Originally Posted By VortexSam:
The cross bolt was made incorrectly without our approval from the factory.
I feel really bad that this happened and I'm really sorry.
In any case, you shouldn't have to go out and buy any more parts. Just contact our customer service and we will send you out a new mount with a solid cross bolt.
The number is 1-800-426-0048. Again, I'm really sorry, but we will do our best to take care of you and stand behind the product.
I called this AM and talked to a very nice woman who was most understanding and apparently up to speed with your being "Pearl Harbored" by your supplier. She said she will get a replacement base to me ASAP. She did not know anything about a true Co-Witness height base When I asked as that would have been my preference.
It has happened to me also, and retrofitting/recalling product is a royal pain. I feel for you. It is also one reason I refuse to get product for my company from China.
Hopefully you are working to correct current defective inventory and working with your distributors before to many units get out in the field. Catching this before it proliferates can save you a lot of headaches and helps your image, even though it is very painful.
A friend of mine with a moderate sized business (20 employees) went bankrupt due to a very similar situation but he chose to NOT catch it before it went to his customers. He let defective product go out to customers, and more importantly distributors.
He was going to work it on a case by case basis at the customer level. That mistake cost him his business. Every time a bolt broke in the field he lost a customer + word spread..
Then a lawsuit from a distributor of his because he was "knowingly" selling a product with a defect. (This was because he had refused to t go to their site to fix their inventory), instead he had wanted to send the repair kits to the final customers.
Between the decline in sales and legal fees he said "screw it" and closed his business letting 20 people go. All because of a part to save a few cents!
I have had similar things with my manufacturing company over the years. I had some defective production get "out" to customers.. We managed to track it down and replace it before it failed. I called every customer who ordered during the time the machine was off warning them of the problem. Customers were amazed we called warning them they MAY have a problem. My handling problems like that has helped my company.
Customer Service does make a difference... Thank you for a speedy resolution of the problem!
(have you looked at the glue "line" along the rubber of the switch housing of this latest batch?) I may PM you about it.