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Windcatcher Technology LLC Reviews (2)

Complaint: [redacted]
Dear Penn[redacted]
I am rejecting this response as it represents a number of misrepresentations. I will quote sections of Geneve N[redacted]'s reply dated 8/5/2016 and provide my response:
1. Quoted by Geneve N[redacted] on 8/5/2016:
CUSTOMER SS admits to being aware of our return policy when he chose to open and inflate BOTH air pads that he purchased.
- As stated in our policy, because BOTH pads were used by the customer, they are not eligible for a refund. - Nowhere does Windcatcher ever mention that customers are free to use the product and return it for a full refund.
My response: Please clearly note that the very first line it specifically states "inflate" BOTH air pads. In the next two bullet points this is now being construed as "used". I defer to my definition of "use" provided in my original complaint. The intended "use" of an airpad is NOT mere "inflation". Windcatcher seems to be employing those words interchangeably. A few simple examples: is the "use" of a car to "test drive" it? Is the "use" of a pair of shoes to "put it on your feet to try it for size"? Is the "use" of a new shirt to "unfold" it? The return policy states "unused condition" and any reasonable interpretation of that phrase should mean using the airpads for their intended purpose, which is camping or taking it outdoors. Not simply inflating it once.
2. Quoted by Geneve N[redacted] on 8/5/2016:
As stated in our policy, because BOTH pads were used by the customer, they are not eligible for a refund. Nowhere does Windcatcher ever mention that customers are free to use the product and return it for a full refund.
 
My response: Once again, as mentioned in #1, the words "use" and "inflate" are used interchangeably. I did not "use" the airpad. I simply "inflated" it.
3. Quoted by Geneve N[redacted] on 8/5/2016: 
CUSTOMER SS attempted to extort Windcatcher, making it clear that if we gave into his demands he would not write negative reviews on the Revdex.com and throughout the internet. 
My response: This is a really unfortunate choice of words by Windcatcher. To use the word "extort" is beyond the pale. I could say that Windcatcher tried to "extort" an eager customer who genuinely wanted to support a small business, but we don't need to do that. Can Windcatcher please explain why I would PAY $199 to buy their products, return them both, have shipping costs deducted and get refunded approximately $190 or so, if my intent was "extortion"? I would have less money than what I previously had and have no products in hand. That doesn't sound like a very clever money making scheme, so this point does not make sense at all. I was simply requesting a rightful refund for something that didn't meet my satisfaction and met the intent of the return policy. It is that simple.
4. Quoted by Geneve N[redacted] on 8/5/2016:
Candidly, CUSTOMER SS and others like him are the bane of small businesses and manufacturers everywhere. They have no regard for the losses incurred as a result of customers abusing Return Policies and online review sites like the Revdex.com for their own unjustified gains. Windcatcher has thousands of satisfied customers, including customers that needed to return products to Windcatcher. 
My response: Once again, a poor choice of words. A "bane" who has "no regard" and wants "unjustified gains". First off, as explained in #3, I would have less money that before attempting to purchase the products, as I would pay out of pocket shipping costs. So there would be no "gains" on my part, rather there would be a "loss". I am a member of various online and brick-and-mortar retailers who sell this product. Yet, I chose to buy it directly from Windcatcher in my genuine attempt to support this company and not wanting to hurt their margins by going elsewhere for the same product. This is a Portland OR company and I was very proud of that, as it's where I'm from. I suppose there's no way to prove it, but please logically consider at at the very least the genuine possibility that I only purchased this from Windcatcher directly (and not from Amazon/REI etc) in order to support this company. Running a "small business" does not make one immune from basic customer satisfaction, and that really is the essence of my complaint. 
A few final comments, and some directly to Geneve N[redacted]:
This could have been handled very differently. An offer to speak to me on the phone, a candid explanation of your situation if you were indeed incurring losses, an offer for a store credit towards any future products Windcatcher might develop, an acknowledgement of why there was confusion in your return policy and a willingness to amend it to clearly call out that "inflation" means "use".......there are so many other ways this could have been handled. I would have been more than happy to discuss a reasonable solution and continue to support a local company. Please believe that I genuinely wanted to support you directly and I'm still willing to talk through this in a calm manner and look at alternatives, in lieu of a refund. Instead, there was a curt response stating "no refund because you inflated it". Please try to put yourself in my shoes for a second. If you tried to support someone out of genuine interest and they simply turned down a request in a curt manner without a reasonable attempt to resolve, how would you feel? I'm willing to lose money on your product, but all I ask is some form of ownership and basic customer satisfaction, which unfortunately has not been exhibited yet.
If Windcatcher is willing to engage in a simple dialogue, I would gladly close this case.
I look forward to a favorable outcome for both parties.
Sincerely,
[redacted]
 
 
 
 
 
 
 
Sincerely,[redacted]

From: Geneve N[redacted] [mailto:[email protected]] Sent: Thursday, August 04, 2016 9:40 PMTo: Complaints <[email protected]>Subject: Windcatcher Technology LLC's Response to ID #: [redacted])
 
Dear [redacted]
 
 
On July 16, 2016 we were...

contacted by CUSTOMER SS, requesting a full refund for two (2) Windcatcher AirPad 2+.
CUSTOMER SS wished to return BOTH pads because they took 20 breaths to inflate and he did not find the pad to be as comfortable as he wished it to be.
According to CUSTOMER SS neither pad was defective in any way.
CUSTOMER SS admits to being aware of our return policy when he chose to open and inflate BOTH air pads that he purchased.
As stated in our policy, because BOTH pads were used by the customer, they are not eligible for a refund. 
Nowhere does Windcatcher ever mention that customers are free to use the product and return it for a full refund.
CUSTOMER SS attempted to extort Windcatcher, making it clear that if we gave into his demands he would not write negative reviews on the Revdex.com and throughout the internet. 
Windcatcher strives to satisfy our customers and we created a return policy consistent with that goal. We have laid out our return policy very clearly to avoid confusion for our customers. Here is an excerpt from our return policy posted at https://www.windcatchergear.com/pages/return-refund-policy. 
 
"To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging."
 
Consistent with our values, any returned product needs to be in a condition that would allow us to resell this product to another customer. Just as the products that CUSTOMER SS received were new and had never been inflated by another customer; our return policy and product inspection procedures ensure that every customer buying any of our products receives an unused and sanitary product.
 
Candidly, CUSTOMER SS and others like him are the bane of small businesses and manufacturers everywhere. They have no regard for the losses incurred as a result of customers abusing Return Policies and online review sites like the Revdex.com for their own unjustified gains. Windcatcher has thousands of satisfied customers, including customers that needed to return products to Windcatcher. 
 
Windcatcher stands by our return policy and the decision not to give in to CUSTOMER SS' threats.
 
Below is the email exchange between CUSTOMER SS and Windcatcher.

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Address: 36 Sutton St Apt 1L, Brooklyn, New York, United States, 11222

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