This just keeps getting better. Go back and read my last post if you haven’t been following the story.
Here’s the latest email string:
Dear Frank …,
Thank you for your reply.
I apologize that the store did not do the inspection on the Topaz ring. Even though it is not covered under the Lifetime Diamond guarantee we still prefer to offer inspections for preventative measures. We only have two warranties, the Diamond guarantee I mentioned on the last email and the Extended Service Plan (ESP). The ESP covers the metal of the item such as bands, prongs, and chains. If the Topaz ring had the ESP then it would cover repair issues to the metal but not the stone itself. After the replacement was done on her ring, there would still have not been a warranty to offer for coverage.
The bracelet is currently being worked on at shop 8399. If you have another issue within the next few months we can look at a possible exchange under your ESP that is on the bracelet.
If you have any other questions or concerns, please let us know how we can help you. For immediate assistance, please contact us by phone at 1-800-…
What the FUCK?! I get protecting your company, but this is a complete pass-the-buck scenario! I see the in-store customer service carries over into the corporate office as well! Of course I wouldn’t post that first one without a witty reply:
I don’t want to be difficult, but at this point, “If you have another issue within the next few months” is not acceptable. We have had the bracelet in 4 times now for the same repair. I expect a full refund for the bracelet, I can provide the original receipt if necessary. The total was $… I am NOT negotiable on this. It’s just plain, basic customer service.
The Topaz ring and the diamond ring with the missing diamond (photo attached), the store associate telling us that “the warranty was returned”, and then keeping the only paperwork we had since it was “no good for that ring”. I can assure you that we never “returned” anything, the diamond ring was a gift from my grandmother. The topaz ring, as I mentioned earlier, was a gift from her father. They’re probably $100 each, and I imagine the warranty would be worth what, maybe $20? I decided to include these stories in my original email because this is about customer service and standing behind the product you sell. I expect a reinstatement of the warranty on the diamond ring, and the repair work to be covered. I am not negotiable on this either.
I think I’ve gone way above and beyond here just turning the other cheek on the topaz ring, looking past the misrepresentation of the Kay warranty by the local store, the completely failed local customer service after the fact, and having to take this up with the corporate office on my own time.
I can’t help but feel like anything I buy with Kay, regardless of cost, will be completely ignored from a customer service standpoint if I lose the receipt, spill coffee on the warranty card or just forget to bring my papers with me. This is unacceptable for a customer who has purchased a single item, and certainly more so for someone like me who has many purchases spanning over multiple years.
Do your company a favor and forward this email to your management. Don’t respond to me with another “we’ll see, if it breaks again”. And don’t lose a loyal customer over a few hundred dollars.