Abstracted
hi Jon
of course i understand that it’s a bit frustating that after long time you have received the machine a bit bent.
i would like to clarify something, just because from this side there are some people that works hardly everyday and your message seems to be a sort of disqualifing of our effort and i cannot accept it.
considering our error, we have sent a proforma invoice before the shipping where the details was wrong and you said that you are thinking that it was our US warehouse which should have our name obviosly, this type of documents are also sent to check, but it’s ok.
there are several emails with tracking number and so on and of course if we ship with DHL express ¾ days the machine normally will be delivered. When you contact us again about the wrong address it was too late and we contacted immediately DHL, you have to think that we can contact DHL Italy than they contact DHL US than DHL US will reply to DHL Italy and DHL Italy contact us, so you can imagine that this sort of couminication take a bit long time due of different time zone and also the ammount of request that DHL should handle, surely they are not waiting for us.
you take care about how to contact the lady (the ex girlfrined of our customer) and you didn’t tell us anything about that, of course she told you what she want, but she forget to tell you that,
1 we contact our old customer and he said that he no longer live there due of broken relationship.
2 when we tried to contact her she replied after a couple of day saying that the machine sit there.
3 when we asked to collaborate to ship the machine to a right place she replied saying that she didn’t find the machine and want from us the proof of delivery…..
4 she refuse to give us her phone number, and only when we said that we have the proof of delivery and we will open a ticket with DHL for stolen delivery she will reply that the machine will be outside of her house ready to pick up and she will not take care about eventually damages or stolen. “very friendly”
5 when we complain about that she will agree to take the machine stored but she will be away for one week….
6 finally we was able to pick the machine asking to one of our dealer in the __US to take care the shipment because from Italy we cannot manage shipment inside of the US.
in every case it seems that Maria always replied as soon as she had some information, due of email delay for time zone and also the time to elaborate the information from DHL.
we accept credit card, wire transfer and so on just because we do not have any problem to serve our customers as much as better we can, sometimes some wrong things can happen and i suppose that from the other side our customers can empathy with us, which not in some case.
Maria told you also that if the problem was not solved we are open to ship another machine to you which means a totally more than lost profit, of course it’s our mistake and cannot be charged to our customer even if we have sent some documents with wrong information before the shipment, even the name and surname was wrong as you mentioned.
this small machine are shipped with wooden pallet, did you get the machine with small pallet? if not this is the reason of the problem of the small bending base. If you are unable to fix this problem understanding where it’s bent we will ship another machine. there are no problems. of course we cannot send a wooden set as a gift for your frustating experience, but if you find a way the way to fix this small issue we will more than happy to ship a gift as collaborative customer.
Minimize always the work of the people it’s not a good point to start, we have tons of positive feedback for our pre and after sales service and if finally you got your machine it’s a result of 2 people that works on the side to fix the problem.
my apologies for the inconvenient, of course if you want your money back we can pick up the machine no problem.
Paolo Cortese
