Quote:
Originally Posted by SparkyRnD
I'll give the full story on this one. We made the radiator and had the mounts in the incorrect spot. We also missed adding the steam port, which we discussed with the customer. Per our company policies we were building them a replacement, but the customer was unhappy and wasn't willing to accept a replacement. We gave them a refund minus shipping. The full product price was refunded, even though that wasn't part of the terms & conditions the customer had agreed to when purchasing.
If you do some searching, you will see that over the last 5+ years, and thousands of radiators sold, that there have been maybe 4 or 5 instances where there were mistakes and / or the customer wasn't satisfied, and in each case, we refunded the purchase price. We strive to make the best product we can, and in a few cases, we fell short of that goal. When we do make mistakes, we make replacements and send to the customer at our expense. It's unfortunate that we weren't able to get Steven a product he was happy with, but we do have a very good reputation and always look for ways to improve. You can also see on this forum that we have satisfied customers and that the radiators do fit properly.
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I have a record of emails that spell a different story.
I would have been more than happy with a replacement. In fact, I originally did ask for a correct unit for my application, not a refund. I only asked for a refund after waiting 2 weeks for research into the problem, and then being told you were waiting for pictures and were not sure how much longer it would be before actual work on a replacement would begin. I was denied a refund and so I waited some more.
You offered the refund after 'working' on my original unit for 3 weeks and did not know how much longer it would be. From notifying you of the problem to the refund was almost 11 weeks.
Your radiators seem to be of good quality, just the poor customer service that I experienced soured my opinion.