Whiteflash Policy Change-Lifetime Upgrade

[Sizzle]

I was alarmed to find out this pollicy has changed. Now it only applies to their branded diamonds! Clearly Im going to have to trade in my Princess (they''ll let me do one last trade up) to something in their signature line. I understand the business methodology, but I''m concerned that this is the first I''ve heard of it (I just did a trade up a couple of months ago). I guess in the next couple of months I will be hunting for the biggest ACA I can find for 14K! It''s got to be eye clean and can be as low as a "K"... if anyone stumbles upon somehting feel free to point me in the right direction! I''ll be going from my super sparkly 2 1/4 carat J princess. Doubt I''ll be able to retain size... bummer....

 

[Lorelei]

Date: 12/3/2009 2:37:54 PM
Author:Sizzle
I was alarmed to find out this pollicy has changed. Now it only applies to their branded diamonds! Clearly Im going to have to trade in my Princess (they'll let me do one last trade up) to something in their signature line. I understand the business methodology, but I'm concerned that this is the first I've heard of it (I just did a trade up a couple of months ago). I guess in the next couple of months I will be hunting for the biggest ACA I can find for 14K! It's got to be eye clean and can be as low as a 'K'... if anyone stumbles upon somehting feel free to point me in the right direction! I'll be going from my super sparkly 2 1/4 carat J princess. Doubt I'll be able to retain size... bummer....

Quoted from the WF website; http://www.whiteflash.com/diamonds_info/t/confidence.aspx?articleid=10&zoneid=3

The purchase of any Whiteflash A Cut Above® (ACA) Super Ideal diamond or Whiteflash Expert Selection Ideal diamond automatically qualifies you for lifetime trade up for any other single diamond of equal or greater value.

Diamonds in our “Premium Select” or "Other Diamonds" category, as well as diamonds that are sourced for you, may also be eligible by special approval and noted on your invoice.

Credit will be given for full purchase price, less original shipping, for any qualifying trade up. Diamonds must be returned in undamaged condition accompanied by original diamond laboratory certificate.

* Please note: Policies subject to change. Current policy will always be posted on our website.

Thanks for the heads up, this is important to know. So it appears now that ACA and ES are automatically eligible, the newer Premium Select and other stones/ non inventory are on more of a case by case basis. I wonder if this applies to new purchases of non branded or other diamonds, not those of existing customers.

 

[that_someone_special]

One less reason to buy from them and buy from... another... company... who shall remain nameless

 

[Laila619]

Wow. I hope people who already purchased are grandfathered in under the old upgrade policy!

 

[iheartscience]

Date: 12/3/2009 3:20:44 PM
Author: Laila619
Wow. I hope people who already purchased are grandfathered in under the old upgrade policy!

DITTO. Wow. This is quite the policy change.

ETA I'm actually pretty annoyed by this. If WF is going to make a huge change like this, previous customers should be notified of it and grandfathered. I was just looking at diamonds on the WF website 2 days ago while I thought about my eventual upgrade. I bought my 1.5 carat radiant from WF and had them source it for me, and Brian Gavin recommended it at the time. I bought it from them in large part because of their upgrade policy, because my dream size was 2 carats but it just wasn't in the budget at the time.

I'm obviously going to contact my salesperson and ask if I will be grandfathered in, but in the mean time I'm pretty disappointed with this. I wasn't planning on upgrading for a few more years and now I feel like I should do it ASAP (if they'll even let me!) because what if they change their mind about the policy again down the road and get rid of it completely?

 

[D2B]

hmm, for some reason I always thought it was only ACA''s that were upgradable. I know that last year when I purchased my earings, that is what I thought it said, and that is why I went with ACA''s

 

[chrono]

Date: 12/3/2009 4:15:50 PM
Author: D2B
hmm, for some reason I always thought it was only ACA's that were upgradable. I know that last year when I purchased my earings, that is what I thought it said, and that is why I went with ACA's

Same here; I was under the impression that only the ACAs and Expert Selection fall into the lifetime upgrade category for the longest time.

 

[Kaleigh]

Hopefully Allison D will address this, and your concerns...

 

[purrfectpear]

Date: 12/3/2009 4:26:11 PM
Author: Chrono

Date: 12/3/2009 4:15:50 PM
Author: D2B
hmm, for some reason I always thought it was only ACA''s that were upgradable. I know that last year when I purchased my earings, that is what I thought it said, and that is why I went with ACA''s

Same here; I was under the impression that only the ACAs and Expert Selection fall into the lifetime upgrade category for the longest time.

NO. Nope. It was anything GIA (not UGL) that was recommended by them. I remember the policy quite WELL. I will be pissed to say the least if my pear is no longer eligible.

 

[D2B]

As long as they honour past purchases and they policies they fall under, I am not sure why anyone would be upset. So lets see what the WF rep has to say and what happens.

 

[MichelleCarmen]

Date: 12/3/2009 4:15:50 PM
Author: D2B
hmm, for some reason I always thought it was only ACA''s that were upgradable. I know that last year when I purchased my earings, that is what I thought it said, and that is why I went with ACA''s

Yep, same here. Actually, I had thought that possibly ES stones were too, but just those two.

 

[Allison D.]

Date: 12/3/2009 5:21:54 PM
Author: D2B
As long as they honour past purchases and they policies they fall under, I am not sure why anyone would be upset. So lets see what the WF rep has to say and what happens.

D2B, you hit the nail on the head, and that''s precisely the plan.

Whiteflash has never failed to honor its policies, and now is no exception. For all those who have purchased a stone that was eligible at time of purchase for our trade-up policy, it''s still eligible and that will not change.

Thing2, let me also reassure you that there''s no rush to upgrade your existing stone. You can take as long as you like, and we''ll of course honor the upgrade. There is time limitation; the eligibility hinges on what the policy for your stone was at time of purchase.

Sizzles is correct that there has been an amendment to our policy, but it doesn''t that only branded stones are eligible for trade-up. It says that ACAs (branded line) AND Expert Selection stones (which aren''t branded) will be eligible for trade-up automatically (within the normal greater value requirements).

It does not say that no other stones will be eligible for trade-up; it says that other stones may be eligible with special approval. This means that eligibility isn''t automatic, but may be possible.

This change will actually serve our clients better by allowing us to keep a more balanced inventory offering in the most sought after shapes and weights and to offer a wider selection of stones.

If you continue to trade-up to stones that fit the automatically eligibility for trade-ups, you''ll be able to continue trading as usual. I believe in Sizzle''s case, the stone she was contemplating moving into was one that wouldn''t fit the eligibility requirements for a subsequent trade-up going forward. If she were to select another stone that was eligible for trade-up, she could continue trading up.

Hope this helps, but I''m happy to work through any remaining questions folks may have.

 

[Allison D.]

Date: 12/3/2009 3:23:23 PM
Author: thing2of2


ETA I'm actually pretty annoyed by this. If WF is going to make a huge change like this, previous customers should be notified of it and grandfathered.

I wanted to respond a bit further to this thought.

It is worth pointing out that we've been taken to task quite publicly more than once this past year already for reaching out to customers. While I know the harshness of the response was warranted on an occasion or two, there were also times when even our most well-intentioned contact was poorly received.

We listened loudly and clearly to the feedback here, and we learned a great deal. Understandably, we are much more cautious now when considering the appropriateness of reaching out to customers. If it's clear that the best way to serve our customers' interests is to reach out, we won't hesitate to do so. If there isn't a clear interest served and we're on the fence on how it may be received, we'd prefer to err on the side of caution and not risk further upset.

Since the recent change in policy doesn't affect prior purchases, there isn't anything that will negatively impact our customers that requires reporting.

 

[iheartscience]

Allison, thanks for responding. I''m glad everything will be fine for me in a few years when I upgrade. (I also e-mailed my sales rep. and asked her these questions, but you beat her to it.)

I''m just wondering why it doesn''t state on the website that the policy in place when a diamond is purchased is the policy that applies to the customer? It would save customers like myself some worry.

And I think contacting customers when a policy change takes place is pretty different from soliciting business. I doubt many people would mind the heads up.

 

[Kaleigh]

Date: 12/3/2009 9:17:25 PM
Author: Allison D.

Date: 12/3/2009 3:23:23 PM
Author: thing2of2


ETA I''m actually pretty annoyed by this. If WF is going to make a huge change like this, previous customers should be notified of it and grandfathered.

I wanted to respond a bit further to this thought.

It is worth pointing out that we''ve been taken to task quite publicly more than once this past year already for reaching out to customers. While I know the harshness of the response was warranted on an occasion or two, there were also times when even our most well-intentioned contact was poorly received.

We listened loudly and clearly to the feedback here, and we learned a great deal. Understandably, we are much more cautious now when considering the appropriateness of reaching out to customers. If it''s clear that the best way to serve our customers'' interests is to reach out, we won''t hesitate to do so. If there isn''t a clear interest served and we''re on the fence on how it may be received, we''d prefer to err on the side of caution and not risk further upset.

Since the recent change in policy doesn''t affect prior purchases, there isn''t anything that will negatively impact our customers that requires reporting.

Ok let me get this straight... This change doesn''t effect all of us that bought ES stones?? If you change that going foward, I surely would want to know.. I guess people don''t want to be contacted directly??
Perhaps an announcement could be made on WF''s website when these things change?? Just so no one has to go searching for the fine print. Nothing worse than that...

OK explain it to me like I am a 5th grader.... Denzel Washington / Philadelphia... You''re a lawyer, set me straight please!!!

 

[Sizzle]

I actually just happend upon this today while playing around on the site. The entire whiteflash staff has been nothing less than fabulous in my transactions, I was just a bit surprised at the change. I guess it''s because I generally associate WF with the best quality so if my diamond is not going to be worthy of trade-in, then why sell it to me int he first place?

At any rate, I did not post to slam WF, I will definately still be a customer in the future.

 

[Allison D.]

Date: 12/3/2009 9:41:19 PM
Author: Kaleigh

Ok let me get this straight... This change doesn''t effect all of us that bought ES stones?? If you change that going foward, I surely would want to know.. I guess people don''t want to be contacted directly??
Perhaps an announcement could be made on WF''s website when these things change?? Just so no one has to go searching for the fine print. Nothing worse than that...

OK explain it to me like I am a 5th grader.... Denzel Washington / Philadelphia... You''re a lawyer, set me straight please!!!

Lisa, that''s exactly right; the revised policy doesn''t affect stones previously sold. If the stones you bought previously were eligible for trade-up before, they still are now.

I know most of you know that our trade-up policy has long been recognized as one of the most generous ones out there, and we''ve been happy to offer it. The forward change is a minor one affecting a small segment of our customers, and it''s being done with an eye toward better serving all of our customers.

Previously, as long as a stone had an AGS or GIA report and earned our recommendation as a worthy stone, it was eligible for trade-up and returned to our inventory. This has never been troublesome on ACA or ES stones because they appeal to the widest possible market and are easy to move, but it does become problematic on some stones sourced to suit individual clients'' tastes and requests.

Stones that appeal to a very narrow segment for whatever reason (size, color, shape, etc) may not resell for extended periods, which in turn ties up monies that would be otherwise be used to restock inventory in the most commonly desired weights and colors. This ripple effect amounts to less availability and choice for everyone.

Instead of choosing to offer less service to some customers, we felt it was better to adjust our trade-up policy. In doing this, we can continue serving those customers who want something a little less commonly sought after without diminishing the inventory selection or service we provide to our mainstream market. It allows us to minimize the likelihood of being overstocked in one inventory type while being deficient in another.

Your point about awarness is well taken. Like most of the other vendors here, we''re not in the practice of making announcements for minor policies changes that affect a limited segment of our market, but we have updated the most common go-to location for information about our trade-up programs. I can assure you we aren''t relying on the fine print; as has been our practice for years, we''ve always relied on our sales staff to communicate the benefits we offer during the sales process, and we still think that''s the most logical primary way to do it.

Hope this helps provide a bit more comfort to everyone. I''ll be travelling over the next 4 days with limited access to voicemail/email, but I will do my best to be responsive as I can touch in.

 

[that_someone_special]

Great CS!

 

[Allison D.]

Date: 12/3/2009 11:27:14 PM
Author: Sizzle
I actually just happend upon this today while playing around on the site. The entire whiteflash staff has been nothing less than fabulous in my transactions, I was just a bit surprised at the change. I guess it''s because I generally associate WF with the best quality so if my diamond is not going to be worthy of trade-in, then why sell it to me int he first place?

At any rate, I did not post to slam WF, I will definately still be a customer in the future.

No worries, Sizzle; we know your intentions were well-meaning.

The change in policy has nothing to do with diamond quality. We only recommend stones that meet our stringent quality parameters, and that''s still the case. The trade-in policy isn''t about a stone''s worthiness at all.

Quite a while back, we sourced a gorgeous heart-shaped stone for a gal who was over the moon for it. She loved it, of course, but think about what happens when she wants to trade it in. Heart-shaped diamonds aren''t widely sought after, so it could sit in inventory for quite a while. We have some clients who adore stones that are warmer than our typical offerings; if we have to return them to inventory through trade-up, it could be quite a while before another buyer comes along.

Similarly speaking, one-carat round ideal stones are nearly always in demand, but there''s much less demand for a 4 ct. pear shaped stone. Our ability to keep our inventory stocked with a balance of stones in various weights and colors is dependent on being able to keep inventory fluid.

It''s also important to note that some stones outside of ACA/ES may be able to qualify for trade-up, but it will be on an approval-required basis instead of automatic.

 

[Allison D.]

Date: 12/3/2009 6:54:00 PM
Author: Allison D.

Date: 12/3/2009 5:21:54 PM
Author: D2B
As long as they honour past purchases and they policies they fall under, I am not sure why anyone would be upset. So lets see what the WF rep has to say and what happens.

D2B, you hit the nail on the head, and that''s precisely the plan.

Whiteflash has never failed to honor its policies, and now is no exception. For all those who have purchased a stone that was eligible at time of purchase for our trade-up policy, it''s still eligible and that will not change.

Thing2, let me also reassure you that there''s no rush to upgrade your existing stone. You can take as long as you like, and we''ll of course honor the upgrade. There is time limitation; the eligibility hinges on what the policy for your stone was at time of purchase.

Sizzles is correct that there has been an amendment to our policy, but it doesn''t that only branded stones are eligible for trade-up. It says that ACAs (branded line) AND Expert Selection stones (which aren''t branded) will be eligible for trade-up automatically (within the normal greater value requirements).

It does not say that no other stones will be eligible for trade-up; it says that other stones may be eligible with special approval. This means that eligibility isn''t automatic, but may be possible.

This change will actually serve our clients better by allowing us to keep a more balanced inventory offering in the most sought after shapes and weights and to offer a wider selection of stones.

If you continue to trade-up to stones that fit the automatically eligibility for trade-ups, you''ll be able to continue trading as usual. I believe in Sizzle''s case, the stone she was contemplating moving into was one that wouldn''t fit the eligibility requirements for a subsequent trade-up going forward. If she were to select another stone that was eligible for trade-up, she could continue trading up.

Hope this helps, but I''m happy to work through any remaining questions folks may have.

Ugh - this is what happens when I stay up past my bedtime.

The highlighted portion should read "There is no time limitation", meaning you don''t have to act fast before your trade-up provision expires. It doesn''t expire; if your stone has been eligible for trade under the prior policy, it still will be eligible going forward.

 

[Kaleigh]

Many thanks Allison!!!

 

[Allison D.]

Date: 12/3/2009 9:27:16 PM
Author: thing2of2

Allison, thanks for responding. I''m glad everything will be fine for me in a few years when I upgrade. (I also e-mailed my sales rep. and asked her these questions, but you beat her to it.)

I''m just wondering why it doesn''t state on the website that the policy in place when a diamond is purchased is the policy that applies to the customer? It would save customers like myself some worry.

And I think contacting customers when a policy change takes place is pretty different from soliciting business. I doubt many people would mind the heads up.

Thing, I agree that qualification would likely bring some ease, and I''m going to bring that suggestion forward.

In fairness, standard protocol at most businesses (not just jewelers) is to advise only the affected population when changes occur. My bank recently upped the transaction fees and overdraft fees for select checking products, but since I wasn''t affected, I wasn''t contacted. (My friend was because her checking product was affected.) I don''t think this approach is unreasonable, especially considering that PS vendors are exponentially more transparent than most other businesses I can think of.

I do wholeheartedly agree with you that there''s a difference between soliciting and a policy change..... no question. You know, months ago, I would have hastily agreed with you in presuming that many people wouldn''t mind non-soliciting contact. With the benefit of a little experience, I''ve realized there''s no surefire way to determine which people will mind and which won''t, hence our reluctance to rely on that presumption.

 

[WinkHPD]

Date: 12/4/2009 12:54:24 AM
Author: Allison D.

Date: 12/3/2009 6:54:00 PM
Author: Allison D.

Date: 12/3/2009 5:21:54 PM
Author: D2B
As long as they honour past purchases and they policies they fall under, I am not sure why anyone would be upset. So lets see what the WF rep has to say and what happens.

D2B, you hit the nail on the head, and that''s precisely the plan.

Whiteflash has never failed to honor its policies, and now is no exception. For all those who have purchased a stone that was eligible at time of purchase for our trade-up policy, it''s still eligible and that will not change.

Thing2, let me also reassure you that there''s no rush to upgrade your existing stone. You can take as long as you like, and we''ll of course honor the upgrade. There is time limitation; the eligibility hinges on what the policy for your stone was at time of purchase.

Sizzles is correct that there has been an amendment to our policy, but it doesn''t that only branded stones are eligible for trade-up. It says that ACAs (branded line) AND Expert Selection stones (which aren''t branded) will be eligible for trade-up automatically (within the normal greater value requirements).

It does not say that no other stones will be eligible for trade-up; it says that other stones may be eligible with special approval. This means that eligibility isn''t automatic, but may be possible.

This change will actually serve our clients better by allowing us to keep a more balanced inventory offering in the most sought after shapes and weights and to offer a wider selection of stones.

If you continue to trade-up to stones that fit the automatically eligibility for trade-ups, you''ll be able to continue trading as usual. I believe in Sizzle''s case, the stone she was contemplating moving into was one that wouldn''t fit the eligibility requirements for a subsequent trade-up going forward. If she were to select another stone that was eligible for trade-up, she could continue trading up.

Hope this helps, but I''m happy to work through any remaining questions folks may have.

Ugh - this is what happens when I stay up past my bedtime.

The highlighted portion should read ''There is no time limitation'', meaning you don''t have to act fast before your trade-up provision expires. It doesn''t expire; if your stone has been eligible for trade under the prior policy, it still will be eligible going forward.

LOL! I was going to email you about that little slip, but wanted to finish reading the thread first. From what I am reading it seems that your intentions were understood loud and clear, which is a good thing.

Wink

 

[Sizzle]

Date: 12/4/2009 12:54:24 AM
Author: Allison D.

Date: 12/3/2009 6:54:00 PM
Author: Allison D.

Date: 12/3/2009 5:21:54 PM
Author: D2B
As long as they honour past purchases and they policies they fall under, I am not sure why anyone would be upset. So lets see what the WF rep has to say and what happens.

D2B, you hit the nail on the head, and that''s precisely the plan.

Whiteflash has never failed to honor its policies, and now is no exception. For all those who have purchased a stone that was eligible at time of purchase for our trade-up policy, it''s still eligible and that will not change.

Thing2, let me also reassure you that there''s no rush to upgrade your existing stone. You can take as long as you like, and we''ll of course honor the upgrade. There is time limitation; the eligibility hinges on what the policy for your stone was at time of purchase.

Sizzles is correct that there has been an amendment to our policy, but it doesn''t that only branded stones are eligible for trade-up. It says that ACAs (branded line) AND Expert Selection stones (which aren''t branded) will be eligible for trade-up automatically (within the normal greater value requirements).

It does not say that no other stones will be eligible for trade-up; it says that other stones may be eligible with special approval. This means that eligibility isn''t automatic, but may be possible.

This change will actually serve our clients better by allowing us to keep a more balanced inventory offering in the most sought after shapes and weights and to offer a wider selection of stones.

If you continue to trade-up to stones that fit the automatically eligibility for trade-ups, you''ll be able to continue trading as usual. I believe in Sizzle''s case, the stone she was contemplating moving into was one that wouldn''t fit the eligibility requirements for a subsequent trade-up going forward. If she were to select another stone that was eligible for trade-up, she could continue trading up.

Hope this helps, but I''m happy to work through any remaining questions folks may have.

Ugh - this is what happens when I stay up past my bedtime.

The highlighted portion should read ''There is no time limitation'', meaning you don''t have to act fast before your trade-up provision expires. It doesn''t expire; if your stone has been eligible for trade under the prior policy, it still will be eligible going forward.

I''m going to continue to believe there IS a time limitation so I can justify a quicker upgrade

 

[yssie]

I purchased a stone from WFs virtual inventory, because I specifically wanted an FIC, and these are nowhere to be found in ACA/ES (no PS at the time).

I purchased in part because I knew that as long as the stone had been approved by WF, I could upgrade at any time. I do, in fact, want to upgrade to a larger FIC sometime in the next ten years.

I'm not at all happy that I wasn't informed of this policy change beforehand, as it appears that without an ACA/ES I may not be eligible for upgrade anymore!! I have emailed my SA, will post the conclusion.

 

[yssie]

Received a reply, others who bought from the WF virtual inventory can sleep easy.

The policy change is for future purchases, and benefits stated at time of purchase will hold.


Which means, I can still upgrade too!