Laguna Tools Worst nightmare of my life Irvine California

My name is Steven Alvarez and I was Invloved with this transaction from the begining. The husband and wife buying this machine had visited our facility several times to see the machine and we produced several sample parts on the CNC model they were going to purchase. We agreed to give them the programmed parts that we designed for them as part of the deal. The machines were on backorder and the customer was notified when the machine was ready to be picked up. All cnc machines are delivered with no fork lift service. This is the responsibilty of the customer stated in our paper work. This is common practice with any large machine. The fact that they did not have the proper equipment to off load the machine show lack of preparation on their behalf. When they arrived to pick up the machine they noticed that there was some cosmetic damgage and were not very happy. They did notice two other identical machines close by and asked if they could have one of those. I mentioned that they were not ready but if they were willing to wait,I could arrange within a few days to have that machine prepped for them. They were unwilling to wait and decided to keep the machine with cosmetic issues and we would compensate them with an additional discount. The agreement was made and we loaded the machine onto the truck that they brought. A few hours later when they got the machine into their facility and they noticed additional damage,they called me upset. I offered my apologies and asked if they would let me take that machine back and provide the other machine that they had visually inspected but decided not to take. I also told the customer that I would deliver this machine with a forklift and pick up the other machine at no charge. I also offered to have them come down anytime for software help and design tips at no charge until they were comfortable with running the machine.

The machine took a few days to prep and we agreed to have the machine picked up on a Thursday afternoon. The driver unfortunately got stuck a few hours away and called the customer stating his situation and that he would be there first thing Friday morning to deliver. The customers were very angry and obviously not happy. They asked if they could have their money back.  Laguna tools agreed to give them a 100% refund which they received immediately once the original machine arrived back at Laguna Tools. I urged them to not take the original machine. I stated that I did not want them to have a machine they were not happy with and to please give me a few days to get the other machine prepped and delivered. It was there decision to keep that machine with the cosmetic issues. Our shipping department should not have cut corners and allowed that machine to be picked up and for that Laguna Tools apologizes. But we did make a concerted effort to make the customer happy.