The Passion of the Customer

This customer wanted our candles but received knock-offs instead. He's very unhappy (which makes me very happy). We're monitoring the situation and will help out if possible. I've eliminated names to protect, well, myself.

TO: UCO COPORATION/Industrial Revolution

The substitute candles sent to us by M are a complete horror. They were sent in place of UCO candles and without our consent. The generics are sold by L. Yesterday, L's person told me their candles are not as good as UCO's.

We tested 5 of the generic candles sent by M during the last 12 hours, in two UCO single-candle lanterns, and in a glass candle cup.

1. No candle stayed lit because the wicks burned high and quickly and bent over into the melted wax. Then the candles put themselves out. This happend in the UCO lanterns and inside the candle cup.

2. The replacement candles made a mess of the candles and deposited immense quantities of black (soot) within them.

3. We are left with huge candle messes in both UCO lanterns.

4. Even when the wicks were trimmed, they repeatedly burned very high and extinguished themselves within the melted wax.

5. Because of the performances of the generic candles, the UCO lanterns are filled with hardened wax and require boiling water to clean out.

We did not authorise M to switch to a generic candle, nor would we have done that. This unauthorised switch is bad business. Even the shipping receipt states UCO CANDLES, as does the website as of today. This is totally false. We were baited by the low price $1.99 for 3 UCO candles, then the UCO product was switched to the other.

M says he is not charging for the switched product and he is refunding what we paid. This is no gift because we are now having to shop for another 30 UCO candles, at another cost, and another delay.

We paid for sterling products and were sent paste.

B

Honolulu, Hawaii

November 6, 2005