Steve
Great service before sale, very poor after
Bought burst pop up booth, had no problems for 3 years. Frame broke and was told I didn't have lifetime warranty on frame, if it were one year newer it would have come with lifetime warranty. I purchased the parts to fix frame, when we found our original paperwork it in fact stated that we had lifetime warranty. Ask for refund on parts purchased and was informed that since I already paid that was impossible to issue refund. MOVE ON TO ANOTHER VENDOR, do not purchase from this one!
Response from American ImageJun 26, 2015
Steve, we're sorry to hear you're still upset. To make it clear - we did repair your frame under warranty. There's two sides to the story: When you first called asking about the repair, you said your frame was 4 or 5 yrs old. The mfr had started offering the lifetime warranty about that same time frame (2010), so we told you we needed to check to make sure it was under warranty. We also told you we would need to have the frame sent back in order to process it as a warranty repair. Your response was that you didn’t have time to ship the frame back. You asked if we could just sell you some replacement parts, and said that it would be easier to just swap the parts yourself. So you ordered some parts and we shipped them to you. As it turned out, those parts didn't solve the problem, so you shipped the frame back. We repaired it - it was under warranty- and returned it. At the time, you were happy with the service and the warranty repair, and asked us to quote a replacement graphic for it. You then asked if you could return the parts you had ordered. The mfr would not accept the used parts back. To make up for that, we offered a discount on the replacement graphic that we were quoting, which would have paid back your cost for the parts. However, you didn't think that was acceptable and chose to purchase the graphic elsewhere. Your frame is still under a lifetime warranty, and we'd be happy to help with that warranty again if it becomes necessary. And we'd welcome the chance to earn your business back, though it doesn't sound as if you're ready to offer that opportunity:).