Smart Tint Defective Product/Poor Customer Services Stony Brook New York

Smart Tint, Inc.

2188 Nesconsett Hwy

Stony Brook, NY 11790

Warranty Validation (Engineering@SmartTint.com)

John Adams, Director of Operations

Will Sharp, Operations

Gentlemen,

I have worked with you the past several weeks to address, what I believe to be a defective product.  At this point we have come to no consensus on how to move forward towards resolving this dispute.

At this point I think it is appropriate to recap the history of problem to regain our perspective.  Last year I bought two panels of Smart Tint to cover two adjacent French doors.  Apparently, there is some confusion as to the panels color.  My documentation shows Black yet you claim the order was for Gray.  For the sake of the discussion, the color is irrelevant-I was reasonably happy with the product, I won’t go into why I wasn’t perfectly happy, but life was good.

Then earlier this year there was an accident and the panel on the right French door was damaged.  I ordered a replacement panel.  I thought I ordered the matching color, dimensions, and wiring layout. But, again there appears to be confusion about that.  I have attached the documentation I have that itemizes my order, but I’ll go with whatever Smart Tint has on record.  Again, for me, and the sake of the discussion, the color is irrelevant, the measurements and wiring layout was fine.

So, let’s review the problem.  I have attached the current pictures of the French doors as a reminder. 

During the past several weeks you have told me the panels I ordered are two different colors.  I am unable to dispute that.  I only have my documentation to prove I ordered the same color.  Having said that, even if the two panels are different colors, Black and Gray, shouldn’t they at least be at the same level of transparency at full power?

You’ve suggested it is a wiring issue.  We addressed that concern by running each panel on separate power supplies at full power, so we have eliminated the wiring.

You’ve stated a difference in older technology (2018) and newer technology (2019) of one year is the problem.  I am unable to comment.

You’ve have also stated differences between different batches is the problem.  I am unable comment.

After all we’ve gone through, can this really be right, even with the items I am unable to comment on?

You have asked me to remove the film from the door, package it, and return it to you for evaluation.  However, after reading reviews on Yelp and Yahoo, I really question the probability Smart Tint will determine the product is defective.  In fact, I strongly suspect you Smart Tint will respond that I have breached the warranty despite the product working this way right out of the box.

Based on my recent experiences with Smart Tint, reading Smart Tint reviews, and learning more about the company (i.e. discovering the company’s address is Waldbaum’s per Google-Earth, no direct company phone number), I prefer to terminate my relationship with Smart Tint and pursue an alternative product/technology with a source I have can have confidence will support their product and me.  If only I had done my due diligence in 2018.