Please Help Me Write A Response (LONG)

[fci5767]

I'm hoping that you guys can help me with a situation. I'm a Head Start teacher and used my own money to purchase a light table for my classroom. It's a wooden table that has a translucent top and lights underneath. I received it last week.

The instructions told me to remove the acrylic top, turn the thing over and use a HAMMER to put the legs in the holes, then put screws in to hold in the legs. Well, the holes were probably not quite big enough and we worked for an HOUR with a hammer and weren't able to get the legs in all the way. I turned the thing over because I thought that it might be sturdy enough since the legs weren't going anywhere. Well, I noticed a crack around one of the rounded corners. The legs and the base of the table are wood and the apron that holds the acrylic top are that fake wood stuff (MDF?) When I put the acrylic top on I also noticed that there was a small crack on the edge.

It was late in the day and I was already using a ton of bad language under my breath, so I waited until the next day to call the company. I was directed to a man. Denny and I were on the phone forever but he told me to remove the legs, put the whole thing back in the box and that he would talk to the owner of the company. He said that they would either send me a new one with legs already attached or one with legs that definitely fit the holes. He did say that the legs PROBABLY WOULD NOT COME OUT AND I MIGHT HAVE TO TRASH THE WHOLE THING. Ok, fine. I figured that we would plug in the table and see if I wanted another one. Next problem, the lights were not bright enough. It barely showed through the top and wasn't enough to do anything. It should be almost as bright as those X-Ray holders at the hospital. I was pissed to say the least (expletives deleted.)

I got this e-mail from the owner the next day:
I will try to contact you Monday by phone but thought I would answer you by e-mail also. It won't be a problem to increase the light source in the replacement table to fill your needs. Our need is to recoup if possible the insured value of the first table sent. Even if the damage was not evident at first, it could have been dropped and weakened before your assembly. Since you discarded the box for that table, the only avenue we have for insurance claim is for you to put the damaged table in the box we send with your new table and hold it for 5 days for UPS option to pick it up. If they don't pick it up in five days, the box and damaged table can be discarded. The legs in the damaged table can be muscled out with a rotating and pulling action from the top of the leg with the table upside down on the floor. If the corners break out during this action it really doesn't matter since you or UPS will discard the table anyway. If I get you by phone tomorrow I will find out if you were able to remove the legs. I would make a request of you that you take the plexiglass top from the table and save it to use on the new table we will be sending. Email me if you have other questions and please mention the best time to call.

I called him the next day and we talked. I told him that I didn't think that we were going to be able to get the legs out. He told me to find SOMEONE STOUT and have them kick the legs out. Well, I'm pretty stout so I tried. I gave two kicks and they would not budge. Then my supervisor told me not to do any more. She didn't want me to get hurt. I didn't either.

I sent the following e-mail on Tuesday:
I had two people try to get the legs out and they will not budge. We are not going to be able to try any more. I'm afraid someone is going to get hurt and we can't risk that. Sorry.
I think I'm going to have to ask for a refund. I'm not sure that this is the product we are looking for.

I got this response back today:
I have canceled the replacement unit but we filed the insurance claim immediately after we talked on Monday. Right now your refund still depends upon processing the UPS insurance claim. Were the holding screws removed before someone tried to break the legs out? If so may I suggest a hand saw and having someone saw the legs off so that it might be put back in the box.
Sorry for all the trouble this has caused you but we do need to proceed according to our policy.

I sent this final e-mail today:
The screws never went in because the legs won't go in far enough. Denny told me that once the legs go in (since the holes are so tight) that they probably wouldn't come out. He said that we might have to just discard the entire table. We should not be expected to use a saw to remove them.

I really need help writing a response. The table only cost me $200 plus shipping but that is a lot for me. If I knew someone sort of crafty I'd have them make one for me. I can't do it. I just hung shelves for the first time last month. No way I could use a drill :D. I'm not trying to scam anyone but should I be expected to kick and saw?

[krhm]

No, I definitely don't think you should have to do all of that. Obviously the table is defective and they need to do what it takes to replace it. That said, what is your goal in this situation? Do you even want to deal with trying again?

Did you put it on a credit card? If so, you can dispute the charge.

[fci5767]

I used a debit card since I don't have credit cards anymore. At this point, I want my money back. I don't want an item in my room that will fall apart when the legs are kicked. This company supplies Montessori schools and has been making furniture for a long time so I'm surprised that I received a piece of junk.

There is no easy way for me to get the legs off, so unless I find a small appliance sized box, I'm in trouble. It couldn't have cost that much for them to build it, so it wouldn't be that much of a loss. I wish I had the first guys statement in writing (about the legs probably not coming out.) I could ask a parent but that puts us in a bad spot if something happens.

I could get out my hack saw, I suppose :eek:.

I'm just so mad.

[krhm]

Then I guess my next step would be to ask him exactly how your refund is dependent on his insurance claim; that doesn't seem like it's your issue or responsibility, and surely there have to be other ways of filing a claim.

I'm not much help in the response department, but I would just be consistent and firm about what you want and why you want it. You say that this person is the owner and that the company has been providing products for a long time, so I think you have a good shot of getting what you want.

Good luck!

[aggie94]

First, I would find out what the Company's official return policy is.

Second, your REFUND should not depend on their processing of an insurance claim, but it probably does depend on getting the defective/unsatisfactory product back to them. You may just have to suck it up and ship it back to them as is. The cost of shipping might eat up part of the cost of the table but it shouldn't be all of it. Or, saw the legs off and send it back in a flat box, with a copy of the email specifically instructing you to do that.

Once that's done, third, send a letter (certified, return receipt requested) or email (with read confirmation) stating that the product has been sent back and you expect an immediate refund per their return policy (whatever it says).

Unfortunately, you're not going to be able to keep or trash the table and still expect a full refund. If you want any $ back, you're going to have to find a way to get the crappy table back to them, however inconvenient it is.

[fci5767]

Aggie, they said that they would send UPS to examine it and ship it back. I'm fine with shipping it back but have no idea exactly how to do that. They said UPS had five days to come out but I'm not sure when that started.

If the first person I talked to hadn't said that the legs probably wouldn't come out and that I'd probably have to trash the item, I NEVER would have thought of that. He went on and on about how they never thought that people "who didn't know how put things together" would have trouble. Well, I've assembled a lot of RTA furniture before but there no reason why two people should have to hammer for an hour and still have the thing not be right. The first guy agreed with me. I wish it had been put in writing, though.

I've done everything they've asked me to do. I've tried to get the legs out, I called to let them know that it didn't work, I've offered to send pictures of the damage, etc. I'd even be willing to keep the item and have them refund part of the money since it's damaged.

I still feel, however, that I'm being screwed.

[Kathy B]

Whatever else you do, I would definitely print out the emails and keep track of ALL correspondence, even a log of phone calls back and forth with the date, time, name of person you spoke with and a summary of the conversation. If it comes to a small claims court kind of thing, you will need those things.

You might also check with the BBB regarding any complaints and whether or not the business is a member. A reputable business will want to resolve things to your satisfaction one way or another. Mentioning the BBB might help make them more accomodating.....

[MISSINDI]

In all the things we've shipped back, particularly larger items from the office, I've never heard of UPS coming to inspect an item...? They just ship and deliver. That seems odd.

Another note ... even though you used a debit card, you can still dispute the charge.

[Beth]

UPS does have the right to come and inspect on a report of damage -- especially where not dqamage to the package was noted on delivery. I had a nigthstand that was damaged and I did get a phone call -- we may have sent them photos, but they did not come out. But if the legs don't fit, it sounds like the product was defective and that's the main problem. I'm not sure that trying to get the legs to fit might not have caused the cracks. I think the guy is trying to make it a UPS issue whether it is or not -- passsing the buck.

Just saw the debit card post, so disputing a credit card charge is not an option. You might want to consider having a card for mail order purchases -- it really gives you more power in dealing with problems.

[Escher]

I don't understand...First you say you can't remove the legs even though you tried...

then you say you don't want a replacement because you don't want a table that will fall apart when the legs are kicked...

Well, which is it? A table that won't disassamble when you are trying to break it doesn't seem likely to be flimsy.

I think you should get a man involved. If there is one thing that men excel at, it is destruction. Any man worth his salt can break a table leg off, even if it does require hammer/saw.

It seems to me the company is trying to work with you to arrange for a refund or a replacement. Try not to get frustrated, and think of it as a "process".

[Beth]

Thanks, Escher, but to me it sounds like a man probably designed and made the table with legs that don't fit, if it was damaged in shipping there is a good chance that a man had a role in that, and a man is trying to pass the buck to make this an insurance problem when it sounds llike the issue was that the table wasn't right to begin with. And yes, it sounds confused right now, but she doesn't know what is going to happen with the table because a man isn't stepping up to take care of the problem. If it's truly a shipping problem, why would the seller think UPS might not pay on his claim? Maybe he's had too many of these?

Sounds like a manly response -- break the legs off, use brute force, break the rest of the table in the process and then decide to go get a bigger one because that one wasn't any good anyway. :)

[Escher]

Sounds like a manly response -- break the legs off, use brute force, break the rest of the table in the process and then decide to go get a bigger one because that one wasn't any good anyway. :)

Absolutely. It's the most direct route to resolution. Sometimes my knuckles get sore from dragging them on the ground so much. Any suggestions?

[fci5767]

I don't understand...First you say you can't remove the legs even though you tried...

then you say you don't want a replacement because you don't want a table that will fall apart when the legs are kicked...

Well, which is it? A table that won't disassamble when you are trying to break it doesn't seem likely to be flimsy.

I think you should get a man involved. If there is one thing that men excel at, it is destruction. Any man worth his salt can break a table leg off, even if it does require hammer/saw.

It seems to me the company is trying to work with you to arrange for a refund or a replacement. Try not to get frustrated, and think of it as a "process".

Let me clarify. We can't get the legs out. The owner said they will come out if kicked or leaned on. Mine won't do that but I can't risk having a product that the company says will come apart when kicked. My kids are three years old. They bump into things A LOT.

The thing is really a piece of junk. The legs do not fit correctly and it's supposed to light up. That's the point of the thing. You place items on it and the light shines through them. It's definitely not designed in a way that will allow for that.

I was told that the legs probably wouldn't come out. I'm sorry the owner isn't standing behind that but that's not my fault. The website never said that assembly is required. That might have affected my decision.

Escher, want to come demolish it for me?

[Jazzmatazz49]

That old movie where Michael Douglas (?) went postal after a lot of stuff went wrong could have used a scene with this table.