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The unit has been packaged in the original shipping container and shipped out. It should arrive by Friday.
Note: While separating the widget from the mount the wrong set of screws were removed causing several springs to slip out of place. All parts are still there but it now requires assembly.
Hello, Mr. _____. I can't say for certain, but I think the fact that the widget is coming back in pieces may cause problems with exchanging the unit for a new one, as they may say the unit was tampered with, voiding any warranty, and will only take it in for repair. I don't know this for certain, but did want to give you a heads up.
That is unfortunate. I had high hopes for this product and am becoming decreasingly more disappointed with it. It is now costing me time and money to ship a defective product. It was disassembled only to be shipped back. In the future I WILL be extremely hesitant to deal with both Acme Widget and internet merchants selling products that cannot be inspected for quality first hand.
Hello, Mr. _____. I wanted to let you know that the widget came back this afternoon. We're going to photograph it and send the photos to Acme to see what they say about an exchange. That could take a couple of days.
When I emailed you earlier, I didn't say it was a certainty that Acme would reject the widget because it was in pieces. I just wanted to alert you to that possibility. I cannot think of one manufacturer or retailer who would exchange an item after it had been taken apart and shipped back disassembled. I'm curious as to what you thought you might find by disassembling it.
If it had not been disassembled, we would be sending you another one this minute.
As for the shipping cost, we will reimburse you for that once we get this straightened out.
I'll get back to you in a few days on this.
"I'm curious as to what you thought you might find by disassembling it."
Go back and thoroughly read my reply. You'll see that I did not think that it was a good idea to disassemble it. I'm sure that you were just very busy and overlooked that part which is not really a problem. I too was very busy and trying to get several things done when I accidentally removed the wrong set of screws. If that is considered tampering then so be it. Examine the parts and I'm sure that it will be quite clear that no part was cut, heated, scratched, bent, stretched, or modified in any other conceivable way. They are exactly as they came off the assembly line (obviously defective to begin with) and should be able to be reassembled in the same condition it was shipped.
He bought a fairly pricey widget two weeks ago, and thought it was defective.
It was disassembled only to be shipped back.
Talk to your supplier and try and put the bite on them to fund a replacement, or, if you have to, go 50/50 with the supplier. Probably won't cost you much in the long run. And you'll sleep a little better - and so will we *_*