Zephyr

Initial Business Response /* (1000, 11, 2015/01/21) */
Revdex.com,
We received a call from Mr. [redacted] on Dec 8th. Our Service Manager handled the call and initiated procedure in regards to his issue with our product photography which can be found on our website...

(http://zephyronline.com/products/arc/horizon_wall).
Our Service Manager followed the proper protocols and discussed with him the following:
- The picture is intended to represent what the product may look like in a kitchen environment.
- We realize that a picture cannot give all the needed information; so actual product specifications (includes the same product picture) and manuals (files attached) are easily found on our website for the consumer and/or installer for their review to ensure the product will accommodate their specific installation and to clarify any possible concerns they may have prior to any design work or installations to avoid such issues at a later time.
- Our site also includes our contact information on the website to allow direct conversations with our customer service team to further address and clarify any additional concerns a customer may have prior to purchase.
Mr. [redacted] wasn't very receptive to our Service Manager's comments; Mr. [redacted] focused primarily on what we would do to have the product installed to look just like the picture. The Service Manager asked Mr. [redacted] to email a picture (file attached) of the installation and told him she would discuss this issue with her supervisor and get back to him.
The Service Manager did call Mr. [redacted] back twice on the same day as his original call, and left him a voice message follow-up. In that voice message she indicated that there's not much we can do in regards to his question of showing him how to install the product to show a thinner side, which could not be done as noted in our installation manuals. She did offer to return the hood, to the purchase location, for a full refund and offered to assist in helping to get the return done. We have not heard back from Mr. [redacted] since December 8th.
This product has been available with the same images and supporting documents since 2007. We have never come across any concerns in regards to our pictures with any of our products.
As a side note; I apologize for not responding back on Dec 11th; I have spoken to [redacted] from your office and since have had all contact information at Zephyr updated to my attention; she now also has my email address.
I thank you for your assistance on this matter and please do not hesitate to contact me directly if you may have additional questions or concerns.
Kind Regards,
[redacted]
VP of Operations