Skylar Designs

Dear Revdex.com,
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I apologize for the delay in getting this email to youI wanted to make sure I had collected all the documents and information that we had discussed in our phone call regarding this complaintBelow is a description of the situation/complaint from *** *** ***? re:
*** ***Please feel free contact me with any questions you may have regarding this
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*** *** *** purchased a PTO clutch from *** *** on November 1, 2017.? The clutch was delivered on November 3rd by UPS with no damage noted at delivery.? On November 7th, the customer called and reported that the clutch did not spin properly when installed.? The Customer Service Representative that he spoke with explained that the warranty on the clutch is offered by the manufacturer, and that we would send a prepaid label to return it via UPS and, upon receipt, we will request an RMA to return it to the vendor for evaluation.? At this time, he expressed that he was not happy about this process and that if denied he would go ballistic.?
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The PTO clutch was returned to our Novi, MI location on November 13th, 2017.? The PTO clutch was shipped from our facility on November 14th and delivered to the vendor on November 15th.? On November 16th, we were notified by the vendor that the warranty was denied due to visible evidence of a side impact that resulted in a flat area that prevents the field from spinning freely in the assembly.? On November 20th, a letter was written and mailed to notify *** *** *** that we would not be able to credit the PTO clutchThe letter explained that the cause of failure identified was not due to a manufacturing defectThe customer was given the opportunity to have the clutch returned to him.?
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On December 15th, Tom, from *** *** ***, called in regarding the returned PTO clutchOur Customer Service Representative explained the reason for the denial, offered to send him pictures that we had taken of the clutch showing the visible damage to the clutch, and offered to return the clutch to *** *** ***.? He was not pleased that we would not credit him for the clutch and declined the offer to return it and send the pictures via email.?
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On February 1st, *** called and again expressed his frustration with the PTO clutch claim being denied.? We again explained the reason for the denial, offered to send the clutch back to him, and offered to send the pictures of it.? As he declined having the pictures sent and the PTO clutch returned, he made a statement that if we sent the PTO clutch to him, it wouldn’t be the one he returned to us.? We assured him that it is the same clutch that he returned.? He stated that he had submitted a report to the Revdex.com, that we had failed to reply to it within days, and that he planned to place a statement on ripoffreport.com and would file a lawsuitWe explained that while we understand the situation is frustrating for him we are not able to credit the PTO clutch since the failure was not the result of a manufacturing defect.?
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The Revdex.com claim was originally sent to our warehouse location and did take some time to be received in our corporate office.? Upon receipt at our corporate office, we have given he Revdex.com report prompt attention and provided this response
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I have attached all documentation for this claim:
The photos (4) of the damaged clutch
The denial letter from JThomas
The evaluation form from the vendor
Documentation of all correspondence with the customer
Please let me know if there is anything else you need from us
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Please let me know what the next steps are in resolving this issue
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Thank you!
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*** ***
Marketing Manager