stuey said:
My objection isnt returning the LB, its paying for the return. Both of my boxes had problems with the screen. I have never touched the screen with anything but the brush. Thats why I think there is some kind of design flaw. From my own point of view, when something that I have taken good care of has the same problem twice in a row, that to me suggests an underlying issue.
There are two interpretations of this situation: 1) your care and handling of the Box is excellent and Magic-Flight is distributing a faulty product, OR 2) you care and handling of the Box is faulty (despite your opinion of your own efforts), and Magic-Flight has been electing to assist you anyway, even though the real issue is no fault of our own.
Fortunately, there is a way objectively to determine which of these two interpretations is the valid one. You have made the explicit claim that you have never touched the screen with anything but the brush. As it happens, we have the right sort of lab equipment on hand that we can determine the exact truth of your claim. Furthermore, as noted previously, we have retained the option to have replaced units returned to us. Since you are arguing on a matter of principle, I think you would rightly agree that insofar as you have only paid for a single unit, you really only have title to a single unit. Any unpaid "extras" that you have on hand (functional or not) technically belong to Magic-Flight and should be returned.
As I had mentioned, I would not normally request return shipping in most trans-national sales. However in your case and given your declarations, I will make an exception and require that you contact us via email with the serial numbers of the two units we should be expecting and where they will be coming from. Via reply email, we will provide you with the appropriate return address. So that there is no ambiguity, please be sure to copy the text of this post both in your email and in the shipped package. It will also be necessary that the method you use to ship the return units is both secure (smell proof) and track-able (please send us the tracking number). Finally, we will also need to know the exact amount that you paid (USD) for shipping (please provide an image copy of the receipt).
If it is determined that your care and handling is really as good as you say (and nothing has been done to the returned Boxes to obscure these facts -- a condition we can also easily determine), we will gladly issue remittance to you for your shipping charges along with our sincere and public apology and earnest efforts to improve the design so that this does not happen to anyone again. If however, our forensic analysis determines that your claim of 'only brush has been used' is false, we will rightly determine that the issue is actually improper care and handling on your part and we will make no effort to refund your shipping charges. Furthermore, please be aware that if you elect to not contact us via email and return those two units, we will be of the opinion that you are insincere in your interest to provide awareness of a need to improve our product, and that therefore we should not continue to warranty you in the same manner you have previously been accommodated.
stuey said:
Why did you change the design to include an O ring in the bowl? Surely this was added because there was a problem.
We will always continue to make minor improvements as such becomes possible. We added the ring because we liked the way it looked and because it sets up the possibility of later product attachments. Your assumption is one of bad faith. Given that we have already acted in good faith with you twice by assuming that your claims were true without any attempt of verification, this is especially unfortunate.
-- Magic-Flight
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