Complaint Review: Smart Tint - Will Sharp

I personally had a bad experience with this company.

I am an electronic's engineer with a home theatre business. I have had request for electronic film a number of times and have in the past brought in external fitters for this.

I had a smaller install which required a single sheet of film and decided to try smart film. Disaster.

I placed an order and received it without a hitch. It unfortunately, the job itself took 4 months before it was ready to install the product.

Upon arrival of Smart Film's product I checked out the product as is the guideline with the warranty. It appeared to function as I would expect. rather naively I discovered that I may not have inspected the produce quite well enough. For startes the film is relatively thick, Much thicker than you might expect something using the term "film" to be. No problem at all, however the smart film product has protective "films" (- actual film) on either side of it... one to protect the lightly adhesive side, and one to protect the finish side. The film on the protected side was wrinkled and whilst I applied power and gave the film a once over I either didn't inspect it well enough, or my problem arose later during the incredibly light handling of the film during my attempted install.

Upon installation it went fairly well, however as I got to the end of the piece, I noticed the two layers that make up the "smart" film product coming apart. This appeared visually a little like a cracked calculator screen when power was applied. This portion didn't clear right and was milky in appearance.

I contatced the original sales person "John Adams" and asked whether this could be a product of something i had done. I was concerned that perhaps there could be a manufacturing issue, or something the company would consider unusual.

I received a reply from Will Sharp who works in the company's "Operations" desk. Wiliaml asked for photos which I promptly provided before he replied with a fairly short email with words to the effect of "yup, it's broken, but buy another with a few hundred bucks off"

...No reply to my question of how this could have happened given the fact that I'd barely touched the film, no acknowledgement.

William is clearly not great at PR or customer relations.

I replied suggesting that which I appreciated the offer of buying more with whatever his discount was (20% or thereabouts) I was concerned that the fault was not something I had caused. I asked whether it could be a manufacturing issue.

I waited 4 days and no reply before I nudged him saying that I was surprised he hadn't bothered to have the courtesy to reply. I said I was surprised that he hadn't gone to any lengths to ensure to me that should I place an order for a replacement it would not fail like the first unit.

I promptly received another email saying that on the basis I had found no damage on the original delivery when inspected it was clearly my fault.

Its fascinating how badly wrong companies get it when it comes to dealing with customers. Had I felt less patronised, and more supported as a customer who had spent good money on a product that had not delivered - Irrespective of ultimate fault, I may have considered buying a new piece of film from this comany. Given that Will Sharp at "Smart Film" was entirely unsympathetic, it goes without saying that I will not be ordering another piece of film from them.