Merry Christmas Cursive With Candy Cane

Hello Elaine and thank you for taking the time to post a review. I am sorry about the issue with the display. During your conversation with our customer service team and prior to the posting of your review, we provided you with the solution to getting the display up and running in tip top form. But you have not yet confirmed that the bulbs are snug in the sockets, nor have you provided the bulb count and color order so that we can send you a replacement string. We never asked you to purchase a replacement string. We just need to know the color order and bulb count so that we can make a new one for you. I have provided the entirety of your previous conversation with our customer service team below for reference.

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Hi Elaine, While wireframe displays are not returnable, exchangeable, etc (as noted on the product page), we will always make sure your display is up and running correctly if there is an issue after it arrives.

We do test every display before shipment. However, sometimes the jostling around during shipment can trigger issues with the light strings.

The most common problem is that a bulb has been shaken loose in a socket and created an interruption in the electrical flow. If that is the case, making sure that all of the bulbs in the section that is not working are seated correctly in their sockets will be the first thing to check.

If you make sure all the bulbs are tightly seated in that section, then we need to make a new light string to send you for replacement of the one that isn't working.

Because each of our displays is handmade, the layout of the bulbs and string lengths can be different from one display to the next even though it is the same design. So we will need to know the exact layout of the problem string in order to send you a replacement.

We will need to know the following:

how many total bulbs are on the string that has bulbs that aren't working, including the lights that are working, but are are that same string. It will be either 10,15, 20, 25, 35, 50, 70, or 100 bulbs.

we also need to know the bulb color order - starting at the male plug end. For example, if i t is a string with 25 bulbs on it, starting at the male end: 4 red, 3 white, 3 red, 4 green, 3 white, 5 red, 3 white - I have attached a sketch to give you a visual.

My apologies for the trouble, but we will get this taken care of for you as soon as we hear back from you.

Best Regards,

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You can take this back and fix it. I paid a-lot of money for this
and I shouldn’t have to fix it.
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Hi Elaine, while I understand your frustration, we do not accept returns, refund or exchanges on wireframe displays - as noted on the product pages and all of our related polices. We are more than happy to provide everything that is needed to fix the lights that aren't working if you would like to provide us with the details that are needed in order to do that.

Best Regards,

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I paid for shipping protection. If you checked this out before you sent it to me, as you said you did, and it worked just fine. then it must have been damaged in shipping. Therefore, I deserve a refund.
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Hi Elaine, the Item is not damaged. It is a defect. Defects are not covered for any type of item via shipping protection. Shipping protection covers damage, theft or loss.

Our warranty on wireframe displays is that we will provide you with everything you need to make sure it is working correctly.

As I have mentioned, if you will provide us with the details to be able to build and ship you a replacement string, we will be happy to do so.

Best Regards,

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If it was working when it left your facility and it doesn’t work now, it is obviously damaged from shipping

Please let a supervisor look at this case. You are being unreasonable
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Hi Elaine, as I have explained, that is not how it works. We ship thousands of wireframes every year and sometimes the lights need a little love after shipment and we are always more than willing to take care of these things by providing everything you need to fix the issue. It happens sometimes. It's easy to do. And I have provided you with all of the information that we need from you.

1) have you made sure that all of the bulbs are snug in their sockets?
2) if you have, then we need the previously mentioned color counts to build a new string for you.

I am the owner, hence I am the supervisor. This is not unreasonable. It is standard procedure for wireframe displays that are hand made.

If you would like to follow the steps I have provided, we'll be happy to help.

Best Regards,

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We need 22 white and 25 red
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Hi Elaine - the total of the bulbs does not equal a full string length. Total you have provided is 47 bulbs. The total color count will be equal the total number of bulbs on the string in question. We have to know the total bulb count of the string and the color order/count in order to build a new string for you - starting from the male end of the string and all the way to the female end. Please see my original note (copied below) and the drawing I sent over (attached here again for you)

Have you made sure that all of the bulbs are snug in their sockets?

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(Copied from previous message):
We will need to know the following:

how many total bulbs are on the string that has bulbs that aren't working, including the lights that are working, but are are that same string. It will be either 10,15, 20, 25, 35, 50, 70, or 100 bulbs.
we also need to know the bulb color order - starting at the male plug end. For example, if i t is a string with 25 bulbs on it, starting at the male end: 4 red, 3 white, 3 red, 4 green, 3 white, 5 red, 3 white - I have attached a sketch to give you a visual.

Best Regards,
(End copied message)

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