Business ProfileforHalloween FX Props

This issue was in 3 separate parts and we had answered all questions promptly. The order date was February 14th and was shipping out the next week on the 21st. We heard nothing wrong about this order until 2 months after it was already received because ****** said "We were receiving many other electronics, props, and things for our new ********************* Murder on the Orient Express escape room." The first issue of the controller happened on April 11th and we resolved it on April 17th after getting back in the office from the weekend.  It took all of that week in communication to locate a valid order number as it was made under a different name than who we were originally in contact with. The controller was sent out on Tue, Apr 16, 4:03PM with tracking information. 

The second issue was brought to our attention on May 3rd and we replied with troubleshooting techniques, to which they said the issue was solved by themselves. From ****** after our business hours on May 3, 2024, 5:27PM "  Just wanted to update you and let you know we managed to solve the issue. We were attempting to power the prop from a FlexMax2 controller as an output to avoid having to manually unplug the prop to power cycle it and it may have been under-powered at that point which was causing an abundance of problems. We switched it back to take 12v directly from our PSU. I'm not sure if this behavior sounds expected in relation to our usage." 
Our electrician then replied on May 6th at 1:11 pm "When a wrong number is entered into the prop the phone must be hung up for a second before attempting a second guess. When the correct answer is entered the relay will open and when the phone is hung up for 25 seconds the relay resets and closes. The redial function is built into the phone, depending on which model of phone you are using, it is possible to disconnect the redial function on the phone by removing the outer casing and disconnecting the redial button from the control board." We received no word from ****** after this email. Making us believe the issue was resolved. 

The third time ****** reached out was June 1st. He stated the issue was still occurring, to our surprise. After replying, we realized this issue was beyond our efforts in troubleshooting through email and we would need to test the prop controller ourselves. We had informed ****** that we would gladly repair his controller for no fee, except for the shipping charge it would take to get to us. This policy is stated on our website, this is what it says "USED: You may exchange any used standard item that is not functioning properly within 30 days of purchase. We will gladly repair or replace the item free of charge." We also include a printed-out copy of our warranty on Electronic Props with EVERY order, so this is no surprise to the customer. 

We received no response from ****** after our last email on Jun 10, 2024, 10:17AM (7 days ago). Our last email is what he mentioned in his complaint on June 13th. He works for a company called Escapology. Escapology had recommended us for him to order from as they have ordered from us several times in the past. 

We will still gladly fix this controller for the customer, however, we have received no follow-up reply to what ****** would like to do.