ComplaintsforBlackstone Industries
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Complaint Details
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Initial Complaint
09/21/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am looking for replacement of my H20 hand piece. I sent it to ******* (10.20) as it started to fail within the warranty period. I was contacted stating that due to to water intrusion it wasn’t covered. No where in the warranty literature does it state “do not use near water”. I, along with hundreds of my fellow lapidary friends use this hand piece and have NOT had a failure and everyone uses water to cool and lubricate their stones when carving them. I was contacted by their sales manage, Mike, who, in essence stated that you must buy their “splash kit” if you’re using it near water. I explained to him clearly that there was NOTHING indicating this in the instruction manual or warranty information. The call turned offensive at this point and Mike began to swear. I have spent thousands of dollars on ******* products and was flabbergasted that the sales manger would swear at me proving his personal point rather than resolving the situation. You don’t run a business this way if you want to keep your customers. In good faith I purchased this product to use as a hobbiest to shape stones. I further disagree with their findings as “misuse” with ZERO warnings in their warranty literature. I am requesting full replacement along with shipping of my H20 hand pieceBusiness response
10/06/2023
Dear BBB,
We regret that this customer has had a bad experience with our product. We have also addressed the unacceptable language used communication with our customer. We will send Mr. ******* a new H.20 handpiece at no charge. Finally, we will be adding a caution warning in our literature not to get our handpieces wet as it may result in the tool rusting.Customer response
10/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.