SET

Good morning,Thanks for your efforts to resolve problems between customer and vendorsThe named customer did purchase one of our products, the Economy version of Automatic coop doorHe did call and I talked with himI did tell him we have improved the door not because it had problems but
because any product can and should be improvedI also told him that we may replace the electronics with the improved version.When we opened the package he sent it was so fitly that no one would want to touch itWe only opened the top of the package that is the very top of the door; about inches above the bottom that chicken would walk onSurprisingly chicken dropping was there, at the very top of the door so we could just imagine how bad the rest of it would beAttached is a picture showing the very top of the door he sent usYou can clearly see chicken dropping and can see he did not use any shipping material to protect the door while the electronics are very fragile.We did not trash it; it is still here in the boxI emailed the customer that the only thing we can do is to trash it completely with the box, there is no way we can open it, clean it and fix itIt is kind of obvious what we would see in thereI also explained that we can safely assume moisture and dirt was the cause of door problemThe only thing I could do was to offer him a healthy discount that apparently made him angryMy offer is still validWe take pride in our products and do want to take care of customers.Later he called and we talked about minutesI sympathized with him and again explained the problem but he was saying this doesn't make sense to him and he either wants a full refund or a replacementI told him that I cannot refund a product that was sold almost month ago and I cannot replace itI went to the extreme and offered him 50% discount but he said there is no way he buy another product from me
Regards,
John

Good morning,Thanks for your efforts to resolve problems between customer and vendors. The named customer did purchase one of our products, the Economy version of Automatic coop door. He did call and I talked with him. I did tell him we have improved the door not because it had problems but because...

any product can and should be improved. I also told him that we may replace the electronics with the improved version.When we opened the package he sent it was so fitly that no one would want to touch it. We only opened the top of the package that is the very top of the door; about 28 inches above the bottom that chicken would walk on. Surprisingly chicken dropping was there, at the very top of the door so we could just imagine how bad the rest of it would be. Attached is a picture showing the very top of the door he sent us. You can clearly see chicken dropping and can see he did not use any shipping material to protect the door while the electronics are very fragile.We did not trash it; it is still here in the box. I emailed the customer that the only thing we can do is to trash it completely with the box, there is no way we can open it, clean it and fix it. It is kind of obvious what we would see in there. I also explained that we can safely assume moisture and dirt was the cause of door problem.The only thing I could do was to offer him a healthy discount that apparently made him angry. My offer is still valid. We take pride in our products and do want to take care of customers.Later he called and we talked about 20 minutes. I sympathized with him and again explained the problem but he was saying this doesn't make sense to him and he either wants a full refund or a replacement. I told him that I cannot refund a product that was sold almost 7 month ago and I cannot replace it. I went to the extreme and offered him 50% discount but he said there is no way he buy another product from me. Regards,John

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I had sent pictures of the door at his request while the door was still installed in the chicken house and it could clearly be seen as having manure on it. He asked m,e to return it to be repaired after having seen what it looked like. Any door installed in a chicken house is exposed to chicken manure! I have asked that he honor what he told me by repairing the door and returning it to me and he has refused to do so. I have asked that he return the door to me since I do own it and even asked that he supply replacement parts and I will make the repair if he refuses to work on it. I have yet to receive my door! This door was obviously defective as he has admitted. It was installed as directed. He refuses to repair it or return it because it has been exposed to chicken manure. This company advertises a product that will not function as designed and they will not support the product. Offering a 20% discount on another door is a joke under the circumstances. I want a full refund or a repair and return of the door I own!      
Regards,
[redacted]