Dear Sirs;Although this letter is dated 8/29, we received it today, having responded to Ms. [redacted]'s rebuttal ([redacted]) yesterday.This is the text of the initial e-mail Ms. [redacted] sent on July 14, 2016 regarding one of the instruments which we initially sent her to try out in late April and which she agreed to purchase on May 20, 2016. We received no indication from Ms. [redacted] that she was dissatisfied with the merchandise until nearly 2 months later, at which time I was teaching at a workshop out of state. I e-mailed back to say that we couldn't properly respond until I returned to the workshop at least a week later; 11 days after this e-mail, she filed her initial complaint with the Revdex.com.It is still unclear if Ms. [redacted] is contending that the 'cracks' and 'ding' happened in shipping - I have assured her that the instrument was in good condition when it was packed for return to her. Throughout the course of this dispute, Ms. [redacted] has made unsubstantiated allegations about the condition of the merchandise. She refused to return the recorders to us to evaluate. She offered to provide photographs, but never did so. Because we need to settle the account so we can pay the owners of these recorders, [redacted] eventually agreed to cover the initial repair and shipping costs, plus an equal amount to which Ms. [redacted] seemed to feel she was somehow entitled. I do not feel this is a fair and equitable solution (we will NET about $145 on this sale, having spent many times that small amount), but we cannot afford to waste more time and resources trying to please a customer who will never be happy.Today (September 1, 2016) we received finally a check from Ms. [redacted] in the amount that she negotiated with [redacted]. I hope that we can consider this matter closed.Sincerely,[redacted]
On April 15, 2016, we sent Ms. [redacted] two recorders (musical instruments) on 10 day approval. Our shop offers this service to customers who cannot make the trip to [redacted] to try out instruments in person. We sell both new and used instruments; all previously owned recorders are sold on consignment...
and are thoroughly examined and any needed repairs made before being offered for sale. Both the recorders Ms. [redacted] requested were used, one a high end hand-made recorder valued at $1700, the other an older model priced at $400. [redacted] and insurance came to $48 for a total of $2148. It is our policy to make no charge until the customer has decided whether or not to keep the recorders, so no money was charged to her credit card at that time.Ms. [redacted] subsequently discovered a crack in the more expensive of the two instruments before she had committed to purchase it (NB: the instrument did NOT have a crack when it was sent out). She was still interested in purchasing the recorder, so she returned it to us for repair. Shortly after the repaired instrument was sent back to her, I received this e-mail.> I spoke with [redacted] today...I would very much like the recorders,> and would like to pay in 2 monthly installments, if that's OK (With the credit card that I originally provided)>> Does the [redacted] recorder need to be oiled ?>> We had record dry weather last week: lots of static electricity getting in and out of the car, and "no outdoor burn" warnings on the weather radio.> I will really take good care of this recorder, since it has been through so much recently, and costs quite a lot.>> It's great that I don't have to travel anywhere to try out recorders.> Thanks to you and [redacted] and whoever else worked on this project for me.>> I really appreciated the good ideas and service!(We do not normally offer a time payment plan, but I agreed to bill her in two monthly payments). The total amount due for the two recorders, including the repair ($60) and return shipping costs ($38) was $2246; to date, we have billed only half the amount ($1123), as Ms. [redacted] is not happy with her decision and we're trying to come to an agreement.She subsequently discovered what she believes are repairs or cracks in the other instrument, which I cannot verify. I can only say that the recorders are completely examined when received for resale and that we make note of any defects or potential problems. As we had only billed about half the amount due, I offered in an email dated May 20:> I note that we have billed you thus far for only half of the amount of the [redacted] & voice flute. If you wish to return the [redacted], we would be happy to accept it back for a full refund.As a rule, woodwind makers never offer a guarantee against cracking. No matter how careful a maker is, dry weather, rapid changes of temperature/humidity, careless handling, etc. can all conspire to cause even what appears to be a stable piece of wood to crack. We are happy to repair these problems, but cannot afford to do so without compensation for our time and work.We would be more than happy to refund Ms. [redacted] $977, the total amount that she has already been billed less the cost of the repair ($60) and the initial (April 15 - $48) and return (May 3 - $38) postage charges, once we have received the two recorders back. Please note that to date we have been paid for only half the total owed. I have made this offer by e-mail and tried unsuccessfully to reach her by telephone (neither of the phone numbers I have for her will accept a voice mail message).Sincerely,[redacted]
Dear [redacted];PS: I understand that you have spoken with my young colleague [redacted] and that the situation has further changed from the e-mail you wrote below, to which I had begun a response. It is my understanding that you:• have refused to pay the outstanding balance of $1123• refuse to return the merchandise for which you have NOT YET PAID unless we agree to either pay your postage costs or drive to Vermont and collect it in personPlease return the voice flute IMMEDIATELY. Once we have the recorder in hand we will refund you the balance of the monies which you have paid thus far ($1123) less the cost of the [redacted] alto recorder which you are keeping ($400), the original shipping charge ($48), the cost of repairing the crack it sustained while in your possession ($60) and the return shipping following that initial repair ($38), for a total refund of $1123-$546 = $577.If you do not return the voice flute, we will consider it stolen and take the appropriate action to recover it.[redacted]
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[I believe the matter has been settled, after a long and contentious 'phone conversation with [redacted], who had done the initial small $60 repair to the headjoint of the instrument. On August 30th, when I called him, he agreed to accept $843 from me to close the sale, and demanded that the cheque be there for him within this week. I expect they got it today, by certified mail. This represents the $1123 which they said I owe, less the cost of 2 repairs and 2 2-way insured mailings to and from this workshop.(The first repair, which didn't hold, cost me a total of $140: $60 for the repair, plus $40 each way for postage and insurance.)It's a shame that this couldn't have ended in a more transparent and respectful way. Much of the surprising information I read about what I have done, and when I have done it appears to be inaccurate. I also disagree with what they said they asked me, or told me.More's the pity!If I were in customer service, I certainly would not behave in this way.Thanks, Revdex.com, for trying to intervene.[redacted] and [redacted] have declared that they will never do business with me again, and that's fine by me!Thanks to all for efforts to settle this.Sincerely, [redacted]
Regards,
[redacted]
Dear Sirs;Although this letter is dated 8/29, we received it today, having responded to Ms. [redacted]'s rebuttal ([redacted]) yesterday.This is the text of the initial e-mail Ms. [redacted] sent on July 14, 2016 regarding one of the instruments which we initially sent her to try out in late April and which she agreed to purchase on May 20, 2016. We received no indication from Ms. [redacted] that she was dissatisfied with the merchandise until nearly 2 months later, at which time I was teaching at a workshop out of state. I e-mailed back to say that we couldn't properly respond until I returned to the workshop at least a week later; 11 days after this e-mail, she filed her initial complaint with the Revdex.com.It is still unclear if Ms. [redacted] is contending that the 'cracks' and 'ding' happened in shipping - I have assured her that the instrument was in good condition when it was packed for return to her. Throughout the course of this dispute, Ms. [redacted] has made unsubstantiated allegations about the condition of the merchandise. She refused to return the recorders to us to evaluate. She offered to provide photographs, but never did so. Because we need to settle the account so we can pay the owners of these recorders, [redacted] eventually agreed to cover the initial repair and shipping costs, plus an equal amount to which Ms. [redacted] seemed to feel she was somehow entitled. I do not feel this is a fair and equitable solution (we will NET about $145 on this sale, having spent many times that small amount), but we cannot afford to waste more time and resources trying to please a customer who will never be happy.Today (September 1, 2016) we received finally a check from Ms. [redacted] in the amount that she negotiated with [redacted]. I hope that we can consider this matter closed.Sincerely,[redacted]
On April 15, 2016, we sent Ms. [redacted] two recorders (musical instruments) on 10 day approval. Our shop offers this service to customers who cannot make the trip to [redacted] to try out instruments in person. We sell both new and used instruments; all previously owned recorders are sold on consignment...
and are thoroughly examined and any needed repairs made before being offered for sale. Both the recorders Ms. [redacted] requested were used, one a high end hand-made recorder valued at $1700, the other an older model priced at $400. [redacted] and insurance came to $48 for a total of $2148. It is our policy to make no charge until the customer has decided whether or not to keep the recorders, so no money was charged to her credit card at that time.Ms. [redacted] subsequently discovered a crack in the more expensive of the two instruments before she had committed to purchase it (NB: the instrument did NOT have a crack when it was sent out). She was still interested in purchasing the recorder, so she returned it to us for repair. Shortly after the repaired instrument was sent back to her, I received this e-mail.> I spoke with [redacted] today...I would very much like the recorders,> and would like to pay in 2 monthly installments, if that's OK (With the credit card that I originally provided)>> Does the [redacted] recorder need to be oiled ?>> We had record dry weather last week: lots of static electricity getting in and out of the car, and "no outdoor burn" warnings on the weather radio.> I will really take good care of this recorder, since it has been through so much recently, and costs quite a lot.>> It's great that I don't have to travel anywhere to try out recorders.> Thanks to you and [redacted] and whoever else worked on this project for me.>> I really appreciated the good ideas and service!(We do not normally offer a time payment plan, but I agreed to bill her in two monthly payments). The total amount due for the two recorders, including the repair ($60) and return shipping costs ($38) was $2246; to date, we have billed only half the amount ($1123), as Ms. [redacted] is not happy with her decision and we're trying to come to an agreement.She subsequently discovered what she believes are repairs or cracks in the other instrument, which I cannot verify. I can only say that the recorders are completely examined when received for resale and that we make note of any defects or potential problems. As we had only billed about half the amount due, I offered in an email dated May 20:> I note that we have billed you thus far for only half of the amount of the [redacted] & voice flute. If you wish to return the [redacted], we would be happy to accept it back for a full refund.As a rule, woodwind makers never offer a guarantee against cracking. No matter how careful a maker is, dry weather, rapid changes of temperature/humidity, careless handling, etc. can all conspire to cause even what appears to be a stable piece of wood to crack. We are happy to repair these problems, but cannot afford to do so without compensation for our time and work.We would be more than happy to refund Ms. [redacted] $977, the total amount that she has already been billed less the cost of the repair ($60) and the initial (April 15 - $48) and return (May 3 - $38) postage charges, once we have received the two recorders back. Please note that to date we have been paid for only half the total owed. I have made this offer by e-mail and tried unsuccessfully to reach her by telephone (neither of the phone numbers I have for her will accept a voice mail message).Sincerely,[redacted]
Dear [redacted];PS: I understand that you have spoken with my young colleague [redacted] and that the situation has further changed from the e-mail you wrote below, to which I had begun a response. It is my understanding that you:• have refused to pay the outstanding balance of $1123• refuse to return the merchandise for which you have NOT YET PAID unless we agree to either pay your postage costs or drive to Vermont and collect it in personPlease return the voice flute IMMEDIATELY. Once we have the recorder in hand we will refund you the balance of the monies which you have paid thus far ($1123) less the cost of the [redacted] alto recorder which you are keeping ($400), the original shipping charge ($48), the cost of repairing the crack it sustained while in your possession ($60) and the return shipping following that initial repair ($38), for a total refund of $1123-$546 = $577.If you do not return the voice flute, we will consider it stolen and take the appropriate action to recover it.[redacted]
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[I believe the matter has been settled, after a long and contentious 'phone conversation with [redacted], who had done the initial small $60 repair to the headjoint of the instrument. On August 30th, when I called him, he agreed to accept $843 from me to close the sale, and demanded that the cheque be there for him within this week. I expect they got it today, by certified mail. This represents the $1123 which they said I owe, less the cost of 2 repairs and 2 2-way insured mailings to and from this workshop.(The first repair, which didn't hold, cost me a total of $140: $60 for the repair, plus $40 each way for postage and insurance.)It's a shame that this couldn't have ended in a more transparent and respectful way. Much of the surprising information I read about what I have done, and when I have done it appears to be inaccurate. I also disagree with what they said they asked me, or told me.More's the pity!If I were in customer service, I certainly would not behave in this way.Thanks, Revdex.com, for trying to intervene.[redacted] and [redacted] have declared that they will never do business with me again, and that's fine by me!Thanks to all for efforts to settle this.Sincerely, [redacted]
Regards,
[redacted]