sneroofing wrote:

Hello, I recently recieved an order from you (order#031208-64655,
invoice#12032683). Included in this order was a "retractable cable
lock" (cat # 1038). I removed it from the packaging, reset the
combination according to the manufacturer's instructions, opened and
closed it a few times using the new combination to assure myself it
was functioning properly, all was good.
I then decided to try it out on the bike, and proceeded to lock my
helmet to my front wheel. When I went to remove the lock, it
wouldn't come off. The number is one I've been using for many years for
similar things- so, no, I didn't forget the combination.
Only reason this is so long winded is so you will know why I had to
cut the lock off. It is now, and probably always was, garbage. I
will happily send it back to you if I can expect credit for the return,
but won't waste the postage if you're not going to honor the return. I
can see you having a problem with accepting damaged/useless goods on
return, but I saw no other alternative to cutting the damn thing off.
Please advise on how to proceed from here.


Thank you,
Tim Cone

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Tim,

Thank you for your message. I'm sorry to hear about the problems with
the lock. There have been a few problems with this product - but
they've usually occured before my customers have to resort to cutting it off the bike so that they can use their helmet! I'll happily refund the
purchase price for the lock. We have a 30-day return policy that includes the phrase, 'satisfaction guaranteed.....' If you'd like a replacement
lock, I can send one out. Please let me know how you'd like to proceed. I
apologize again for the problems with the lock. Thank you for giving
me an opportunity to resolve the problem.

Sally

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Sally,

Thank you for your prompt reply. I've no interest in replacing this lock
with the same model. The thought of it malfunctioning in a similar manner
when I don't have access the tools to remove it doesn't exactly fill me
with confidence.
Your catalog contains a similar item, a "gear lock" (#1060, pg. 060).
This is the exact same price as the retractable cable lock that malfunctioned, and I would be perfectly happy with that item as a replacment. Thank you for the great customer service, I was concerned there may be some problems after I had to destroy the lock, but you've lived up to your company's reputation for taking care of your customers. I've recommended you to many people in the past, and will continue to do so with confidence. Please let me know where you'd like me to send the damaged lock.

Thanks again,
Tim Cone

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Tim,
Thanks for the reply. I'll send out the Gear Lock on Monday. Please be
aware that it is an appreciably thicker cable than the retractable cable
lock.

Thank you again for giving me an opportunity to remedy this situation!
Let me know if I can be of other assistance.

Sally


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Sally,
Thank you again for the great service. One last thing- do you want the
original lock back? Please drop me a note with an address if you do. If I
don't hear from you sometime next week, I'll assume you don't, and into the garbage it goes.

Merry Christmas :)
Tim Cone


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Tim,

I'm gonna say 'no' to your offer to mail it back. I think purchasing is
a bit busy right now and trying to jump through the hoops to return a
defective lock would just create more work for those poor folks. Toss it
into the garbage can!

Have a great Christmas and thanks again for your patience!

Sally