Terry Smart
Chestnut Products
Hello All
Thank you all for your patience in waiting for a reply. I've finally got half an hour in the office to post a proper answer...
We've already started the process of checking the wheels we have in stock, both by opening up the kits we have and also the 'loose' ones waiting to be bagged or made into kits. Fortunately for us we've had a delay on our latest order for compounds so we have a lot of wheels ready to make kits with but haven't been able to box them up. Just makes the job slightly less onerous for us.
Of the stock we have, it would appear that some of the wheels have been mislabeled. The wheels come into us blank, ready for assembly, and I can only assume that the suppliers didn't label the boxes correctly. We should, of course, have spotted this, but as has already been said the difference between the two is quite slight and only really noticeable if you're looking for it. We have corrected the errant wheels and our stock in the warehouse is all present and correct.
We are also checking stock of the Dome Buffs - that's a horrible job due to the packaging but we're getting there and will have this completed in the next day or so. So far only a very limited number are wrong and I think this dates back to a period when we sub-contracted the assembly to a third party. I can only assume they weren't as careful as they should have been and didn't follow the instructions they were given. The good news (for us) is that we stopped using them quite some time ago so this issue should be very limited.
We're confident that any new stock leaving the warehouse will be correct, and we're taking steps to make sure that this can't happen again.
In the meantime I'd like to apologise to anyone affected by this.
If you have got a set of wheels or Dome Buffs that are wrong I'd also like to send you a pair of the compounds - 1 (brown) and 2 (white) by way of apology and to replace the the compounds wasted in the cleaning up process. If you have the Dome Buffs and have been unsuccessful in cleaning them up sufficiently we will replace them. I hope this will be acceptable to everyone here.
In either case, please contact me by pm with your address so that I can make suitable arrangements. It would be helpful to also know where and roughly when you purchased these items so that we can check any stock being held by our stockists.
Thank you again for your time, patience and support.
Thank you all for your patience in waiting for a reply. I've finally got half an hour in the office to post a proper answer...
We've already started the process of checking the wheels we have in stock, both by opening up the kits we have and also the 'loose' ones waiting to be bagged or made into kits. Fortunately for us we've had a delay on our latest order for compounds so we have a lot of wheels ready to make kits with but haven't been able to box them up. Just makes the job slightly less onerous for us.
Of the stock we have, it would appear that some of the wheels have been mislabeled. The wheels come into us blank, ready for assembly, and I can only assume that the suppliers didn't label the boxes correctly. We should, of course, have spotted this, but as has already been said the difference between the two is quite slight and only really noticeable if you're looking for it. We have corrected the errant wheels and our stock in the warehouse is all present and correct.
We are also checking stock of the Dome Buffs - that's a horrible job due to the packaging but we're getting there and will have this completed in the next day or so. So far only a very limited number are wrong and I think this dates back to a period when we sub-contracted the assembly to a third party. I can only assume they weren't as careful as they should have been and didn't follow the instructions they were given. The good news (for us) is that we stopped using them quite some time ago so this issue should be very limited.
We're confident that any new stock leaving the warehouse will be correct, and we're taking steps to make sure that this can't happen again.
In the meantime I'd like to apologise to anyone affected by this.
If you have got a set of wheels or Dome Buffs that are wrong I'd also like to send you a pair of the compounds - 1 (brown) and 2 (white) by way of apology and to replace the the compounds wasted in the cleaning up process. If you have the Dome Buffs and have been unsuccessful in cleaning them up sufficiently we will replace them. I hope this will be acceptable to everyone here.
In either case, please contact me by pm with your address so that I can make suitable arrangements. It would be helpful to also know where and roughly when you purchased these items so that we can check any stock being held by our stockists.
Thank you again for your time, patience and support.