Baron23
Well-Known Member
Hello @Baron23 , thank you for your feedback. Please allow me to clarify a few things. The 1-1.5% defect rate is including all types of defects, that is why I stand by my statement that the problematic top caps or devices is very low right now. I haven't gotten around to seeing the numbers by specific defects.
The plastic is being looked into every moment our team is awake. We have performed multiple testing's ourselves and will release some videos to show the community our findings. As for the plastic turning white, we have dropped many top caps (used and unused) into different levels of Isopropyl Alcohol either directly or with equal parts water just to test the cause of the problem and have been unsuccessful so far in seeing the top caps turn white like the pictures sent to us. This leaves us to wonder if there is specific brands or if the isopropyl used that has this effect is not medical grade alcohol.. We are still in the phase of finding the exact cause so we can fix it therefore there hasn't been an official statement released from us because we are still uncertain at this point hence the reason we are asking for the communities patience as we are truly trying. This goes for all the different issues that have arised, please keep in mind we are only human too and doing the best we can at this point in time.
We have stated in multiple threads and forums of the material we use in and on the Alternate and I do not wish to go against the FC Rules and will honor what Stu said about discussing material safety elsewhere.
I am sorry (yes I truly am being apologetic again) for how you feel about us. I hope we are showing we are not your typical CS individuals and we are actually working on a solution as we have said many times but we wish too the fix was as easy as it seems.
Please be open minded as plastic turning white with ISO cleanage has a lot of different possibilities and we can't rule out the type of alcohol being used to clean it either. It is not in our character to push the blame so we don't often like to say things like this because we know there is still a problem and it still needs to have a solution/fix but it seems my explanations so far as not being accepted well to certain members and yes, I am sorry for that as I am doing my job the best I can.
I have in my lifetime experienced customer service where the company won't take any responsibilities whatsoever and the CS doesn't even offer an apology and this is not the type of feeling I want to give to other people. We apologize because we realized you have been caused an inconvenience by a company we represent so we feel it is the least we can do, to accept there is a problem and apologize.
I hope you will one day feel comfortable enough to purchase an Alternate and give us your honest feedback of the product as well or even another product we release down the line. Thank you.
Thank you, Vivant. That was a very nice response. I'm sure we all look forward to what your team's findings are and yes, in the meantime I am also going to adhere to the forum's rules and shy away from material safety.