A challenge for ScottWax and I

In regard to the 30 day guarantee, I purchased the product on 4/23 as indicated on my credit card statement online:



04/23/03 ACRYLIC-WERKS 858-576-0230 CA $167.19 _

I have documentation that the product was returned on May 12 and arrived on:



You entered 0302 1790 0002 5383 6898

Your item was delivered at 2:54 PM on May 14, 2003 in SAN DIEGO, CA 92117.



If my math is correct that was within the 30 day time period.



What do you folks think I should do? Fight it or move on?



Brad
 
Learn the lesson and move on. Life's too good to waste.
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Since, you did call me with some favorable results and surprised me with the return of the product. I'm going to charge you for the one bottle you did use up and will give you credit for the other four and your initial shipping nad handling charge.
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Sounds like he charged you for the one bottle because you saw some good results. And It sounds like he did not know you were planning on returning the product.



You could fight it but I think it might be a waste of your time. I do however feel you are right and he should have refunded the complete purchase price even though you used the whole bottle.
 
Yes, the favorable results were on the trim until I washed the car. I emailed him about returning the product but never received a response.



Brad
 
I would send him an email requesting a refund for the additional bottle. You won't get a reply, but I'd do it on principal. Call him too. The more you hassle him the greater chances you get a refund. :up



4/5 of a refund is not a "full" refund.
 
A FULL refund is what he should have given and not try to make excuses for a partial refund. Maybe he would have NEVER given you a refund and just ignored you if this was not brought up in a public message board that he failed to refund an unsatisfied customer?



After it was known that he didn't refund you on the message boards, of course the best public relations for his company was to refund you. Otherwise say Joe Blow is interested in his product and read that Acrylic Werks didn't refund an unsatsfied customer, maybe this will change Joe Blow's mind about trying his product.



Go for the full refund, you got the mailing proof that it was within 30 days. If it will waste your time, go for the full refund in principal, and let him know how to conduct a real business and what REAL customer service is all about.
 
I agree. I think the reason he didn't want to give a refund on the used bottle is because then he couldn't claim that he had never had a used bottle returned. Who knows.



Brad
 
If I were you I would request a refund for the remaining bottle as others have stated strictly on principal. Then I would copy your post with the letter and post it on as many detailing sites as you can to get the word out to prevent him scamming someone else. Try to find some sites he frequents and post there as well. Get the word out on this jerk. Don't let this clown screw you over!:argue
 
BradNC said:
I agree. I think the reason he didn't want to give a refund on the used bottle is because then he couldn't claim that he had never had a used bottle returned. Who knows.



Brad
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I think that is exactly why. I do know I would not ever order from Mark, and I will gladly spread it around the detailing world how you were treated and that apparently his product does not work as advertized. Remember, he is claiming it will remove swirls and scratches and now he is making excuses because other products were used prior to his. If his product did exactly what he claims it does, it wouldn't matter what was used before.
 
Brad,



We have spoken about this so you don't need to even ask me what you should do.......BUT for the sake of all others I would INSIST on a full refund!



Then when you get your buffers take a before picture, then detail your car and when you're all done take an after picture and mail it to him. Ask him to post it on his web site.



OR we could post the results on my web site?? lol :)



Anthony
 
Brad,



If i were you, just let it go.



Many of us now know what happened, so with this information, i'm sure his business will be hit from all sides.



Like what jgv said and i quote:



Learn the lesson and move on. Life's too good to waste.
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Cheers.
 
I second what Scott writes.



IF car products on the market are so terrible and corrosive to ones paint how come they continue to make and sell tons of the stuff??



The logic just doesn't work out here. Also...who wants to apply this stuff to their car out in the hot sun, especially here in Texas, right Scott?



I mean you can't even keep your hand on a black cars hood for more than a few seconds let alone rub for hours on their paint in the hot sun!



He is basically saying that because you wasted a bottle and you have no clue how to apply it he is going to now charge you for HIS time and trouble of a refund....and possible public embarrasment.



Anthony
 
I love it when a company makes a horrible product, doesn't have good instructions for application/removal, has even worse (read: more confusing) technical support, and then finally doesn't stand by their claims/warantees.



Just from my outsider's impression, the guy reminds me of one Mr. Prisco...makes outlandish claims, then points the finger when there's a problem...



4DSC nailed it with his satirical example of the typical "waranty".
 
Below is the email I sent to Mark about the remainder of the refund.



"Hello,



I received your letter and check. In regard to the 30 day guarantee, I purchased the product on 4/23 as indicated on my credit card statement online:



04/23/03 ACRYLIC-WERKS 858-576-0230 CA $167.19



I have documentation that the product was returned to you on May 12 and arrived at your location on May 14th:



You entered 0302 1790 0002 5383 6898

Your item was delivered at 2:54 pm on May 14, 2003 in SAN DIEGO, CA 92117.



The favorable results were on the trim until I washed the car so I disagree. The return was within the 30 days. I applied the product per the directions you gave me EXACTLY.



Do you want to send a check for the 5th bottle or should I continue with the Visa dispute?



Thanks,

Brad Mitchell"

.....................................................



Here is Mark's response to my email.



"Hello Brad,



I will go ahead and send you the 30.00 balance. My refund policy is 30 days from date product is returned to me. But I did promise you a refund and that I will deliver on.

Now Brad, if what I read is correct, about the squeeking and polish washing off, then I know for a fact, the application process was wrong. I will never blame you Brad simply because I never got to see what we were trying to tackle, and fix. Also, as I mentioned we would not remove the swirls on the first go, but should reduce them greatly after the first go. The swirls will be removed gradually over time.

Now, it seems you have reached a cross roads, you won't use mine, so the only other option is to go back to similar products that created these problems. What I really don't want to see, is your finish completely break down. this would force you to re-paint your car, and to do that right, my guess is, probably about 5,000.00 plus. I know your completely confident that my product failed you, but I'm willing to give it one more shot. I filmed a live demonstration, showing people just how to apply the polish, mostly due to the results you got, and because you are truely the first refund I've given in the seven years I've been in business. I'm willing to send you the film and a small free sample at my cost just to make sure the application process was done properly. If you e-mail a request, I will send it to you asap. By the way, I still enjoyed the conversation and only wish I had been the first product you ever used.



Best Wishes,

Mark G."

......................................................



Looks like he is going to come through on the refund. I can't wait to see the video to see the difference in the application.



Brad
 
Oh man that's too funny:LOLOL



Brad, glad you got your full refund and I'll PM you with my address just as soon as I find out when someone will be home.



Anthony
 
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