LED manufacture. As a resolution RazTech Lighting will waive the final sale and issue a 30 percent restocking fee.
Misapplying the projection unit can result in poor results. Misapplying examples include angling the projector too high, poor projection surface, too large of a projection for the projector power, projecting in daylight or high amounts of surrounding light. RazTech Lighting highly recommends consulting the factory for free consultation with regards to projector application. If a customer does not consult with the factory then, the customer takes full application responsibility.
Initial Consumer Rebuttal /* (3000, 11, 2017/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This guy is just making excuses. The product is not custom, you could say that about any product. I made no request to have the product customized in anyway and there is nothing on his website, my invoice or return policy that indicates it is custom. One of the films was damaged before I even took it outside. I had the product returned in 10 business days as per the return policy for a full refund and the ONLY resolution I will accept here is a full refund. See attached invoice that indicates no customization and his return policy at the bottom. I can also provide my UPS tracking to prove I had it returned within 10 business days. I should also mention that they initially were going to issue me a refund with a 10% restocking fee and after I filed this complaint he changed it to 30% and claims I damaged it. Don't forget that when I called him he called me a [redacted], so I think we can see what type of person we are dealing with here.
Final Consumer Response /* (4200, 16, 2018/01/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My responses are attached and in red. I also attached the screen shot showing he charged me 20 additional dollars for rush processing which he claims he did not. I am not disputing the 20 dollars as he did rush it so he is owed that 20 dollars. I also attached the invoice again. I want a full refund for the products I returned, simple and I will drop this complaint.
Final Business Response /* (4000, 14, 2018/01/03) */
Re: Case number 26072914 [redacted]
Thank you for the email. In response to your email below, please read the following update and clarification.
A credit was issued for the invoice amount minus 30% restocking fee.
A charge back was executed by [redacted] for the total amount.
Mr. [redacted] has a 100% charge back plus a credit from RazTech lighting.
Summary:
1.) RazTech waived the rush fee to deliver.
2.) RazTech provide Mr. [redacted] with custom projector and film slides.
3.) RazTech provided Mr. [redacted] with an invoice stating the terms of a custom fixture as being final.
4.) RazTech waived the final terms, and asked for a 30% restocking on receipt of returned projector and films.
5.) Mr. [redacted] demanded full refund and threated us with Revdex.com. Charge back, social media, etc.
6.) Mr. [redacted] claimed the fixtures was not bright enough and later claimed the fixture was defective.
7.) Mr. [redacted] did not give us the opportunity to help or fix any problem, or help with applying the lighting fixture.
After receiving the light fixture there was damage to the pan/tilt knuckle and one of the films was burned due to sun shining into the projector.
From the evidence, we can conclude he was testing the projector in the sunlight and burned the film image. The image burn makes a similar mark produced by the sun through a magnifying glass on a piece of paper. In all cases, when we see this effect we replace image with new one at no charge and explain phenomenon to customer and provide solutions. After receiving the projector, the unit was not defective and produces 2000 lumens of light power as presented by Raztech. We can conclude based upon the aforenoted information the Mr. [redacted] was trying to use the projector in the sun at high angles; that is why it did not work out for him (misapplication of product). RazTech provides extensive email and phone consulting to customers to help however, Mr. [redacted] did not ask for help and did not ask for any solutions, he simply demanded a full refund, damage the projector, and threated RazTech with Revdex.com, charge back, social media, and written/verbal bulling.
We can provide email conversation to help you with this case. Finally, Raztech Lighting has been in business for 25 years without a single Revdex.com complaint. We are very sensitive to our customers' needs and spend extra time to make the customers happy.
Initial Business Response /* (1000, 9, 2017/12/27) */
Please find attached updated credit memo. After examining the projection unit and the film, we found the following:
1.) The film was damage due to inadvertently pointing at the sun with the sun rays entering the optical path of the...
projector.
2.) Along with the sun damaging the film, parts of the LED chip array were damaged.
RazTech Lighting replaces any film defective or damaged by sun. A sun hood or repositioning the projector is a remedy for sun burns. RazTech Lighting manufactures the Raz40 LED outdoor film projector as a custom Therefore, the sale is final. The Raz40 LED is designed to produce the specified lumen output as certified by the LED manufacture. As a resolution RazTech Lighting will waive the final sale and issue a 30 percent restocking fee.
Misapplying the projection unit can result in poor results. Misapplying examples include angling the projector too high, poor projection surface, too large of a projection for the projector power, projecting in daylight or high amounts of surrounding light. RazTech Lighting highly recommends consulting the factory for free consultation with regards to projector application. If a customer does not consult with the factory then, the customer takes full application responsibility.
Initial Consumer Rebuttal /* (3000, 11, 2017/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This guy is just making excuses. The product is not custom, you could say that about any product. I made no request to have the product customized in anyway and there is nothing on his website, my invoice or return policy that indicates it is custom. One of the films was damaged before I even took it outside. I had the product returned in 10 business days as per the return policy for a full refund and the ONLY resolution I will accept here is a full refund. See attached invoice that indicates no customization and his return policy at the bottom. I can also provide my UPS tracking to prove I had it returned within 10 business days. I should also mention that they initially were going to issue me a refund with a 10% restocking fee and after I filed this complaint he changed it to 30% and claims I damaged it. Don't forget that when I called him he called me a [redacted], so I think we can see what type of person we are dealing with here.
Final Consumer Response /* (4200, 16, 2018/01/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My responses are attached and in red. I also attached the screen shot showing he charged me 20 additional dollars for rush processing which he claims he did not. I am not disputing the 20 dollars as he did rush it so he is owed that 20 dollars. I also attached the invoice again. I want a full refund for the products I returned, simple and I will drop this complaint.
Final Business Response /* (4000, 14, 2018/01/03) */
Re: Case number 26072914 [redacted]
Thank you for the email. In response to your email below, please read the following update and clarification.
A credit was issued for the invoice amount minus 30% restocking fee.
A charge back was executed by [redacted] for the total amount.
Mr. [redacted] has a 100% charge back plus a credit from RazTech lighting.
Summary:
1.) RazTech waived the rush fee to deliver.
2.) RazTech provide Mr. [redacted] with custom projector and film slides.
3.) RazTech provided Mr. [redacted] with an invoice stating the terms of a custom fixture as being final.
4.) RazTech waived the final terms, and asked for a 30% restocking on receipt of returned projector and films.
5.) Mr. [redacted] demanded full refund and threated us with Revdex.com. Charge back, social media, etc.
6.) Mr. [redacted] claimed the fixtures was not bright enough and later claimed the fixture was defective.
7.) Mr. [redacted] did not give us the opportunity to help or fix any problem, or help with applying the lighting fixture.
After receiving the light fixture there was damage to the pan/tilt knuckle and one of the films was burned due to sun shining into the projector.
From the evidence, we can conclude he was testing the projector in the sunlight and burned the film image. The image burn makes a similar mark produced by the sun through a magnifying glass on a piece of paper. In all cases, when we see this effect we replace image with new one at no charge and explain phenomenon to customer and provide solutions. After receiving the projector, the unit was not defective and produces 2000 lumens of light power as presented by Raztech. We can conclude based upon the aforenoted information the Mr. [redacted] was trying to use the projector in the sun at high angles; that is why it did not work out for him (misapplication of product). RazTech provides extensive email and phone consulting to customers to help however, Mr. [redacted] did not ask for help and did not ask for any solutions, he simply demanded a full refund, damage the projector, and threated RazTech with Revdex.com, charge back, social media, and written/verbal bulling.
We can provide email conversation to help you with this case. Finally, Raztech Lighting has been in business for 25 years without a single Revdex.com complaint. We are very sensitive to our customers' needs and spend extra time to make the customers happy.
Regards,
[redacted] (Lightologist)