sparklyfruit
Rough_Rock
- Joined
- Jul 11, 2007
- Messages
- 35
Hi all,
I’m a very long time lurker and have been compelled to post for the first time in about 8 years, partly to vent, but to also hopefully help others. Apologies in advance for the incredibly long post.
I have a beautiful rose gold and platinum Bella halo from LAD. I received this ring 8 months ago and had been nothing but happy with the craftsmanship and service. Before I continue, I will make it clear that I am still happy with the craftsmanship of the ring I received and their designs and stones are lovely.
Just a few nights ago, I had an accident while opening a door and broke the shank on my ring. I immediately contacted LAD to describe what had happened, expressed my disbelief at being able to do what I did, and asked if anything could be done to fix it. At this point I had only attached 1 photo, so I followed up the next day with more photos, more disbelief at myself, and a more detailed description of what I think had happened. I also stated my concerns about sending my ring back as I’m in Australia. I left this as open dialogue to see if there were any suggestions (maybe the possibility of un-mounting the stone and sending the setting back by itself).
The email that arrived in my inbox was a bit of a shock. It outright stated that what I had said happened, could not have happened. I’m sorry, but what? Why would I say I damaged my ring a certain way if it didn’t happen that way? Why would I not say it was run over as suggested, if that’s what actually happened? I really can’t see how that would help anyone. At least the email did address my one question about what could be done. I replied back with more photos as requested and re-iterated that I hadn’t done anything to my ring beyond open the door. By this stage I’m left feeling rather miffed at the accusatory tone of the email, so decided to follow some local bench suggestions and book in an appointment.
I was awaiting an email back from LAD with a rough quote to fix the shank and the email arrived this morning. While I was provided with the quote, yet again, I was given another mythbusters/physics lesson on how what happened, could not have happened. The next suggestion was that it had been through a garbage disposal unit. I don’t think I’ve ever even seen one outside tv and while my photos aren’t great, you can clearly see that the setting has not been through something like that. My correspondence with LAD ended there and they have now lost me as a customer. While I can take (with annoyance) one email practically stating me as a liar, I will not take two.
I met with the local bench today and described what had happened. He explained that while it’s very rare, these things can happen, especially with more delicate settings (which I had knowingly purchased and accepted that issues like pave falling out could occur). He then went on to suggest that a bit more gold be added to the new shank that needs to be created, to help make it a bit more sturdy in case my hand decides to hulk out on my ring again. The new shank will also be hand forged which will help with its strength.
I only wish that LAD could have made these helpful suggestions. If the first reply I had received was a simple “Hey, that’s crazy. It looks like the whole shank will need to be replaced and we need to see if the head is okay. You might also want to consider a plain band or thicker shank. It might help in future with your super strong hand.” That would have been helpful and a way to move forward.
I showed my email exchange to a very level headed friend and she suggested that maybe my earlier emails were misinterpreted and LAD thought I was implying that it was their fault. Had that been the case, I would have just come out and said that. Either way, we both don't think that the replies I received were warranted.
Hopefully there will be some good lessons that come out of this:
1) For those considering more delicate settings, please keep in mind that once in a blue moon, these things can happen, even to those of us who think we’re very careful. If the thought of potentially needing to replace a setting (albeit very unlikely) is worth it for the beauty, go ahead and enjoy! If not, maybe have a chat to your jeweler and see if there’s a happy medium somewhere.
2) For any vendors who get emails like the ones I sent. Please don’t go on the defensive and accuse your customers of lying. They’re most likely trying to come to terms with their superhuman hand crushing skills and are just seeking helpful solutions.
I will attach some photos in following posts and the entirety of my email correspondence so I haven’t unwillingly omitted anything.
Thanks for letting me vent.
I’m a very long time lurker and have been compelled to post for the first time in about 8 years, partly to vent, but to also hopefully help others. Apologies in advance for the incredibly long post.
I have a beautiful rose gold and platinum Bella halo from LAD. I received this ring 8 months ago and had been nothing but happy with the craftsmanship and service. Before I continue, I will make it clear that I am still happy with the craftsmanship of the ring I received and their designs and stones are lovely.
Just a few nights ago, I had an accident while opening a door and broke the shank on my ring. I immediately contacted LAD to describe what had happened, expressed my disbelief at being able to do what I did, and asked if anything could be done to fix it. At this point I had only attached 1 photo, so I followed up the next day with more photos, more disbelief at myself, and a more detailed description of what I think had happened. I also stated my concerns about sending my ring back as I’m in Australia. I left this as open dialogue to see if there were any suggestions (maybe the possibility of un-mounting the stone and sending the setting back by itself).
The email that arrived in my inbox was a bit of a shock. It outright stated that what I had said happened, could not have happened. I’m sorry, but what? Why would I say I damaged my ring a certain way if it didn’t happen that way? Why would I not say it was run over as suggested, if that’s what actually happened? I really can’t see how that would help anyone. At least the email did address my one question about what could be done. I replied back with more photos as requested and re-iterated that I hadn’t done anything to my ring beyond open the door. By this stage I’m left feeling rather miffed at the accusatory tone of the email, so decided to follow some local bench suggestions and book in an appointment.
I was awaiting an email back from LAD with a rough quote to fix the shank and the email arrived this morning. While I was provided with the quote, yet again, I was given another mythbusters/physics lesson on how what happened, could not have happened. The next suggestion was that it had been through a garbage disposal unit. I don’t think I’ve ever even seen one outside tv and while my photos aren’t great, you can clearly see that the setting has not been through something like that. My correspondence with LAD ended there and they have now lost me as a customer. While I can take (with annoyance) one email practically stating me as a liar, I will not take two.
I met with the local bench today and described what had happened. He explained that while it’s very rare, these things can happen, especially with more delicate settings (which I had knowingly purchased and accepted that issues like pave falling out could occur). He then went on to suggest that a bit more gold be added to the new shank that needs to be created, to help make it a bit more sturdy in case my hand decides to hulk out on my ring again. The new shank will also be hand forged which will help with its strength.
I only wish that LAD could have made these helpful suggestions. If the first reply I had received was a simple “Hey, that’s crazy. It looks like the whole shank will need to be replaced and we need to see if the head is okay. You might also want to consider a plain band or thicker shank. It might help in future with your super strong hand.” That would have been helpful and a way to move forward.
I showed my email exchange to a very level headed friend and she suggested that maybe my earlier emails were misinterpreted and LAD thought I was implying that it was their fault. Had that been the case, I would have just come out and said that. Either way, we both don't think that the replies I received were warranted.
Hopefully there will be some good lessons that come out of this:
1) For those considering more delicate settings, please keep in mind that once in a blue moon, these things can happen, even to those of us who think we’re very careful. If the thought of potentially needing to replace a setting (albeit very unlikely) is worth it for the beauty, go ahead and enjoy! If not, maybe have a chat to your jeweler and see if there’s a happy medium somewhere.
2) For any vendors who get emails like the ones I sent. Please don’t go on the defensive and accuse your customers of lying. They’re most likely trying to come to terms with their superhuman hand crushing skills and are just seeking helpful solutions.
I will attach some photos in following posts and the entirety of my email correspondence so I haven’t unwillingly omitted anything.
Thanks for letting me vent.
Clearly, the ring is damaged, clearly the head is still intact, it wasn't mulched by anything. I hope you get this fixed pronto & get that beautiful ring back on your finger. I wouldnt steer away from pave in the shank, I would however thicken the depth & the width. The trend ( as mentioned by Chrono) for these super skinny delicate shanks is really just about looks & not about the integrity of the ring. Some benches won't do super skinny for this reason. My eternity, which is almost all around except for a sizing bar has both width & depth. I never lost a stone & it didn't snap apart. I'm not sure if had been gold & not platinum would it have. 
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