Worst Customer Support Ever!! - Paintball Forum - Paintball guns and gear forums

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Old July 9th, 2011, 12:14 PM   #1 (permalink)
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Worst Customer Support Ever!!

So...I bought a DYE i4 mask used on ebay. The mask was only worn once and looked to be in mint condition. It came with the original sales receipt. A purchase date of Feb 7th 2011. I put the mask on and noticed a small blemish and warp in the lens just in front of my right eye. Tried to clean it only to realize that it was in between the lens plastics on the inside. No big deal! I have warranty! I'll send the lens in and get a replacement. This is clearly a defect in the lens. I called Dye and talked to the woman at reception and explained my issue. She asked me my name and I told her......She said that I would need to send her a picture of the lens issue and proof of purchase. I sent it to her right away and she said who is (Name of the guy who I bought the mask from) I told her I bought the mask from him and that the mask was clearly worn once and in mint condition other than this warp in the lens. She said "Once the product has changed hands all warranty is VOID." She follows up by saying "We don't know if that person left the mask in their car in the sun and caused the warp". I replied with "how would you know if I left it in my car in the sun"???? DUH it doesn't matter!! According to their warranty policy which is written in the manual in the box.......after you send the mask in DYE will decide if the damage is a factory defect or user caused!

The receptionist at DYE then states again that transfer to another party voids the warranty and this time adding that "it is clearly stated in the warranty policy".

Guess what? That warranty is only clearly stated on their marker policy and it does not say anything about that in their mask warranty policy which after I read her their own warranty policy she said "oh well I see that now that I have it in front of me." At this point she has an attitude and I'm on my way to getting bent as well. She said she would need to talk to her manager and will call me back in an hour and ten minuets. I thought that time period was weird being I called in the afternoon. Anyway, I said ok and awaited her call. About an hour and ten min later she called back to say that her manager said they would not honor the policy. After complaining to her about DYE's BS warranty policy she transferred me to her manager. I explain to him my issue again and he says there is nothing I can do for you. He then says "If you send the mask back to the original owner and he sends the mask in we can replace the lens." WTF!!!!! I said "are you serious?? You're going to take care of this as long as I send it back to the original owner?" He said "Yes as long as we conclude that it is a manufacturing defect." I then said "so your going to waste my time and the time of the guy I bought it from instead of just sending me a lens that I can buy on ebay for what it will cost me in shipping to send the mask back to the seller and then to you and then back to him and FINALLY TO ME. He again says "we will not help you".

So I told him I didn't want to have to do it this way since I have warranty.....He cuts me off and says "you dont have warranty".....I continue......"I am going to just go to my local paintball shop buy one of your masks take it out to my car and swap the lens (thank god the lens swaps out in under ten seconds!!!....never thought I would actually care about that feature) Anyway, I will then return the mask and tell them I decided I didn't like it. The manager gets bent and tells me that is unethical. LMAO "Not following your warranty policy is unethical" I yelled and hung up.

Got my lens replaced this morning my way!!! I also pointed out that the new mask they sold me had a small defect in the lens when I returned it. They agreed and said "no problem!! We will have DYE send us a replacement."

Thank you DYE Hahahahahahaha

Last edited by Artist B; July 9th, 2011 at 01:02 PM..
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Old July 9th, 2011, 12:16 PM   #2 (permalink)
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you expect ebay to be a viable source for good customer support?
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Old July 9th, 2011, 12:27 PM   #3 (permalink)
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you expect ebay to be a viable source for good customer support?
Not ebay. I called DYE! I dont call ebay when I have manufacturer warranty through DYE. lol Im not a moron.
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Old July 9th, 2011, 12:33 PM   #4 (permalink)
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either way, you bought a used mask. what did you expect them to do?
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Old July 9th, 2011, 12:33 PM   #5 (permalink)
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I noticed this is your first post... welcome to the forum and judging by this story I like you already haha way to be
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Old July 9th, 2011, 12:51 PM   #6 (permalink)
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either way, you bought a used mask. what did you expect them to do?
I bought a used mask that was purchased in February of this year which according to their warranty policy should be covered! I expected them to replace the lens that cost them all of a few bucks to make.

It is horrible business on their part. They should have just replaced the lens. I'm not asking for a free hand out, I'm asking them to honor their warranty agreement!


I called Tippmann a few weeks ago because I broke the magazine on my marker when I dove and in the process damaged the tombstone and the O-Ring. I told them what happened and asked what it would cost to get the replacement parts. You ready for this!?!?!?

They are in the mail!
I said what???
He said we will cover it for ya!

Now that is amazing!! They know that by sending me those parts that cost them nothing to make I will be a loyal customer of theirs for eternity and tell everyone I know about my good experience with them. DYE should take a note on that life lesson!!
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Old July 9th, 2011, 12:52 PM   #7 (permalink)
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I noticed this is your first post... welcome to the forum and judging by this story I like you already haha way to be
Thank you for the welcome!! I'm happy to be here
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Old July 9th, 2011, 12:58 PM   #8 (permalink)
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you made the mistake of telling them it was used.

Imagine if you bought a pair of used shoes from a friend and walked in to the store he bought them from. you tell them you bought them from a friend but you don't have the receipt for them because you bought them used. do you think they're going to be bending over backwards for you?
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Old July 9th, 2011, 01:11 PM   #9 (permalink)
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you made the mistake of telling them it was used.

Imagine if you bought a pair of used shoes from a friend and walked in to the store he bought them from. you tell them you bought them from a friend but you don't have the receipt for them because you bought them used. do you think they're going to be bending over backwards for you?
Here is the problem with your story....... In your story you went to the store without the original receipt and tried to get your shoes fixed or replaced. Of course they wont help you!! You don't have a receipt.



Seriously.....You need to pay attention to detail. First you thought I called ebay when I clearly stated that I called dye. Now your saying I called them and asked for lens replacement without a receipt.

I HAD THE ORIGINAL RECEIPT. The receipt was dated Feb 7th, 2011! I had the proof of purchase!!
Also I only told them it was used because I had to. She asked me my name when I called and then when she saw the original receipt she saw the original owners name. If I had known this was going to go the way it did. I would have told her that I was the original buyer and that my name was his and that I moved.

Point is this should have been taken care of without having to do what I did.

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Old July 9th, 2011, 01:21 PM   #10 (permalink)
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That's just an example,but the point remains, you were not the first owner.. who knows what the guy did to them, why should dye pay for that?
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Old July 9th, 2011, 06:04 PM   #11 (permalink)
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That's just an example,but the point remains, you were not the first owner.. who knows what the guy did to them, why should dye pay for that?
Again you are not paying attention to detail. It says in their warranty agreement that you send the item in and DYE will decide if the item is damaged by abuse or manufacturer defect.

It doesn't matter if the previous owner did damage them or if I damaged them or anyone for that matter. It says very clearly that after sending your goggles into DYE they will contact you and tell you if the item will be repaired or not.

DYE didn't even give me the opportunity to send them in. Total idiots with horrible business standards and practices. Didn't you hear? The customer is always right
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Old July 9th, 2011, 06:13 PM   #12 (permalink)
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the customer always demands to be right, I know that.
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Old July 9th, 2011, 06:54 PM   #13 (permalink)
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the customer always demands to be right, I know that.
I'm starting to get the feeling you work for DYE lmao
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Old July 10th, 2011, 03:04 AM   #14 (permalink)
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a) its a limited warranty
b) dye has the OPTION of fixing it, they don't have to, so in no way are they in the wrong
c) why should dye do business with you when its not your money they have? what if you were in their shoes?
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Old July 10th, 2011, 10:19 AM   #15 (permalink)
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a) its a limited warranty
b) dye has the OPTION of fixing it, they don't have to, so in no way are they in the wrong
c) why should dye do business with you when its not your money they have? what if you were in their shoes?
A) Its under warranty for one year from the date of purchase and the warranty covers Manufacturer defects (Which this clearly was)

B) The warranty says they have the option of not fixing it (AFTER YOU SEND IT IN) This is so that they can see the item and decide if it was a defect in manufacturing or user damage. They never let me send it in to check in the first place.

C)They technically do have my money! Tell me? If I ask you to go to the store and buy something for me and then I pay you later, does that not make what you bought for me any less mine?

Lots of companies have limited warranties. Apple computer has a limited warranty for one year from the date of purchase. Apple however honors there warranty no matter who has the machine as long as they can show proof of purchase. You can come in with a receipt and tell them you bought the machine from a bum on the street who used it as a coaster and they will still work on it as long as water hasn't been spilled on it.
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