here's the other side...
Neil..." do you have something to write with?"
RW " sure, what am I writing"
Neil " Vortex's phone number"
Gentleman,
I apologize for the way this was handled.Our agreement with the manufacturers we purchase from, in relation to initial defectives, is they will issue a pick up tag (either Fed Ex or UPS, whoever they use) and ship a replacement. This is the most efficient manner rather than us doing the replacement and having to get the defective unit back then ship that defective back to them and have them ship a replacement to us. It saves on time, shipping expenses and paperwork.
This being said, I have spoken with Neil this morning and explained to him that the proper way to handle this should have been for him to apologize for this situation, get RW's name, address, phone # and e-mail. Confirmed that a pick up tag would be sent to him along with a new scope.
Then Neil could have accessed his original receipt, Neil should have contacted Vortex (as the chain of how all this is done should not be the concern nor the interest of our clients) and taken care of this.
Moving forward this will be our method.
Again, I apologize for the poor way in which this was handled. We can only learn from this and attempt to improve from it.
