Yops & Wilkie, Architects

Sir or Madam,I contacted Mr. [redacted] on Monday March 14, 2016 to discuss his letter to the Revdex.com as well as to follow up on some communication between him and our Dealer Services department. The situation, it would seem, does indeed stem from product that we sent Mr. [redacted] that wasn't properly...

produced. There was a flaw on some of the corners and/or edges of the product. Because of his situation with his client, our customer pressed all of  the transfers on to garments, despite there being a flaw. When this type of situation occurs we generally will replace the product without a second thought. But because garments are the one part of the process we cannot interact with, we don't generally credit for the garments. There were several points of contact between Mr. [redacted] and our Dealer Services department in which we discussed garment credits and our policy regarding them.Because we couldn't offer him credit for the garments, he requested the transfers to be reproduced AND for a full credit to be issued. Under normal circumstances we wouldn't do both of these things, but one or the other. One of our Coordinators began speaking the customer regarding this request. Unfortunately during this process she became extremely ill and was out of the office for two days. When I received Mr. [redacted]'s note via the Revdex.com, I stepped in and offered him what he was asking for: a full reprint of the order at no cost, plus a credit in full for the original order. I apologized for the length of time in which the situation had been going on and that it hadn't been solved to his liking sooner - it's certainly not our goal to represent ourselves that way. We handled the situation immediately at that point and he voiced his satisfaction with our settlement.Thank you,Andy C[redacted]Dealer Services Manager