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This is a copy paste of the FIRST email I got from them. I have not yet received a second email as a reply to asking for clarification of my options regarding amount of partial refund etc. I will update with what they say, but for now this details exactly what they said about the parts so there is no confusion/paraphrasing. Names removed but zero editing done, this is what I received after I told them it was a used part. I'd like to resolve the issue first before posting about the company. Except for the 'we test things' part (and admin staff do sometimes get stuff wrong) the offer of free return or partial refund seems appropriate action, so far I'm not upset with the returns staff but I am obviously annoyed that this is taking up my time.
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thank you for your mail and the pictures!
We are truly sorry for those inconveniences!
We would like to inform you that we do check several of those “PRS ACC-4005 Stop Tail”
as part of our quality controll and, most probably, you have received one of those.
We want to apologize that the included Allen Key was missing and,
as a consequence, would like to offer you a free return for the item for a refund.
If you, however, would like to keep it, it would even be possible to offer you some discount on its price.
Please let us know which option you would prefer.
Worst... quality... control... ever!
So they take an immaculate part out of the packaging, damage it, lose parts and then sell it as new. Excellent! Maybe these guys were trained by Gibson.
In which case...why the fooook would a dealer need to carry out their own quality control testing on the parts?
Are PRS known for poor quality control on their parts?
Why stock their parts if you distrust the bridges enough to need to take them out and bash them about before you're happy to sell them?
I haven't heard back from the company about clarifying how much they're offering as a partial refund, and given the time I don't think I'll get a response until tomorrow anyway. I agree though there should be no reason to need to test the part.
"Take these three items, some WD-40, a vise grip, and a roll of duct tape. Any man worth his salt can fix almost any problem with this stuff alone." - Walt Kowalski
"Only two things are infinite - the universe, and human stupidity. And I'm not sure about the universe." - Albert Einstein
I'd get in touch with PRS Europe about this - I'd be very surprised if they didn't ensure the matter was resolved very quickly.
Sorry for misreading your post earlier...
If you don't get anywhere, try to get in contact with him.
Ask them to make arrangements to collect it, at their expense, and demand a full refund. If you paid by credit card, be prepared to involve the credit card company as well.
If you accept the goods then you will harm your rights if it proves to be defective within an acceptable warranty period as you will have knowingly bought second-hand goods, to which different standards will apply.