[Jewelry making - Article 01382] - [Orchid] Oops, I broke your tanzanite

[DAgronick]

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    Hello all, I recently broke a customers 1.14ct tanzanite. The gem
    wasn't very high quality. My plan was to contact the customer and
    replace the gem with one of nicer quality, at my expense. 

    The customer has let me know that the stone was bought in Bermuda
    while she was on vacation, visiting the island where she was born.
    Because of this connection, she has informed me that the stone
    carries a high sentimental value. She has insisted the I call the
    retail jeweler (10 store chain) where she purchased the stone. This
    way her sentimental attachment will remain intact, as the stone will
    come from the same store on the island of her birth. 

    Keeping in mind the gem source is Africa, I am having a hard time
    with this one. I have called the jewelry store in Bermuda. The
    manager there thinks this is a peculiar request, and was a bit
    amused. I feel I'm caught between a tanzanite and a hard place, and
    will have to talk to the customer today. 

    Does anyone out there have any kind of release the customer signs,
    that will absolve the jeweler from responsibility if the customers
    gem breaks during setting? 

    I've been in the business for 30 years and thought I have seen it
    all. The bottom line for me is to satisfy my customer, however this
    one is hard to swallow. 

    Any opinions, feedback or general chatter on the subject will be
    graciously received. 

Happy setting,
David 


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