[Jewelry making - Article 00514] - Re: [Orchid] Faulty clasp, Upset Customer

[Neilthejeweler]

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    This falls under mysterious disappearance. No one can say whether
    she closed the clasp correctly, or it did fail, or if it
    inadvertently was damaged in some way. You are not responsible for
    the use of the bracelet after the sale. If the piece was valuable it
    would have been her responsibility to insure against loss.
    Homeowner's may cover it automatically, she should check with her
    agent. You would be happy to work with her insurer to replace it. 

    I would look up the record of the sale and speak with the
    salesperson who allegedly reassured the customer about the catch.
    This sales associate may go on the defensive and deny or not
    remember. make it clear there will be no repercussions, you just need
    the facts. 

    But, its good to make some sort of satisfactory arrangement with
    her. If the insurance gambit doesn't work why not suggest that since
    this IS a mystery, and there are no known facts, just assumptions and
    assertions (after all, she didn't say she watched it fall off her
    wrist and into the ocean)...offer to replace the bracelet at half
    regular price. If you're lucky you'll break even. Don't suggest
    replacement at cost...no no. Ask that she report the loss to the
    local police( get the report...no report, no deal), ostensibly in
    case its found, but more Machiavellian, she may not wish to make a
    false statement to police (a crime) if this whole thing is a setup.
    Hey, "trust, but verify". 

    Diplomacy should be part of the curriculum. 

Good luck and keep us informed.
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