I think he wants all of his money back. Why should he have to pay (even partially) for BDoP's mistake? I'd want all my money back. I would have opened up a dispute with my credit card company by now.
"Regardless of the cause we were prepared to offer you a discount (partial refund) on the shipment just for the inconvenience you experienced and even suggested a simple, proven method to alleviate the problem entirely. We never had a chance to make the offer as things spiraled out of control very quickly after that."
That quote is not in context.
This was the first offer. We said we would replace the hubs (and had planned to upgrade the freehub to ABG) and were also going to offer a discount for the scratches (even though we don't believe that were scratched when shipped).
From Timothy's email 07 Aug:
"Regarding the hubs, if you are concerned about the beveling please return them to us at the address listed below. We will inspect them and either return or replace them based on what we see in person.
If we warranty one or both hubs we will refund the shipping charges to you. If they are considered within spec we will return the hubs to you at our expense.".
"Customer" 07 Aug:
"In the meantime, given the totality of the condition of this wheelset & the difficulty of resolving issues I would like to officially ask for a full & immediate refund.
Timothy, I’m asking that you forward this & all of our correspondence to Bob Dopolina so I can be assured he is aware of how his CS is representing him."
Timothy 07 Aug:
"Again, this was in an effort to address your concerns and to resolve the issues that you raised. This proposal still stands. If you would like to return the hubs for inspection we would accept them. If a defect is found the shipping charges would be refunded into your PayPal account and replacements would be sent at our expense.
Please let me know what your final decision is as I can deal with the above suggestions myself but a complete refund (minus return shipping) would need to pass through Mr Dopolina who has now been made aware of these issues and our correspondence."
"Customer" - No response
"Customer" 11 Aug:
Joins WW and starts thread.
BDop in thread 18 Aug:
"If you would like to now respond to the email we can go from there. If you would like to continue with a line by line public shaming we can also go that route but I doubt the outcomes will be the same."
"Customer" 18 Aug in email:
"There's no way I'm going to pay for return shipping on stuff that should have never gotten boxed up much less past QC. No fault on my end, it's all on yours. Nothing's changed, I'm still asking for a full & immediate refund."
BDop 18 Aug in email:
"Regarding your request for a refund, here is my view and my proposal:
Reviewing our Terms and Conditions regarding the warranty process item #5 clearly states that shipping costs will be shared. Honestly, we've never charged anyone for warranty shipping and never will. That point is there to discourage fraudulent claims. It is, however, our stated policy.
Our intended offer was a $25.00US discount on the order and immediate replacement of the hubs (with an ABG upgrade) and to cover all of the shipping costs. Although we felt that this would not restore your faith in us we felt is was a fair deal and the matter would be closed.
We never got to make the offer.
At this point I feel it best to simply cut our losses as you requested. I have authorized the following procedure and ask that you follow it:
1. Repack and ship the package to the address previously provided via EMS (USPS),
2. Scan the invoice with shipping charges and tracking number visible and send it to us (in pdf format if possible),
3. Once we receive and verify the return we will refund your purchase price plus the return shipping into your PayPal account."
"Customer" 19 Aug:
"PayPal has a dispute resolution center just for this type of circumstance.
You should be able to appreciate my concern of sending off my merchandise on a hope & prayer that I’ll be fully reimbursed in a timely manner."
"Customer" then returns to WW thread and continues posting.