This is always an unhappy subject for both the customer and the supplier, but sooner or later they happen for whatever reason. I bring this up because of a return we just received. Clearly it is understood how packages are packed whether it is by us or Hermle or any of the other suppliers. Our terms state that the returns must be received in the same condition sent.

As shown above, the KSU movement was simply put into a box. Not even a plastic bag to protect it from peanuts going all through it. Selector arms destroyed. Of course, there was no note about why the unit was returned. Nothing.

Long story short, we cannot give credit or refund or exchange on this movement regardless of the reason it was returned. I am sure this will result in an unhappy conversation on Monday with the customer.

Please be very careful about how returns are handled.