CHROMiX

Open box and software

I received my color eyes display bundle today with colorimeter, and am disapointed. The fedex package was in great shape, but the color eyes box had a broken seal. The software CD has been handled (printed up), and there are use scuffs on the colorimeter. Nothing major in itself, but it looks like I was shipped someone elses return. I do not yet have the system that I purchased this for, so I have not tested the unit. Please advise.

We at Integrated Color, receive boxes of DTP-94s from Xrite sealed. We have asked that they not be shipped that way but the problem has yet to go away.
We need to put a disk, manual, print and pouch in the box. As for the cd, they are indeed put in sleeves by hand, so it is possible for them to get a print by accident.
As for the scratches we have looked at several new units we had in stock and found similar scuff marks. We are discussing this with XRite.
I can’t speak for Steve is this regard but we have not had a single return, that we could actually ship out again. So I don’t think you should worry about having gotten a second hand one.
Jack

I appreciate your response, and must say that the fellow I purchased from was very nice to deal with during the sales process.

That said, this is very odd:

"As for the scratches we have looked at several new units we had in stock and found similar scuff marks. "

If you are opening the units and finding scuff marks, why would you send those on to customers? Scuff marks and scratches on optical equipment, in my mind, represent mishandling or abuse. This is not what a customer is expecting from a new product purchase.

Furthermore, it smells bad to the customer. If you receive an item that looks used, the assumption is made that it is used. With the number of faulty colorimeters on the market (that many of your customers have experienced leading to the upgrade to your product), the assumption will be made that these are either warranty returns or refurbs.

Additionally, the open box I am refering to is the integrated color box, not an X rite box. I assume that you are not breaking your own seal once you have packaged it.

At 10:05 AM -0700 6/16/05, ColorQuest wrote:

I appreciate your response, and must say that the fellow I purchased from was very nice to deal with during the sales process.

That’s good to hear, Rick will be happy to know that.

That said, this is very odd:

"As for the scratches we have looked at several new units we had in stock and found similar scuff marks. "

If you are opening the units and finding scuff marks, why would you send those on to customers? Scuff marks and scratches on optical equipment, in my mind, represent mishandling or abuse. This is not what a customer is expecting from a new product purchase.

Furthermore, it smells bad to the customer. If you receive an item that looks used, the assumption is made that it is used. With the number of faulty colorimeters on the market (that many of your customers have experienced leading to the upgrade to your product), the assumption will be made that these are either warranty returns or refurbs.

Additionally, the open box I am refering to is the integrated color box, not an X rite box. I assume that you are not breaking your own seal once you have packaged it.

OK, a couple of things.

We’ve just gone through our stock of these and come to a few conclusions. It appears that the packaging itself rubs slightly on the underside of the instrument and can leave slight scuff marks on the shiny plastic. The scuff marks on the top of the instrument don’t have an immediate explanation although they don’t seem to be affecting the performance of it at all. The gray plastic on the top of it has a finish that is susceptible to showing any marks as well.

In regards to the open box, when ICC receives the package from X-Rite it is sealed. ICC breaks the seal to insert their software CD and they don’t “reseal” it. Unfortunately you don’t know that when you receive it so you start to wonder…

We are working with ICC and X-Rite to suggest changes to the packaging and shipping and expect to improve this in some manner in the future.

In the meantime we’ve inspected the stock we have on hand and find it to be quite satisfactory. We will be shipping you replacements today and ask that you promptly ship back the originals with all the packaging. We’ll take up the fight on our (CHROMiX) end and you can get on with using ColorEyes. It really is a great product so we want to ensure you are happy with it.

We will also be contacting you offline about this. Thanks for your patience.

Regards,

Steve Upton


o Steve Upton CHROMiX www.chromix.com
o (hueman) 866.CHROMiX


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This reminds me of the scratched Mac G4Cube debacle… it’s what started apple covering all their clear plastic products with that thin saran wrap-like film.

Sounds like maybe the finishes on the instrument itself aren’t really suited for a handheld device!