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is this in *any* way acceptable?

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Rainbow.


It’s getting harder and harder to speak nicely about these guys. The spots are probably either bad cleaning, bad polishing, bad rhodium, or some combination of the above. As with the tool marks and the necklace cleaning, this is just sloppy craftsmanship. This thread could be a tutorial on what the QC manager should be looking for before they give things back to their customers and what can happen if they screw it up. They’re heading for a refund here and good shop management could have completely avoided it. They should count themselves lucky if they can get out of this by providing you with a new ring instead of a full refund. In any case, you're entitled to a sniveling apology.


Busy is no excuse for poor quality control or poor training. Not that it matters, but the week before the income tax deadline is traditionally the worst week of the year for jewelers in the US.


Neil Beaty
GG(GIA) ISA NAJA
Professional Appraisals in Denver
 
I went back today and got the runaround...basically the manager refused to take any responsibility and had us talk to the jeweler who said "Oh, it happened bc of the cutouts..I didn't notice them beforehand" He said the dents on the shank were caused by him re-doing the milgrain and it spilling over. Nowhere in this was there an apology of ANY sort. I did make the manager agree that if the damage can't be COMPLETELY repaired he is giving us a new setting. However we are getting the whole kit and caboodle insured first so that if anything does happen we aren't screwed. We have our appt with Atlas in the morning, he can't recommend specific people but he can tell us how to proceed with trying to get the ring fixed.

I was willing to be understanding of anything, even of incompetance, but to have none of them even make so much as a stab at an apology was infuriating. The manager said "Oh, well, when you resize a ring you use mechanical implements..you have to get it sized." Then he pretended he couldn't see the damage, and asked if we were sure it wasn't that way when we bought it.

Argh. This place had nothing but good reviews everywhere I looked. I wore the ring today becasue most of the damage isn't visible to a casual observer, I can't hurt it anymore, and I was sick and tired of being without the ring.

I am hoping tommorrow will show us the right direction to go in. Whatever happens, at the end of it I am personally going down there and telling them that I am astounded at their lack of customer service and their inept craftsmanship.
 
Oh, and it seemed a little suspicious to me that the manager pushed us to get the ring insured before we let their guy work on it (we probably won''t let him at the ring even after its insured, I just found the comment odd).
 
Wow, that''s awful. I was hoping they would have been more apologetic. I''m so sorry.
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RT - very infuriating! Regardless of whether it was insured beforehand or not, why would YOU be the one making a claim if they were the ones who did damage?! Of course, because they won''t take responsibility for it. I hope this gets resolved quickly...and then run from this place!!!
 
Can you just get a refund, take the stone & leave?? I''m not sure I''d trust their merchandise OR service at this point!!

INFURIATING!!!
 
I was considering it, but FI says he really wants to keep the original setting if possible. We''ll see.
 
Good grief.

Bad craftsmanship in the shop. Bad shop management. And now bad sales management.
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At least they agreed to a 100% repair or a complete replacement. Hold 'em to it.

Take it to David and have him document the entire piece as it now exists and collect the details of the damage. Discuss with him and document exactly what you like and don't like about the ring so that, when you go back to the jeweler, you have a specific list of exactly what needs to be done. This also serves to document the present condition of the other elements of the ring so that if they damage something else you've got a paper trail. This is not evolving well and it's time to start dotting i's and crossing t's.

Special comment about the jewelers report that the damage to the shank was done by slipping with a millgrain tool:
So what? How does this make it your problem? If he knew it was damaged during the millgraining, why didn't he fix it?

Insurance is a good thing, and you should definitely get it, but it's not going to help in this situation. Most companies wouldn't call this a covered loss and those that do will collect the damages from the jeweler after they've paid you off.

Neil Beaty
GG(GIA) ISA NAJA
Professional Appraisals in Denver
 
Author: denverappraiser

Good grief.

Bad craftsmanship in the shop. Bad shop management. And now bad sales management.
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I agree. I''m appalled.
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widget
 
thanks denverappraiser, I will make certain to do that tommorrow.

widget, kaleigh, FG, and Deco: Argh! I know...I was biting my tounge not to just yell at them in the store today. As soon as I get what I need out of them I am letting them have it. thanks for the righteous indignation, it does help
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oh Rainbow, i''m so sorry. I know how hard it is to be without your ring and it''s no fun dealing with the troubles that have surrounded it. I hope turns out well..
 
Is there any way you can take the pics you posted here to show there was no damage prior to taking it in? I soooooo hope this ends soon.
 
rainbowtrout- what a nightmare to deal with this crap w/ your brand new ring. I hope they take care of it promptly and make your ring perfect.

are you planning to name this place? I don''t want to make the mistake of giving them my business!
 
enh, why the heck not. It''s called Harzin''s, on Jeweler''s Row in Philly.
 
RE: Insuring the ring.

I don''t think a claim would be honored by ANY insurance company for pre-existing problems. Ones that haven''t happened yet, yes they would be covered, but not the ones existing now.

I don''t think Dave Atlas will suggest that making a claim to an insurance company would be advisable.

The concept of insurance is to put you back in the position you were immediate before the loss. Being you were uninsured your current position is that you have a ring with damage. So while attractive to make the insurance company a potential scapegoat for this jeweler''s incompetence is not the smart thing to do. ( Insurance companies do share claim information with others, so making a claim will turn on the "red" light with other companies.)

Damage resulting from negligent or improper work by a jeweler is not covered on many policies unless the POLICY is an ALL RISK policy. So check that out with the insurance company before you buy the coverage.

Every company''s policies are different. Some have some pretty "quirky" exceptions written into them. READ THE POLICY - before you agree to purchase the coverage. If they won''t provide it, find someone who will, and study it very carefully.
If you have a loss the insurance company will settle your claim EXACTLY as it is outlined in the policy ( regardless of what your are vebally told by anyone else).

Rockdoc
 
I think you misunderstood--

I did not want to get the insurance to make what was done to the ring before better, I want it in case when we take it to someone else to fix they screw it up. Specifically, we are worried about damage to the stone. Now the policy may not cover that. If it doesn''t, we will figure out a game plan tommorrow.
 
RaibowTrout- I would be about three steps beyond livid with this jeweler. They made a mistake and it damage your ring, that hurts a lot. That they would sit there tell you why it happened and not apologize is getting close to unforgivable.
I would be very nervous about the stone as well, and I will pray that it is not damaged as well. Good luck, I look forward to seeing you post pictures of the ring back on your finger.
 
Date: 4/17/2006 7:19:32 PM
Author: rainbowtrout
I think you misunderstood--

I did not want to get the insurance to make what was done to the ring before better, I want it in case when we take it to someone else to fix they screw it up. Specifically, we are worried about damage to the stone. Now the policy may not cover that. If it doesn''t, we will figure out a game plan tommorrow.
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Rainbow

I do sympathize with the frustration you must be feeling. I didn''t misunderstand, when I wrote the above, just wanted to be informative, as many consumers might consider making a claim for previous mishaps.

I certainly didn''t mean that you would do that.

Apoligies from me - if you thought that was the case.




Rockdoc
 
I had a bad experience with them years ago. The guy was a total jerk when I wanted to return something a day later. I got my money back but had to be very tough with them.
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Date: 4/17/2006 7:40:00 PM
Author: kaleigh
I had a bad experience with them years ago. The guy was a total jerk when I wanted to return something a day later. I got my money back but had to be very tough with them.
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Could it be the same jerk still working there or do they make a habit of hiring them?
 
Date: 4/17/2006 7:50:00 PM
Author: moon river

Date: 4/17/2006 7:40:00 PM
Author: kaleigh
I had a bad experience with them years ago. The guy was a total jerk when I wanted to return something a day later. I got my money back but had to be very tough with them.
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Could it be the same jerk still working there or do they make a habit of hiring them?
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Either way, I will definitely plan to avoid them in the future since you''ve both had issues!
 
ugh I really, really just want to bitch them into a refund, have someone else unset the stone, give them back the setting and RUN. FI is insisting that we wait and see what Atlas says tommorrow, but I just want to yell at them and take my business elsewhere now. Period.
 
the setting is on a credit card, so if need be we can document returning the item to them and contest the charges.

Everything was so good up until now...the guy was really honest, had good but not too low prices, very upfront, not a hard sell....good reviews in the papers...and now THIS.
I am never buying from a non-PS vendor again. Agh.
 
And the results:


Atlas said the stone was horribly set, the prongs are too big, etc. THe damage to the milgrain/pve cannot be repaired and the man should never have tried to size the ring in the first place--the setting is just too delicate for that. (it's fine with me that its delicate, I just know I can't wear it to do anything rough)

He said "a less particular" couple would still buy the setting and harzin would probably take it back and re-sell it to someone else and supply us with a new setting. But we're not to let them try to set the stone, period.
He also said he's never had anyone with problems from Harzin before.


So we're probably going to call up Richard at Cherrypicked and ask him if he will set it for us, as he offered originally...hopefully this will all be resolved soon.


ETA: The manager says he will talk to the jeweler, and if their jeweler says he cannot fix it then he will order us a new setting. If we let him try to fix it, and they screw it up again, we get a new setting. (we'll have the stone unset first)
 
Rainbow Trout- Honey I am sorry you are having to go so long without your stunning sapphire on your hand. But I am glad that they are willing to give you a new setting if the current one is not 100% to your satisfaction. Has Cherrypicked let you know if they will set it yet?
 
No, I haven't called him yet. Apparently we are to give them the old setting with the stone taken out of it, and they will attempt to return it to "new" condition. If they can, they can (hah!) and if they screw up we get a new setting.

The problem now is who the heck to I get to unset the stone??? I mean I feel its pretty clear that having Mr. Incompetant do it is a bad idea, but I have no idea who to get to do it. FI is at his wits end and having a horrible week, and I'm out of ideas.

Also, FI didn't or couldn't get a straight answer as to whether fixing the ring would just further damage the structural integrity, making it susceptible to shearing or whatnot in the future.

Help?
 
Am I missing something? Why won't THEY unset the stone? It's not hard like setting a stone is (like wrapping a package vs. OPENING a package).

I don't think they'd harm the stone out of spite! But maybe you should get it insured first before letting ANYONE touch it.

Don't make MORE work for yourself than you have to ... I'd INSIST they un-do what they did so badly (maybe have a note from the appraiser saying what shoddy setting work it was as independent proof)

I'd think having a local appraiser AWARE of their bad work would make them nervous too!


ETA: I also put the blame on the misinformed salesman SO EAGER FOR THE SALE he told your Fiance that "re-sizing isn't a problem". On a setting like that ANY PRO and MOST LAYMEN would see that re-sizing after the fact with all the pave etc COULD create a problem. LOUSY make-a-sale & pass-the-buck JERKINESS.
 
apparently the insurance policy won't cover this sort of thing at all..they could scratch the stone to pieces and it wouldn't matter.

I am hesitant to let them unset the stone because we can't afford another one, and if the idiot just happens to make a mistake, that's it. But maybe its our best option?


I'm starting to feel huffy at everyone here. So, just because most people won't notice your bad work its ok to keep doing it? That was the impression I've been getting here, even from the appraiser. Their work isn't substandard, it's just below what most "educated" consumers (or "particular," I believe was the word) would notice.
 
I saw this item today at my office. The damage, while rather minor, is not imagined. It is damage and somewhat visible. A different person might not even notice it, but the owner sees it and there is no denying there is a problem.

The culprit is more the design and method of manufacture of this mounting. It is cast and quite delicate and set with stones and millgrained all in the casting / wax process. This means that little hand work is required after casting to finish the ring. It is really pretty, but the filigree on the shoulders is delicate from casting and thinness. In sizing the ring the jeweler must have felt a need to run a millgrain tool back over some of the shoulder area and it mildly collapsed under the pressure. He also ran the tool past the end of the existing millgrain and onto the shank where you now see repeated marks which could readily be removed. The part where the diamonds are set can''t readily be fixed since it is not only so delicate, but the bottom of the shank, the part against the finger is totally closed. No one can push out the collapsed portion and re-work it properly.

This is a perfect example of having the people who make or sell the mounting do the setting and sizing. At least they bear some responsibility in this. I believe they might get credit for the mounting, if they return it to the maker, or they might even be able to sell it to another consumer, as-is, if that consumer does not look so closely as you.. Everyone is different and I think many people would not notice. You are right, no question about it, but many people are far less observant.

I suggested to the client tohave the ring sized during the manufacture of a replacement to avoid a repeat of this situation. I hope it can be resolved in a friendly way. Both the customer and the seller seem like good people and problems need to be faced head on.
 
Thank you; sorry I got a bit neurotic. I''m just a little unsure of how to proceed. I am sure something can be figured out. You are right that they did/do seem like good people; I was just miffed by their initial response.
 
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