Reply from GiftedTouch.comJun 20, 2017
We have literally sold hundreds of the model of table in question in this review. This is the first time that any of them had this issue that the customer mentions. Its is one of our most popular products. Sometimes during shipment the table can be damaged and that can cause the issue they report. However, their report is extremely overstated in the review. The customer sent us videos where we could hear the issue they're referencing. It was not non-stop, but extremely occasional, occurring only at certain points. Also, the volume of the sound was extremely low. Nonetheless, we took the concern from this customer seriously from the beginning, which is other than what is reported above.
We sent service technicians out twice to help them. Well before they threatened to charge back their card, so that, again, is inaccurate.
We offered to give the customer full value for their table toward an upgrade— And that we would pay for both the shipment of the new table, and the return shipment of the old table— but the customer refused to agree to acknowledge their agreement to our store policies, and then chose not to complete that deal. This made us start to wonder how it was going to go.
Then the customer agreed on the phone with us for an even exchange for a replacement with a new table of the same type, but again demanded that we offer more to them than we had agreed to, and then our policies state.
It is unfortunate when communication breaks down. We do believe that the customer's account of the history of this situation leaves out significant relevant details. We do not know if we were dealing with Mira, or her employee, at any given time, as they used a variety of email accounts and sent unsigned emails, so we never knew if all of the information we were sending was being communicated in full to the correct person/people. That said, we did our best to handle this responsibly and professionally, and we offered a variety of above and beyond solutions,.
Ultimately after the customer insisted that we go outside of what we had verbally offered, they had verbally agreed to , and what our policies state very clearly on our website, and then escalated by threatening legal action (not mentioned in their 'review'), we had to seek legal counsel, and adjust our response to protect our company and its reputation.
Not every situation in business, or in life works out perfectly .And we accept that this is true. We don't always get it right at first. We're a company run by humans. Caring humans, but we're people. And we're not perfect. Neither is everything you ever purchase. We know that. And we tried hard to satisfy this customer. When they attempted to change the rules in the middle of the situation that was a red flag for us, that perhaps the solution wouldn't be as easy. We don't always get it right at first, but we do always work our hardest to get it right in the end. We do the best we can do.
Our Email Reply to this customer was sent as follows:
Mira and Courtney,
I understand your eagerness to solve this, and we share that concern with you.
I was traveling at the end of last week, and then came down with food poisoning and have been out of commission for a few days.
That said, things have gone to a new level with this threat that we've received from you now [to take this to court], and that makes me uncomfortable.
The other thing that I'm uncomfortable is the underlying issue that you're making out of the terms of the warranty.
This is for two reasons:
1. As per our warranties and policies statement posted on our website, "GIFTEDTOUCH.COM Inc., and the companies whose goods are sold through GiftedTouch.com, reserve the right to repair or replace any item covered by warranty, at the discretion of said vendor(s) and/or GiftedTouch.com Inc."
2. You and I discussed on the phone together two times last week what the warranty would be on a swap-out, versus an upgrade, and that the upgrade to a more expensive table, where your company would just pay the difference in costs between models, and we would cover the shipping in both directions, would come with a new warranty. And that the swap-out of like for like [though a brand new table], would come with the continuation of the original warranty from the original purchase date. This is standard warranty best practices that we see in all warranty policies. Repair or replace at seller's discretion. After acknowledging that distinction with me on the phone, it is my understanding that you are insisting that we provide a new warranty "reset" on our offer to swap out the table that you have. We have never offered this, it's not consistent with our policies, and we're unable to offer that.
GiftedTouch.com has acted in good faith to troubleshoot and repair your current table. We sent a technician out two times to fix the problem, and you were unsatisfied with the outcome. I did mention to you that we believe that there are parts we could send out to replace that would solve the problem, but that we'd rather have just swapped the table.
Now that you've decided to send back the table, we will accept that offer. We agree that it may be best for us to part ways.
You will need to have it crated properly by having put on a 60" pallet , and then palletized with appropriate cartoning and crating.
We suggest this company for crating because it has to be done right, and they know what they're doing: https://www.cratersandfreighterstampa.com/request-for-quote/
If you want to let us know when it's ready for pickup , we can arrange the return freight for less than you would be able to.
Your refund would follow our standard procedures for refunds of goods with requests to return after the 7 day return period.
[specific financial details have been omitted from this public posting for privacy reasons]
Please reply to confirm
Thank you so much. . Jeff
