Response:We are very concerned about serving our customers and always striving for the best customer service when they purchased a paint protection film kit from us [redacted] purchased a paint protection film kit from our eBay store on April 8th, and sent it back to us months after the original purchased dateHe shipped the kit back to us on September 8th, without any prior communication with usWhen we received the kit back we found that the paint protection film was not defective but had been damaged during shippingWe communicated this with the [redacted] and stated that we would need his assistance to file an insurance claim with the insurance company Shipsurance We filed a claim, but Shipsurance denied our claim because the insurance policy had expired because too much time had passed from the date of delivery of the kit and filing of the claim (days) Shipsurance states that the buyer must notify the seller of the damage within days of receiving the item and the seller must file the claim with Shipsurance within the first days of delivery to the buyerOur eBay listing stated that we will replace all defective items, the buyer is to report the defect and/or damage to us within (seven) days of receiving the kit, the buyer should contact us prior to shipping the item back to us, and we do not offer any warranties ( [redacted] ***) Even though we have a day requirement for reporting defective/damaged items we would have worked with [redacted] to replace the damaged item up until the day Shipsurance cutoff date If [redacted] would have contacted us within the first days we would have instructed him to not ship the damaged kit back to usWe would have sent him a replacement kit once we filed an insurance claimWe do not require the buyers to take their paint protection kit to a 3M certified installer within (seven) days after delivery We do recommend that if a buyer is going to have the kit installed by a professional that they seek the help of a 3M certified installer so they will have benefit of an installer that has been trained by 3M corporation on the proper procedures to install the kit and that installer at their discretion can issue the buyer a year warranty [redacted] backed by 3M corporation*Please note that 3M’s warranty for paint protection film is only valid when the 3M Paint Protection film is installed on the vehicle by a 3M Certified Installer ( [redacted] for 3M's Warranty terms) and would not be applicable to any damage to the product which occurred during shipping Sincerely, [redacted]
Response:We are very concerned about serving our customers and always striving for the best customer service when they purchased a paint protection film kit from us. [redacted] purchased a paint protection film kit from our eBay store on April 8th, 2015 and sent it back to us 6 months...
after the original purchased date. He shipped the kit back to us on September 8th, 2015 without any prior communication with us. When we received the kit back we found that the paint protection film was not defective but had been damaged during shipping. We communicated this with the [redacted] and stated that we would need his assistance to file an insurance claim with the insurance company Shipsurance. We filed a claim, but Shipsurance denied our claim because the insurance policy had expired because too much time had passed from the date of delivery of the kit and filing of the claim (15 days). Shipsurance states that the buyer must notify the seller of the damage within 15 days of receiving the item and the seller must file the claim with Shipsurance within the first 15 days of delivery to the buyer. Our eBay listing stated that we will replace all defective items, the buyer is to report the defect and/or damage to us within 7 (seven) days of receiving the kit, the buyer should contact us prior to shipping the item back to us, and we do not offer any warranties ([redacted]). Even though we have a 7 day requirement for reporting defective/damaged items we would have worked with [redacted] to replace the damaged item up until the 15 day Shipsurance cutoff date. If [redacted] would have contacted us within the first 15 days we would have instructed him to not ship the damaged kit back to us. We would have sent him a replacement kit once we filed an insurance claim. We do not require the buyers to take their paint protection kit to a 3M certified installer within 7 (seven) days after delivery. We do recommend that if a buyer is going to have the kit installed by a professional that they seek the help of a 3M certified installer so they will have benefit of an installer that has been trained by 3M corporation on the proper procedures to install the kit and that installer at their discretion can issue the buyer a 5 year warranty* backed by 3M corporation. *Please note that 3M’s warranty for paint protection film is only valid when the 3M Paint Protection film is installed on the vehicle by a 3M Certified Installer ([redacted] for 3M's Warranty terms) and would not be applicable to any damage to the product which occurred during shipping. Sincerely,[redacted]
[redacted]
[redacted]
[redacted]
I am rejecting this response because: I have acknowledged the fact that the paint protection kit sat in my garage for several months untouched. Some of the seller's response is accurate but sheds no new light. Included are examples of the ridiculous restrictions placed upon eBay buyers e.g., buyer has seven days to contact seller if there is a problem, must ask for permission before shipping a defective product back. There are No Refunds, No exchanges, and you must provide seller with proof that the installation was done by a certified 3M installer (N/A). There are not such restriction in 3M's 5 year warrany except for the reference to installation by a certified 3M shop which does not apply in this case. While seller's eBay rules may stand legal scrutiny, I am questioning seller's ethical standard and unwillingness to stand by its product. After a local 3M Certified Installer examined the kit, I was told the film was obviously damaged during manufacture, NOT during shipment. Seller should have inspected the product before it was shipped. That same day, I shipped the film back to seller in the same exact condition it was received using the same materials seller used to ship. A letter was included inside the package. The package was shipped insured for $309, certified with tracking number (without seller's permission). Seller never even had the courtesy to respond to my letter, kept the defective shield, kept the money, and never offered a good faith solution. Only after I filled a complaint a month later, and made a personal call, did seller make any attempt to respond to my letter. When we first spoke, seller stated that he had never received the package, he had never seen the letter and he would do some reserach. After I provide additional details (e.g., USPS tracking number) seller's response was: " I wish you had called me earlier," and "To get your money back you will have to help me file an insurance claim. This kit was obviously damaged during shippment." According to the local install shop, these are their arguments against the "damaged during shipment" theory. 1) Perfectly shapped arrows one quarter of an inch in diameter, spaced exactly four inches appart were cut into the entire leght of the roll. 2) The cuts followed a straight line along the entire lenth of the roll (aprox. seven feet). 3) The damage pattern of arrows ran parallel to the top line of the sheet across the horizontal plane approx 2 feet from the top. 3) There were no signs that the roll had been punctured, folder, bent, or allowed to roll-around inside the container. Here is a decription of the way the kit was shipped: a) the outside of the triangular-shapped box showed no damage whatsoever. b) the roll inside the box was wrapped inside a protective plastic sleeve; the ends & the middle of the roll were securely taped-down. c) the roll covered in plastic was firmly wedged inside the box wih packaging material and kept from rolling around inside the shipping container. 3M enjoys a reputation for excellent customer support and quality products. In contrast, this seller associates its products and services with a reputable brand name, however, it does not stand by its product, makes disingenious claims about quality control, takes full advantage of eBay's lax seller rules, makes it nearly impossible to get a refund or a replacement, expects customers to collaborate in the filling of false claims, and simply ignores customer communication. In our last conversation between seller and me two weeks ago, I was told to "be reasonable." I was offered a partial refund of an undefined amount. I asked for a replacement, instead. Seller hung up. It is emminently clear I am never going to see a replacement and I will not accept a partial refund. At this point I want my complaint to serve other consummers, and help them avoid this nightmare. Kind Regards, [redacted]
Response:We are very concerned about serving our customers and always striving for the best customer service when they purchased a paint protection film kit from us [redacted] purchased a paint protection film kit from our eBay store on April 8th, and sent it back to us months after the original purchased dateHe shipped the kit back to us on September 8th, without any prior communication with usWhen we received the kit back we found that the paint protection film was not defective but had been damaged during shippingWe communicated this with the [redacted] and stated that we would need his assistance to file an insurance claim with the insurance company Shipsurance We filed a claim, but Shipsurance denied our claim because the insurance policy had expired because too much time had passed from the date of delivery of the kit and filing of the claim (days) Shipsurance states that the buyer must notify the seller of the damage within days of receiving the item and the seller must file the claim with Shipsurance within the first days of delivery to the buyerOur eBay listing stated that we will replace all defective items, the buyer is to report the defect and/or damage to us within (seven) days of receiving the kit, the buyer should contact us prior to shipping the item back to us, and we do not offer any warranties ( [redacted] ***) Even though we have a day requirement for reporting defective/damaged items we would have worked with [redacted] to replace the damaged item up until the day Shipsurance cutoff date If [redacted] would have contacted us within the first days we would have instructed him to not ship the damaged kit back to usWe would have sent him a replacement kit once we filed an insurance claimWe do not require the buyers to take their paint protection kit to a 3M certified installer within (seven) days after delivery We do recommend that if a buyer is going to have the kit installed by a professional that they seek the help of a 3M certified installer so they will have benefit of an installer that has been trained by 3M corporation on the proper procedures to install the kit and that installer at their discretion can issue the buyer a year warranty [redacted] backed by 3M corporation*Please note that 3M’s warranty for paint protection film is only valid when the 3M Paint Protection film is installed on the vehicle by a 3M Certified Installer ( [redacted] for 3M's Warranty terms) and would not be applicable to any damage to the product which occurred during shipping Sincerely, [redacted]
Response:We are very concerned about serving our customers and always striving for the best customer service when they purchased a paint protection film kit from us. [redacted] purchased a paint protection film kit from our eBay store on April 8th, 2015 and sent it back to us 6 months...
after the original purchased date. He shipped the kit back to us on September 8th, 2015 without any prior communication with us. When we received the kit back we found that the paint protection film was not defective but had been damaged during shipping. We communicated this with the [redacted] and stated that we would need his assistance to file an insurance claim with the insurance company Shipsurance. We filed a claim, but Shipsurance denied our claim because the insurance policy had expired because too much time had passed from the date of delivery of the kit and filing of the claim (15 days). Shipsurance states that the buyer must notify the seller of the damage within 15 days of receiving the item and the seller must file the claim with Shipsurance within the first 15 days of delivery to the buyer. Our eBay listing stated that we will replace all defective items, the buyer is to report the defect and/or damage to us within 7 (seven) days of receiving the kit, the buyer should contact us prior to shipping the item back to us, and we do not offer any warranties ([redacted]). Even though we have a 7 day requirement for reporting defective/damaged items we would have worked with [redacted] to replace the damaged item up until the 15 day Shipsurance cutoff date. If [redacted] would have contacted us within the first 15 days we would have instructed him to not ship the damaged kit back to us. We would have sent him a replacement kit once we filed an insurance claim. We do not require the buyers to take their paint protection kit to a 3M certified installer within 7 (seven) days after delivery. We do recommend that if a buyer is going to have the kit installed by a professional that they seek the help of a 3M certified installer so they will have benefit of an installer that has been trained by 3M corporation on the proper procedures to install the kit and that installer at their discretion can issue the buyer a 5 year warranty* backed by 3M corporation. *Please note that 3M’s warranty for paint protection film is only valid when the 3M Paint Protection film is installed on the vehicle by a 3M Certified Installer ([redacted] for 3M's Warranty terms) and would not be applicable to any damage to the product which occurred during shipping. Sincerely,[redacted]
[redacted]
[redacted]
[redacted]
I am rejecting this response because: I have acknowledged the fact that the paint protection kit sat in my garage for several months untouched. Some of the seller's response is accurate but sheds no new light. Included are examples of the ridiculous restrictions placed upon eBay buyers e.g., buyer has seven days to contact seller if there is a problem, must ask for permission before shipping a defective product back. There are No Refunds, No exchanges, and you must provide seller with proof that the installation was done by a certified 3M installer (N/A). There are not such restriction in 3M's 5 year warrany except for the reference to installation by a certified 3M shop which does not apply in this case. While seller's eBay rules may stand legal scrutiny, I am questioning seller's ethical standard and unwillingness to stand by its product. After a local 3M Certified Installer examined the kit, I was told the film was obviously damaged during manufacture, NOT during shipment. Seller should have inspected the product before it was shipped. That same day, I shipped the film back to seller in the same exact condition it was received using the same materials seller used to ship. A letter was included inside the package. The package was shipped insured for $309, certified with tracking number (without seller's permission). Seller never even had the courtesy to respond to my letter, kept the defective shield, kept the money, and never offered a good faith solution. Only after I filled a complaint a month later, and made a personal call, did seller make any attempt to respond to my letter. When we first spoke, seller stated that he had never received the package, he had never seen the letter and he would do some reserach. After I provide additional details (e.g., USPS tracking number) seller's response was: " I wish you had called me earlier," and "To get your money back you will have to help me file an insurance claim. This kit was obviously damaged during shippment." According to the local install shop, these are their arguments against the "damaged during shipment" theory. 1) Perfectly shapped arrows one quarter of an inch in diameter, spaced exactly four inches appart were cut into the entire leght of the roll. 2) The cuts followed a straight line along the entire lenth of the roll (aprox. seven feet). 3) The damage pattern of arrows ran parallel to the top line of the sheet across the horizontal plane approx 2 feet from the top. 3) There were no signs that the roll had been punctured, folder, bent, or allowed to roll-around inside the container. Here is a decription of the way the kit was shipped: a) the outside of the triangular-shapped box showed no damage whatsoever. b) the roll inside the box was wrapped inside a protective plastic sleeve; the ends & the middle of the roll were securely taped-down. c) the roll covered in plastic was firmly wedged inside the box wih packaging material and kept from rolling around inside the shipping container. 3M enjoys a reputation for excellent customer support and quality products. In contrast, this seller associates its products and services with a reputable brand name, however, it does not stand by its product, makes disingenious claims about quality control, takes full advantage of eBay's lax seller rules, makes it nearly impossible to get a refund or a replacement, expects customers to collaborate in the filling of false claims, and simply ignores customer communication. In our last conversation between seller and me two weeks ago, I was told to "be reasonable." I was offered a partial refund of an undefined amount. I asked for a replacement, instead. Seller hung up. It is emminently clear I am never going to see a replacement and I will not accept a partial refund. At this point I want my complaint to serve other consummers, and help them avoid this nightmare. Kind Regards, [redacted]