The newest dirt from the ongoing Salient drama on Facebook:
(Posted by the guy who made the original complaint)
"So after Collin Anderson received the a fake threat from a fake attorney and salient, I went ahead and created a claim with the better business bureau (almost identical to the my OP) and sent them the following email:
"
You guys had this coming for a long time. Way to hire an imaginary attorney by the way. Why don't you hire some imaginary friends while you're at it since you are such pricks that no one could bear to be around you for two seconds.
"
Steve's response:
"
Alex,
I saw some of the threads/posts earlier today regarding your Helix bag warranty matter. I do apologize for the delay of nearly a week in getting back to you but before we could do so you had posted many disparaging and rude remarks on many different social media sites and on our own website. Our warranty policy has not changed since we offered it and the response you received was definitely in line with that policy. We typically do not respond to warranty matters until the policy is followed and while you did send an email, there was no pictures of the issue and you did not inform us of your warranty number; all of which is clearly stated on our warranty policy.
I see that you did purchase an extended warranty when you bought the bag. Do you have that warranty card? If so, I would be willing to handle your warranty matter but I do have some conditions.
1. You will be required to send in the bag for a replacement, not a repair, since you have the warranty. You will need to send in the warranty card with the bag to make this happen.
2. You will need to post to the different forums where you have expressed your remarks that Salient honored the warranty. Your post will need to clarify that you began posting to social media prior to hearing from Salient and that our initial response to you was not to refuse your warranty on any grounds other than your posting to social media prior to our attempt to rectify this matter. (We should have responded earlier, no doubt, but before we could, you were blasting us. Had you been just a bit more patient, and had you followed the clearly written policy, I can guarantee you that your warranty would have been honored. We have the social media clause since we are a small company and we do want the opportunity to correct any issues that might arise).
3. You must inform your friends of the warranty replacement and the fact that the warranty would have been honored had it not been for the social media posts prior to our initial reply and that our lack of a response was due to your failure to follow the warranty notification policy.
In short, you need to acknowledge that we handled your complaint once you followed the written policy.
If you comply with these conditions, you will receive a replacement bag from Salient. I can guarantee that.
I leave the decision to you. I do appreciate your support but I cannot condone the manner in which you went about this request. I do understand your frustration and hope to make this right with you.
Steve Boucher
Salient Discs"
I'll leave it up to y'all to decide what to make of all this. Personally, I think it's good that they are trying to do the right thing, HOWEVER they are clearly doing it the wrong way. Steve always seems to be covering for some bonehead move made by Kilgus, and this just smacks of that. I get that they are a small company, but trying to hide the truth and whitewash your **** up, especially by insisting that the customer apologize (when they really did nothing wrong) is bad business all around.
I've had quite the journey of opinion with Salient, from venomous hatred, to begrudging acceptance, to full-on apologists, back to hatred, and now to pure puzzlement. As in: how are these guys still in business? And why did I ever give them a second chance last year?
