Thank you for informing us in regards to our customer [redacted] Our warranty only extends to manufacture defectsIf the damage was limited to a missing screw and loose lens as she stated in her complaint we would have replaced that product at no charge to herHer sunglass was not limited to these damages but instead the frame was bent out of shape, one scratched lens that was longer installed in the framem, and the other lens missing when we received them on 11/20/These types of damages are typically considered customer causedI don’t show that she contacted us in regards to her product until 12/2/which looks to be after she submitted this complaintShe admitted via phone conversation that she was wearing them on her collar while hiking through trees when they brokeShe escalated to a supervisor and was extended an exception for a free replacement by voicemail on 12/2/We have not heard back from her but I believe this should settle her complaintPlease update me as the main contact for future complaints: [redacted] CONSUMER SERVICES SUPERVISOR
Unfortunately the Quantum in size XL in black is out of stock for the seasonI will send you a prepaid shipping label to receive the new helmet you were sent back to us, and we can keep your claim open for next season when the Quantum is back in stockYou will have the value of the Vantage helmet to apply towards a new helmetPlease refer to your original claim number rather than the new claim you created, it is easier to see all of the notes updated in one claim so there is no confusion.Thanks!
Thank you for informing us in regards to our customer [redacted] Our warranty only extends to manufacture defectsIf the damage was limited to a missing screw and loose lens as she stated in her complaint we would have replaced that product at no charge to herHer sunglass was not limited to these damages but instead the frame was bent out of shape, one scratched lens that was longer installed in the framem, and the other lens missing when we received them on 11/20/These types of damages are typically considered customer causedI don’t show that she contacted us in regards to her product until 12/2/which looks to be after she submitted this complaintShe admitted via phone conversation that she was wearing them on her collar while hiking through trees when they brokeShe escalated to a supervisor and was extended an exception for a free replacement by voicemail on 12/2/We have not heard back from her but I believe this should settle her complaintPlease update me as the main contact for future complaints: [redacted] CONSUMER SERVICES SUPERVISOR
Unfortunately the Quantum in size XL in black is out of stock for the seasonI will send you a prepaid shipping label to receive the new helmet you were sent back to us, and we can keep your claim open for next season when the Quantum is back in stockYou will have the value of the Vantage helmet to apply towards a new helmetPlease refer to your original claim number rather than the new claim you created, it is easier to see all of the notes updated in one claim so there is no confusion.Thanks!