[2_hotty]

Originally Posted by Jambine

Your club 6 chips came to mind immediately when I read the OP.
The area of foil on the logo is about as large as I’ve ever seen. Are they holding up OK?

I didn't look yet, but I will tonight. I'll post as soon as I check them out.

[Couga]

"I will replace the 116 chips this last time, and that is it. Finished, end of story. If you are going to destroy the hot stamp on the chips from this point on, than that is your fault and problem."

This is shocking. Anyone that has spent any time in Customer Service knows that this is unacceptable behavior when dealing with anyone but an abusive customer. If anyone but an executive sends out an email like this they better start looking for a cardboard box to pack all their stuff in, because they are about to get sh!tcanned.

[Deuce]

Originally Posted by Couga

"I will replace the 116 chips this last time, and that is it. Finished, end of story. If you are going to destroy the hot stamp on the chips from this point on, than that is your fault and problem."

This is shocking. Anyone that has spent any time in Customer Service knows that this is unacceptable behavior. If anyone but an executive sends out an email like this they better start looking for a cardboard box to pack all their stuff in, because they are about to get sh!tcanned.

I completely agree!!! Good to know that I might not want to deal with BCC... I was thinking about doing another custom cash set but after this horrow story I will wait until the Endy's chime in and come clean or not do it all.

[PhilTheThrill14]

Is it possible, that with a "large area" hotstamp, scraping at it with your fingernail or some other object is a bad idea?

[Deuce]

Originally Posted by PhilTheThrill14

Is it possible, that with a "large area" hotstamp, scraping at it with your fingernail or some other object is a bad idea?

But his replacements are ok...

[Nexttime]

Originally Posted by PhilTheThrill14

Is it possible, that with a "large area" hotstamp, scraping at it with your fingernail or some other object is a bad idea?

Sort of like the scraping that happens when shuffling chips?

I've shuffled many hotstamped chips. I've never seen them peel off before.

[Jambine]

Originally Posted by BPTDirector

.....I feel for you that your stamps haven't worked out and truly believe that the Endy's are trying to be valuable contributors to this site and would be willing to work out something reasonable for you, as slim as that looks from your side. Hang in there, let the tempers cool a little on both sides, and take another very objective try at getting your problem resolved. I'd be surprised if sometime in the future you didn't put out a post that says even though it was a pain to get it right, it finally turned out right for you.....

I have to agree. Clearly they have taken some extraordinary steps to resolve this, and it doesn’t sound like they are done yet. Give it a chance.

I had a minor problem with my BCC’s, and it was resolved nicely. I would (and soon will) do business with them again.

[maniack]

Thanks for all your responses. I just wanted to bring it to your attention to hopefully save somebody from the rigamarole that I've endured.

Originally Posted by BPTDirector

From what you relate you definitely have a flaw somewhere that should be fixed as long as you keep the lines of communication open and cordial no matter how hard it seems to be to keep it cordial.

I feel like I've been exceedingly patient during this whole process. In fact, I started writing this post a month ago and didn't post it in hopes that I could do so with a happy ending. Unfortunately, the last communication I got from Mike Endy basically told me to go jump in a lake. Now I've thrown away $100 on a custom die and have a small set of chips that I'll never be able to add to in the future.

Originally Posted by Nanook

There is definately something about having too much area on the stamp. This is not something new and yes, they should have known about it, but............. the video you shot shows that something else is a miss.

This is the first time I've ever even thought about hotstamping and dies and chips, so I admit I don't know the technical requirements. I would have been happy to submit a new design; in fact, I thought that's what I supposed to do. I would have changed the design if they hadn't remade the chips on their own the first time.

The thing is, they proved it's not my stamp that's bad. You can see in the video that the denomination stamps just wiped right off too and those have a very small surface area. Add to that the fact that the chips that they've replaced are great! Mirror surfaces and very hard stamps - I can't damage them with my thumbnail no matter how hard I try. They admitted there was a defect, yet they keep trying to send me back parts of the original order like I wouldn't notice or something and then yell at me when I sent the order back.

$500 may be a drop in the bucket to them, but to me it's a significant amount to drop on a product I use maybe 20 times a year. I could have just got custom stamped slugs or NexGens, but I wanted a product that would last a lifetime and they keep trying to deliver a product that didn't last 20 minutes in my pocket... and then blaming me for it. When I buy a premium product for a premium price, I expect premium service and that's not what I've gotten here.

Originally Posted by Jambine

Clearly they have taken some extraordinary steps to resolve this, and it doesn’t sound like they are done yet.

Mike Endy wrote:
I will replace the 116 chips this last time, and that is it. Finished, end of story. If you are going to destroy the hot stamp on the chips from this point on, than that is your fault and problem. I will be sending back your stamp with the chips as well. We will not make any chips with that stamp in the future.

Sounds like they're done to me.

[beekeeper]

Originally Posted by Couga

"I will replace the 116 chips this last time, and that is it. Finished, end of story. If you are going to destroy the hot stamp on the chips from this point on, than that is your fault and problem."

This is shocking. Anyone that has spent any time in Customer Service knows that this is unacceptable behavior when dealing with anyone but an abusive customer. If anyone but an executive sends out an email like this they better start looking for a cardboard box to pack all their stuff in, because they are about to get sh!tcanned.

Depending on the size of the company, it can be necessary to limit how much loss they will incur to honor customer satisfaction. I know this sounds illogical, but I know that for small-to-medium companies everything is a balancing act.

I used to work for my brother-in-law's company--we only had 10 employees--reconditioning and installing industrial equipment. We always tried to honor customer satisfaction, but sometimes situations beyond our control seriously jeopardized our efforts. In situations where we took a large loss in relation to the profit we stood to make on something, we had to make a decision based on what we would do not just in that case, but if we were to face a similar situation again. It's a difficult balance. But I know that small-to-medium sized companies can't take their cash flow, or loss situations and precedence, for granted.

I don't mean to minimize the OP's concerns. If I were the consumer, I would advocate like heck for myself. But I've been on the other side, too, and I know that for small/med companies, you can have the best of intentions, but be limited in your ability to meet every contingency. FWIW

[Couga]

Originally Posted by PhilTheThrill14

Is it possible, that with a "large area" hotstamp, scraping at it with your fingernail or some other object is a bad idea?

I think there is no doubt that what you suggest is not a great idea. However, chip shuffling should not destroy the chip. Granted shuffling would take a short time longer than what the taped showed, but it definitely would still have flaked off. The hotstamp integrity should remain intact after such activity for at least a little while. Chips are made to be handled, they shouldn't have to be babied. If the "large area" was an issue it should have been discussed so the customer knew the risk beforehand, not after the fact. I understand you are trying to stick up and be friendly with a manufacturer within the industry but call a spade a spade, that last email was out of line, unless the OP left out that he had become abusive or extrodinarily rude, and if that is the case I withdraw my statements here. If not, there are other ways to convey what was written by the supplier.