Singer Safety Company

Singer Safety Company has been a manufacturer since We have never received a complaint of this typeIf our current process for packaging this product did not conform to a protective level for our products then we would have seen at a minimum complaint of this type at some pointQuality of product and packaging is and will always be a focal point in our processesIt is with out doubt the negligence of the customer who was using a knife or blade to slice open boxes and not carefully removing the tape we use to seal our boxesThe customer placed the order for this product therefore understanding that this was an soft good item and not a durable item that could be torn apart or ripped if not handled carefully. As a solution to this problem we can offer a replacement panel at a discounted price or we can also send a piece of the vinyl that acts as a facing for the insulation and the customer can either glue or tape to the ripped sectionThis is not a solution we recommend but if the customer is looking to repair rather then buy a new panel at a discounted rate then he go this routeThe customer should contact *** *** of Singer Safety at *** or (*** for the direction he would like us to take for resolving this matter Regards, *** ***General Manager

Complaint: [redacted]
I am rejecting this response because:Singer has not provided a resolution on the repair or replacement of the damaged panel. I appreciate the Singer finally responded to the complaint from a month ago and stated that they are working on a solution. However, the very...

statement that they are working on a solution means that they do not yet have a solution. While I am glad that Singer replied, I respectfully disagree with the statement "We package product in a way that makes it very apparent to where you should cut to open up a box, etc". As I stated in my initial complaint there was no identification on the outside of the box to not use a knife and there was no packing material between the top panel and the top of the cardboard package. If Singer practice is to make it very apparent, then the package we received "slipped through the cracks" because it clearly did not meet that standard since there were no instructions on the box exterior and a person with 30 years experience in Shipping and Receiving saw nothing apparent to avoid slicing the product inside. Please provide for replacement or repair of the damaged panel. 
Sincerely,
[redacted]