Email from WhiteFlash after request for diamond information

[WinkHPD]

Re: Email from WhiteFlash after request for diamond informat

So maybe dealers like WF should just stop 'listing' virtual stones, and stop paying to be in that MLS system.

It is a thought, but as one who does not list virtual inventory, I can honestly say that no matter what I have, it never seems to be exactly what someone is looking for. Thus I am often asked to search and find a virtual diamond and give my opinion. Since most suppliers do not offer the ASET or Idealscope images, it is necessary to pay the freight to bring the diamond in, do the work, and if not sold, return it to the owner.

It is, as Todd said, both expensive and frustrating to spend a lot of time doing the work on a virtual stone for someone and then have that someone take that information and either demand a lower price match, or most often just buy it from someone who lists it for a few dollars less but who not only did not do the work, but most likely could not do the work as not only do they never see the stones, they have not invested the money necessary to be able to buy the equipment needed to do the work asked for.

The $5,000 Sarin machine is really almost worthless, and the top of the line machines are more than $25k the last time I priced one. The ASET is much less expensive, but still not cheap. Add in the cost of a good camera and some time, and I have absolutely no problem with the $300 cost that WhiteFlash says it costs them to do the work.

What actually seems unreasonable to me is for them not to charge for that work rather than returning all of the money if the diamond is not bought.

Personally, if someone brings in the diamond and finds it is NOT as expected, I think there should be no charge. However, if the diamond is brought in, shown to be what it is expected to be and then not purchased, the party requesting the work should be expecting to pay for it. Fair is fair, and a free trip to paradise seems a bit much to expect, especially when creating a time and expense nightmare for the provider.

Those vendors here who do the work are doing it for a reason and it is patently unfair for them to be expected to bear all of the costs for someone who just wants to use them for information.

Wink

 

[Christina...]

Re: Email from WhiteFlash after request for diamond informat

So maybe dealers like WF should just stop 'listing' virtual stones, and stop paying to be in that MLS system.

It is a thought, but as one who does not list virtual inventory, I can honestly say that no matter what I have, it never seems to be exactly what someone is looking for. Thus I am often asked to search and find a virtual diamond and give my opinion. Since most suppliers do not offer the ASET or Idealscope images, it is necessary to pay the freight to bring the diamond in, do the work, and if not sold, return it to the owner.

It is, as Todd said, both expensive and frustrating to spend a lot of time doing the work on a virtual stone for someone and then have that someone take that information and either demand a lower price match, or most often just buy it from someone who lists it for a few dollars less but who not only did not do the work, but most likely could not do the work as not only do they never see the stones, they have not invested the money necessary to be able to buy the equipment needed to do the work asked for.

The $5,000 Sarin machine is really almost worthless, and the top of the line machines are more than $25k the last time I priced one. The ASET is much less expensive, but still not cheap. Add in the cost of a good camera and some time, and I have absolutely no problem with the $300 cost that WhiteFlash says it costs them to do the work.

What actually seems unreasonable to me is for them not to charge for that work rather than returning all of the money if the diamond is not bought.

Personally, if someone brings in the diamond and finds it is NOT as expected, I think there should be no charge. However, if the diamond is brought in, shown to be what it is expected to be and then not purchased, the party requesting the work should be expecting to pay for it. Fair is fair, and a free trip to paradise seems a bit much to expect, especially when creating a time and expense nightmare for the provider.

Those vendors here who do the work are doing it for a reason and it is patently unfair for them to be expected to bear all of the costs for someone who just wants to use them for information.

Wink

hear, hear!!

 

[GreenBling]

Re: Email from WhiteFlash after request for diamond informat

Great thread. Most of us consumers have no idea the work and $ behind calling in stones. I agree with JA business model. And i feel that the OP merely did not know how the trade operate. Not that a vendor owes consumers any explaination how they run their businsses, I think it is better customer service and good PR for the vendors if they would provide more education around this policy when replying customers requesting info on virtual stones. Just my 2 cents.

 

[Texas Leaguer]

Re: Email from WhiteFlash after request for diamond informat

Great thread. Most of us consumers have no idea the work and $ behind calling in stones. I agree with JA business model. And i feel that the OP merely did not know how the trade operate. Not that a vendor owes consumers any explaination how they run their businsses, I think it is better customer service and good PR for the vendors if they would provide more education around this policy when replying customers requesting info on virtual stones. Just my 2 cents.

Good points GreenBling, and thank you to everyone who has contributed. In the spirit of creating more understanding I will add to the comments referenced in this thread that I posted around the time that we made some changes to our policy.

To the OP, thank you for starting this conversation. The inner workings of the business are interesting to many of the prosumers here.

While our business does revolve around a core of the special stones that we stock (primarily AGS0 rounds and princess), we receive lots of calls for diamonds that we do not stock. Since we have expertise, access, and operational capabilities to serve these customers, we want to do so. Over the course of 13 years we have developed a reputation for being knowlegeable and ethical, for having excellent photography and customer service. We also build high quality jewelry and represent some of the best designer brands in the market. (Not surprisingly most customers want a finished peice, even though they are rightfully focussed on careful selection of the diamond seperately). So, for a number of reasons, customers come to us to source their diamonds.

While the email snippet that the OP posted is abbreviated, we do post more information to our site about our virtual service and all that it involves:
http://www.whiteflash.com/about-diamonds/whiteflash-policies/other-diamonds.htm
And our diamond consultants usually have an opportunity to explain our program in more detail to customers on the phone.

I think it is important to point out that going to full payment upfront was done for reasons other than to simply weed out shoppers who may not be serious or ready to make the purchase. We also wanted to be able to focus full attention on our core customers, whether or not the particular diamond they happen to be looking for is in stock .

To Wink's point, our current policy still leaves us vulnerable to losing the money that it costs for shipping, insurance (two ways), gemological review, LP imaging, and processing attention that involves virtually our whole team. We do accept that as part of the cost for continuing this service. But it is our philosophy that we would rather suffer that loss than to have a customer that feels that they paid money and ended up not getting what they wanted. (Under the old policy customers would pay shipping/insurance if they decided not to buy a virtual). Our policy change effectively advanced the point of full payment by about a week from the customer's perspective, but at the same time ensured that a customer would quickly get 100% whole if for any reason they did not conclude the transaction.

It was certainly calculated on our part that there would be customers with the attitudes expressed by the OP, that would never pre-pay. So we knew that this part of our business would be reduced. We decided to focus on customers who understand our value proposition and choose to deal with us for what we consider the right reasons.

I hope this sheds a little more light on the thought process behind the policy.