Recent problem with diamond buying at Whiteflash

[Prothius]

Please read update post below. Everything was resolved to my perfect satisfaction by Whiteflash who acted promptly! It looks like some communication problems on both sides, but it's all resolved!

Hi all. I was just writing in the forum recently about how I purchased a diamond from Whiteflash, but I'm having a really weird problem with them. I wondering what I should do.

I've been working with Denise Newberg at Whiteflash. Up until this point everything has been going great. I had asked her to get some different pictures of the stone before they sent it out to the independent appraisers, and she told me she would.

Now for 2 straight days, she has sent me rehashes of the same pictures from their website (I have them and downloaded them the first day I was evaluating the stone and told her this). I told her I wanted pictures in different lighting and different angles just to get a good idea before the stone arrived here. (And because I'm REALLY wanting to get a good look at it!) I sent her an e-mail back yesterday telling her that I still needed some different angle pictures than the ones she has already sent me. She then sent different pictures, but it was basically different pictures of the SAME thing! It looks like she took their 3 part image (which she already sent me, and I downloaded) and broke it into 3 parts and sent it to me as singles. Now I'm KNOW I'm not that stupid and it now has me worried as to why she would do this when she knows I want different images.

Anyone know why this is happening or why such a reputable dealer would do this? Denise has not told me should could not get the picture, and even though I reply she keeps sending the same thing. Am I just getting the brushoff here or something?? Deal done, I get no more time from here??

Not understanding what's going on,

Prothius

 

[Giangi]

Have you tried calling them?

 

[Prothius]

Yes, I've spoken to her and told her what I wanted. Both times she told me ok. And then I just get a rehash of what they have on the website sent to me again.

Anyone else been in this position, and what would the motivation be to keep sending me the same images over and over and over I guess is my question? I guess I don't understand what is going on. Anyone know someone inside of Whiteflash that I could call to get help or someone to ask for besides Denise is figuring out why this is going on?

 

[Prothius]

I just wanted to update everyone on the whole Whiteflash experience.

First of all, I just finished speaking with Brian "The Cutter" Gavin from Whiteflash personally. There seems to have been some miscommunication, and this being my first major diamond purchase I guess I got a little scared. Anyway, everything has been taken care of, and new pictures will be on the way! Brian also talked with me for quite a time giving me some additional education about diamonds (Brian knows his stuff!) and I learned quite a bit about the industry and some of the challenges that Brian has to face day to day. It sounded a bit like the Semiconductor industry that I'm in when it comes to customers, so I could understand where he was coming from. We also had a great discussion about his website and I actually changed the ring I chose from a Vatche design to one of his! I got a platinum ring design for only $200 more than the Vatche equivalent in White Gold. I also didn't realize that White gold had plating on the outside to give it the Platinum look which will wear over time. This last week has been an incredible journey of learning in the diamond industry.

Check my post here to learn more about my Zales experience the past few weeks, and the great Pricescope website!:

https://www.pricescope.com/community/threads/diamond-shopping-zales-online.2646/

Let me just say that for Brian Gavin to call me personally at home (while I was sitting here wondering who I should talk to next at Whiteflash) was just amazing. He resolved all of my fears, spent time educating me, and he's just plain a nice guy all around (And I got an incredible deal on a platinum ring!).

I should be receiving the pictures I asked for by the end of the day. And when I receive the E-ring I will try to capture some pictures in the Whiteflash ring design in platinum. Now I can't wait to receive it. I may just take Brian up on his offer to tour his operation in Houston sometime in the future.

I just wanted to update everyone on the good news. You all have to go easy on us newbies, if anything at all seems wrong we get scared as little puppies. Especially when we're dishing out the money for a small car on diamonds

Prothius

 

[Patty]

I love happy endings.

 

[aljdewey]

This is just a prime example of importance of utilizing *all* of the communications tools effectively. These days, there are so many options that we often overlook the most personal and proven method....the phone.




A simple phone call can just do wonders. I'm so glad for you that this worked well, and for Whiteflash too.....another example of the personal touch they bring and the pride they take in their customer dealings.




I spoke with Lesley, Denise and Brian on the phone while I was shopping. I choose one of their stones, and their guidance along the way was INVALUABLE to me. I know I wouldn't have had that level of trust or as much confidence in the knowledge if I had chosen to go the local route. My stone exceeded my expectations....and when we opened the box, all I could get out was "Oooooooohhhhhhhhhhh!".




So happy this worked out for you. Congrats on your new ring. Let us know when you get it, and remember what picture hounds we are!

 

[Mara]

Glad to hear everything worked out well for you. Brian definitely knows his stuff, he's a talker but everything he says is so chock full of knowledge that you are just content to sit there silently and make mmm-hmm noises as you scribble notes madly on paper.

Congrats and can't wait to see pictures of the stone!

 

[elmo]

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On 1/7/2004 6:19:36 PM aljdewey wrote:

This is just a prime example of importance of utilizing *all* of the communications tools effectively.
----------------

Including the public complaint letter

.

 

[aljdewey]

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On 1/7/2004 11:53:32 PM elmo wrote:

----------------
On 1/7/2004 6:19:36 PM aljdewey wrote:







This is just a prime example of importance of utilizing *all* of the communications tools effectively.
----------------

Including the public complaint letter

.
----------------

True.....although I find it disappointing that people always lead with the strongest action first like this. I'm a huge believer in trying to resolve things directly before I take vendors to task in public. Picking up the phone *first* is more genteel, more civilized, and may well have eliminated a need for a "complaint" letter of any kind.

 

[TedK]

I had a similar experience with Whiteflash. I called and spoke with a very friendly woman. I explained my interest in ACA, gave her the # of the diamond I was interested in purchasing, told her I would purchase within 2 weeks, etc. We agreed that I wanted some pictures taken of the diamond in different lighting conditions. She told me she would have it taken out of stock, photographed as I requested, and then send the pictures to me the same day! Fantastic I thought! This is service!

When I got the e-mail later in the day, I got a 'form letter,' as well as a link to the Whiteflash web site with the picture that I directed her to in my initial phone conversation! Very sad.

I replied to her e-mail asking when I would get to see the photos WE AGREED ON, and I got the following as a response

"The pictures on the site are the best pictures of the diamond. As far as a photo to show the brilliance and the fire of the diamond that is something that can't really be shown in a photo. That is something that depends on the environment, lighting etc. The best way to gauge the brilliance and fire of a diamond is by the IdealScope- which shows light leakage or lack thereof for that particular diamond and is shown on the actual link of the diamond. We do offer the 10 day return policy and offer you to take the diamond to an independent appraiser before the 10 days begin to add that extra level of assurance. We are committed to giving you the best diamond you can get for the money and we wouldn't offer all of these things to you if we were going to pass off a diamond that was less than perfect. This line of diamonds is simply described as "Perfection beyond Perfection", in no way would you be disappointed with the amount of beauty, fire and brilliance that this AMAZING stone will deliver."

Basically, they want you to buy it, look at it at home, and return it if you don't like it. That's not for me. I expect more from the seller for my money. If it could not have been done, I would have expected her to be up front with me from the beginning. If she made an error, and the photos could not be taken, she could have explained that. Others have taken photos for me w/o issue.

In any case, it certainly made my decision easier, I bought my stone elsewhere.

 

[bar01]

Date: 4/1/2005 9:38:58 AM
Author: TedK
I had a similar experience with Whiteflash. I called and spoke with a very friendly woman. I explained my interest in ACA, gave her the # of the diamond I was interested in purchasing, told her I would purchase within 2 weeks, etc. We agreed that I wanted some pictures taken of the diamond in different lighting conditions. She told me she would have it taken out of stock, photographed as I requested, and then send the pictures to me the same day! Fantastic I thought! This is service!

When I got the e-mail later in the day, I got a 'form letter,' as well as a link to the Whiteflash web site with the picture that I directed her to in my initial phone conversation! Very sad.

I replied to her e-mail asking when I would get to see the photos WE AGREED ON, and I got the following as a response

'The pictures on the site are the best pictures of the diamond. As far as a photo to show the brilliance and the fire of the diamond that is something that can't really be shown in a photo. That is something that depends on the environment, lighting etc. The best way to gauge the brilliance and fire of a diamond is by the IdealScope- which shows light leakage or lack thereof for that particular diamond and is shown on the actual link of the diamond. We do offer the 10 day return policy and offer you to take the diamond to an independent appraiser before the 10 days begin to add that extra level of assurance. We are committed to giving you the best diamond you can get for the money and we wouldn't offer all of these things to you if we were going to pass off a diamond that was less than perfect. This line of diamonds is simply described as 'Perfection beyond Perfection', in no way would you be disappointed with the amount of beauty, fire and brilliance that this AMAZING stone will deliver.'

Basically, they want you to buy it, look at it at home, and return it if you don't like it. That's not for me. I expect more from the seller for my money. If it could not have been done, I would have expected her to be up front with me from the beginning. If she made an error, and the photos could not be taken, she could have explained that. Others have taken photos for me w/o issue.

In any case, it certainly made my decision easier, I bought my stone elsewhere.

I am a satisfied WF customer, but they are not perfect (who is?) and there is room for improvement. However, about the photo issue - respectfully, I strongly agree with WF's statement you posted.

 

[pqcollectibles]

"The pictures on the site are the best pictures of the diamond. As far as a photo to show the brilliance and the fire of the diamond that is something that can''t really be shown in a photo. That is something that depends on the environment, lighting etc. "

I believe you would get the same comment from any Vendor. Diamonds aren''t the best photography subjects. Optical performance cannot really be captured by a camera in a static shot picture. Diamonds perform their best when in motion.