Complaint Review: Bart Lawrence - Lawrence Interior Group

We are a small family owned business on eBay. We have good feedback and happy customers. We provide high quality products with fast customer service. We are good people, and I think we deserve to be treated with kindness and consideration as that is how we treat others.

I am posting information about this particular transaction because I think it is important to see how business owners act when they are on the other side of the counter. In this situation, a business owner was a customer of ours. Having experience in dealing with customers, one would think that he would be more willing to ask questions in a respectful manner rather than jumping to conclusions, being initially unreasonable, flat out demanding and clearly abrasive. Keep in mind this is the FIRST contact with us regarding his purchase. Ask yourself, is this the kind of person I want to do business with? Witness his character (MY EXPLANATION WILL BE IN CAPITAL LETTERS):



We purchased a Electronic Collar form you folks and are very disappointed.
THIS STATEMENT IS FINE, I AM CLEARLY AT THIS POINT CONCERNED AND WANT TO MAKE HIM SATISFIED.

1. It said it was for all size dogs and this thing is huge. It is so big for a 20 pound dog that I think they will behave when it is on and do what they want when it is off. They will condition for the collar not the action.
THIS IS WHERE HE DECIDES THAT HE IS AN AUTHORITY ON PAVLOVIAN THEORY AND THE LONG-TERM EFFECTIVENESS OF THE COLLAR. NOTICE THAT HE DIDN'T ASK QUESTIONS, BUT INSTEAD MAKES INCORRECT ASSUMPTIONS ON A SUBJECT THAT HE OBVIOUSLY HAS NO KNOWLEDGE OF. KEEP IN MIND THAT MANY, MANY CUSTOMERS WITH DOGS THIS SIZE ARE QUITE HAPPY WITH OUR PRODUCT, AND OUR PRODUCT IS ENDORSED BY TRAINERS AS WELL AS VETERINARIANS AND LARGELY SOLD WORLDWIDE (OUR PRODUCT AND SIMILAR). REGARDLESS, I UNDERSTAND THAT HE HAS A CONCERN EVEN IF HE DID MAKE HIMSELF LOOK IGNORANT RIGHT OUT OF THE GATE. NEEDLESS TO SAY, HIS FIRST CONCERN IS UNWARRANTED.

2. The unit will not fit on the collar. The collar is thicker than the slot on one side that it is supposed to pass through.
CONSEQUENTLY, THE COLLAR DOES FIT, AND BY DESIGN IT IS SNUG THROUGH THE SLOTS. OF COURSE, DURING A PHONE CONVERSION (BECAUSE WE NATURALLY CALLED HIM IMMEDIATELY TO DEAL WITH HIS EMAIL) HE WAS TOLD TO PULL THE COLLAR THROUGH AND WAS ABLE TO DO SO UPON OUR INSTRUCTION. HIS SECOND CONCERN IS UNWARRANTED.

3. The Transmitter was on when we received the unit and wouldn't turn off. Apparently the on/off switch doesn't work. I opened it and unplugged the battery let it sit a few seconds and the re-plugged it and now it won't turn on. Obviously this unit is defective.
AS STATED IN THE INSTRUCTIONS, WHICH HE CLEARLY DID NOT READ BEFORE SENDING OFF THIS EMAIL (HE WAS PROBABLY BUSY READING UP ON PAVLOV). LET'S RECAP WHAT WAS CLEARLY WRITTEN IN THE INSTRUCTIONS: TO TURN THE MODE LIGHT OFF, PRESS THE SOUND/ENTER BUTTON. IT DID NOT SAY PRESS THE ON/OFF BUTTON NOR DID IT SAY UNPLUG THE BATTERY. THEN, ACCORDING TO HIM, THE UNIT WOULDN'T TURN BACK ON. NO, HE JUST DIDN'T FOLLOW THE INSTRUCTIONS AGAIN. I CAN BE SURE OF THIS BECAUSE DURING THE PHONE CONVERSATION HE WAS COMPLETELY UNFAMILIAR WITH THE STEPS TO TURN THE UNIT ON. THOUGH IT IS NOT OBVIOUS TO ME THAT THE UNIT IS DEFECTIVE, WHAT IS OBVIOUS TO ME IS THAT HE DID NOT READ ANY INSTRUCTIONS. HIS THIRD CONCERN IS UNWARRANTED.

4. The unit appears to be used and wasn't sold as used it specifically states brand new in box. The directions that were sent with it don't even appear to be factory issued nor was there any warranty information with it.
THE UNIT IS BRAND NEW. THE DIRECTIONS WERE WRITTEN BY OUR COMPANY BECAUSE THE ORIGINAL INSTRUCTIONS WERE IN BROKEN ENGLISH AND CHINESE. THE WARRANTY INFORMATION IS FOUND ON THE FIRST PAGE, WHICH STATES THAT YOU WILL CONTACT US FOR ANY WARRANTY WORK. HE STATED THAT HE WANTED THE MANUFACTURER'S DIRECT CONTACT INFORMATION. NOT ONLY IS THAT PROPRIETARY INFORMATION THAT WE DON'T FREELY DIVULGE, HE WOULD NEED TO SPEAK MANDARIN CHINESE TO COMMUNICATE WITH THEM. CLEARLY HE SHOULD STICK TO THE STATED POLICY OF CONTACTING US FOR WARRANTY WORK AS WE ARE THE PROCESSOR FOR ANY WARRANTY CLAIMS. "YOU COULD GO OUT OF BUSINESS AND THEN I WOULD HAVE NOTHING". WELL, FOR ONE THING, WE HAVE BEEN IN BUSINESS LONGER THAN THE MANUFACTURER ITSELF, AND BY THE LOOKS OF OUR 8 YEARS IN BUSINESS AND OVER 1,500 POSITIVE FEEDBACK FROM CUSTOMERS ON EBAY, I WOULD SAY THAT THERE IS LITTLE CONCERN ON THAT ISSUE. I ASSURED HIM THAT HE HAD MY WORD THAT IF I COULD NOT REPAIR OR REPLACE THE DEFECTIVE ITEM WITHIN THE YEAR THAT I WOULD REFUND IT AND I WOULD GLADLY PUT THAT IN WRITING FOR HIM. THESE CONCERNS ARE UNWARRANTED.

I am requesting a pick up on this unit and either a replacement of it with a new collar shipped via priority or a full refund immediately. We have a dog that is in serious need of correction and can't wait another week to 10 days.
DISCUSSING THE ISSUES BEFORE MAKING DEMANDS WOULD HAVE BEEN A BIT MORE REASONABLE.

I am sorry to sound irritated but this is quite discouraging.
NO COMMENT


Bart Lawrence
Lawrence Interior Group
1940 View Crest Dr.
Reno, NV 89511
775-853-4182
NOW YOU KNOW WHO YOU WILL BE DOING BUSINESS WITH.

Ebayseller
St George, Utah
U.S.A.