Robert C. Douglass Construction

I am responding to complaint # [redacted] .My name is Jerry Fit [redacted] , I am the G [redacted] here at Wilson Camera and Portrait Studio My customer Dana De L [redacted] called to complain about our companies policy Our store policy as many other electronic dealers is that all sales are final, which is not only posted on a large sign on our wall but also on forms of receipts that we have the customer sign The reasons for this policy has come about because of multiple complications, some of which involve warranty documentation for the unit sold and as in this case a rebate which this customer did receive and many more issues, so our policy has always been all sales are final When I spoke to this customer and his wife they both listed the needs of what they were doing and what they were looking for, and I showed them the unit that I felt would fit the needs that they had, there was no mention of the latest and greatest in which in this case there is a different model but it did not fit the needs they listed as the different model deleted some of the features of the model I sold to them, it was also a higher price point then what they were looking for but more over not once did they mention this concern or I would have covered this with them They discuss this purchase together for some time before finally coming to a decision I also informed them at the time of purchase that they would be receiving lessons on the use of the unit they just purchased which at the time seemed very precious to them.About days later this same customer came to me telling me a different story then he reported to the Revdex.com He told me that Costco gave him a free camera and that he no longer needed the one he purchased from us Since several days have lapsed we have submitted all warranty documents to Nikon and also the rebate directly to Nikon for reimbursement for a instant rebate the customer received at the time of purchase, this camera is now a open box and/or a used camera and can no longer be resold as a new unit He got very upset with me and went outside to call his credit card company to stop payment to our company, they called me immediately to get the details, once I explained that he signed documentation that states " all sales final" next to his signature, the credit card company agreed with us and he then took to you.At no time while he was here did he mention calling Nikon to discuss other models, or we would have discussed a possible exchange I was very open and honest with both of them and was whole heartedly helping them get the wants and needs they felt important.sincerely Jerry Fi [redacted] -- Wilson Camera - Digital Lab & Portrait Studio [redacted] Scottsdale [redacted] Scottsdale, AZ 85251###-###-####Phoenix [redacted] Phoenix, AZ

I received this unit for cleaning late Friday night I explained the dust they complained about might get cleaned out with a standard camera clean but there was no guaranty it would, if I could not clean it out with this clean it would have to be sent to canon as we are not authorized for
disassembly of this level I explained that I would call once the camera was ready and that it would be some time after 1pm The next day was very busy and I did not have a chance in the morning to give this camera the attention it needed before they showed up as I was working alone that day We commonly request payment upfront for this service so we won't have so many cameras left here so long without payment If the assistant had asked we charge for the service upon completion there would have been no problem Upon cleaning of the unit we found that this dust would require disassembly which would require canon service to perform since the dust location is under a delicate focusing screen this would require more time and be a higher cost. I usually prefer to call the customer once the camera is properly cleaned so the customer does not have to wait

The facts of the matter are as follows*** *** assistant dropped off the camera for a clean which included the sensor, body and lens cleanAll of these services were performed and as can be seen by the attached cleaning ticket a note was made about the spots that he saw in the viewfinderBy the way, these dust spots on the focusing screen do not show up on imagesSpots seen on images are on the sensor, which I thoroughly cleaned! I told the assistant this and that I could only "try" to get the dust out of there with no guarantee that I wouldWith Mr*** approval to her she said, "go ahead"I also made it clear to her that it would not be ready the next day until AFTER 1:and that I would CALL THEM once it was doneMr*** did not wait for my call and decided to show up anywayI then explained to him that I cleaned the sensor, body and lens and that the internal dust on the focusing screen would have to go directly to Canon to cleanMr*** complained about his assistant to me and complained about everything and then immediately wrote a bad review on *** about usWe have concluded that there would be no resolve for this customer as services were rendered as requested and he still is not happy with any of itYou can't please everyone no matter how hard one triesNo refund is warranted

This is my rebuttal to *** response:1. I did not call to complain. I returned to the store on Monday, February 27, 2017, to return the camera*** said that I could not return the camera because he had submitted the warranty to Nikon and that makes the camera "used"The camera and accessories were not touched and remained in the original packagingHe then said that I signed the receipt that states all sales are finalHe failed to state this during the saleWhat he did say is that by me signing the receipt, I am acknowledging that I am taking the camera with me.2. Signs are posted all over the storeIf you are to visit the store, there is "stuff" all overAs a general manager, he should have strongly stated that all sales are final.3. No mention of the latest and greatestI specifically asked him if this was the latest model availableHe said, "yes"When I called Nikon the following day, I discovered that I had purchased an older model and that there was a newer model availableNikon acknowledged that the store could not register the warranty for the camera (see attachment).4. Costco gave him a free cameraI never would make a statement like thisI did tell him that I called Costco.5. Customer became upsetYes, I became upset because the products were still in the shopping bag, never removedAnd, yes, I did call my bank regarding my rightsMy bank has since reopened a redispute against Wilson Camera because of Jerry filing the warranty directly to Nikon and, that Nikon has stated that warranties must be filed directly by the consumer.6. Open and honestIf he was being open and honest with me and my wife, he would have mentioned that all sales are finalPlease note that my wife has worked retail for the past twenty plus yearsIt is always a retailers policy to clearly state to all clients that this sale is final before the sale is finalizedThe receipt is also stamped in "red" that this sale is finalWilson Camera's receipt is in black type in very small print.*** is mentioning to you that he would have been willing to do an exchangeHe never offered an exchangeHe offered nothing to attempt to accommodate meHe did nothing to make sure that I was a satisfied clientHe just said the sale is final and refused to do nothing.Dana De L***

I am responding to complaint #[redacted].My name is Jerry Fit[redacted], I am the G[redacted] here at Wilson Camera and Portrait Studio.  My customer Dana De L[redacted] called to complain about our companies policy.  Our store policy as many other electronic dealers is that all sales are final,...

which is not only posted on a large sign on our wall but also on 2 forms of receipts that we have the customer sign.  The reasons for this policy has come about because of multiple complications, some of which involve warranty documentation for the unit sold and as in this case a rebate which this customer did receive and many more issues, so our policy has always been all sales are final.  When I spoke to this customer and his wife they both listed the needs of what they were doing and what they were looking for, and I showed them the unit that I felt would fit the needs that they had, there was no mention of the latest and greatest in which in this case there is a different model but it did not fit the needs they listed as the different model deleted some of the features of the model I sold to them, it was also a higher price point then what they were looking for but more over not once did they mention this concern or I would have covered this with them.  They  discuss this purchase together for some time before finally coming to a decision.     I also informed them at the time of purchase that they would be receiving lessons on the use of the unit they just purchased which at the time seemed very precious to them.About 4 days later this same customer came to me telling me a different story then he reported to the Revdex.com.  He told me that Costco gave him a free camera and that he no longer needed the one he purchased from us.  Since several days have lapsed we have submitted all warranty documents to Nikon and also the rebate directly to Nikon for reimbursement for a instant rebate the customer received at the time of purchase, this camera is now a open box and/or a used camera and can no longer be resold as a new unit.  He got very upset with me and went outside to call his credit card company to stop payment to our company, they called me immediately to get the details, once I explained that he signed documentation that states " all sales final" next to his signature, the credit card company agreed with us and he then took to you.At no time while he was here did he mention calling Nikon to discuss other models, or we would have discussed a possible exchange.  I was very open and honest with both of them and was whole heartedly helping  them get the wants and needs they  felt important.sincerely Jerry Fi[redacted]-- Wilson Camera - Digital Lab & Portrait Studio[redacted]Scottsdale[redacted]  Scottsdale, AZ 85251###-###-####Phoenix[redacted]Phoenix, AZ 85016

This supplier failed to do the job.  We still want a refund.If Wilson Camera needed more time to clean the camera, the manager should have told my employee at the time she dropped the camera.  The manager established the pick up date and time, we did not