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Dear Amery,
bit of a conumdrum as the customer is not the recipient (or intended
recipient anyway). Your customer does ask is there anything we can do
so that is a start point for negotiation and not a fixed position.
When you say the partner/customer made a mistake, do you mean with
the choice of intended recipient or with the choice of article? Not
intended to be rude but the comment about no ring being out there is
quite telling about theliklihood of any solution being acceptable to
the intended recipient rather than the actual paying customer. This
make the possibility of an exchange less likely. The 2 month delay in
wanting to do something about it also says quite a lot regarding what
they hope you will do (full refund) compared to what they expect you
to do (nothing-their hard luck).
I wouldnt have had the cheek to ask for a consideration in the first
place but it looks as though face saving is more important to them
then the exact solution. Ask them what they expect you to do about a
custom piece at a special price after this time when it is not
faulty goods.
Nick Royall
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