Troubleshooter: Class ring warranty

April 28, 2010 5:39:09 PM PDT
When Keith Zimmerman bought his class ring back in 1986, it came with a limited lifetime warranty.

Decades after he graduated, it needed repair.

"It's been chipping for years and it's just been looking worse and worse over time," he said.

So he called the manufacturer Balfour.

"I called them and talked to a lady and told her I wanted the gem replaced, resized, re-dated and she said of that's all covered under the lifetime warranty," Zimmerman recalled. "She said mail it in to this address and insure it for this amount and we'll take care of it."

Zimmerman did all of that, but two weeks later:

"I got a call and they said we can't change the date, and I said Okay well just change the rock and resize it. And then two weeks later, I get another call and they can't change stone, and finally get call that they can't resize it and I said well just send it back," said Zimmerman.

Frustrated, Zimmerman called ABC11 Troubleshooter Diane Wilson. We got in touch with Balfour and Zimmerman got a phone call.

"She said you called the television station and I said yes ma'am and she said we're going to take care of you right. Just send it in, we'll send Fed ex to pick it up," he said.

A few weeks later, Zimmerman got his ring back. It's re-sized, has his correct graduation date, and also a new stone.

"[It's] beautiful, perfect, looks just like it does when I first bought it," he said.

Balfour worked directly with Zimmerman to resolve his complaint. Besides taking care of his issues with the ring, Balfour also covered the shipping, so the repair cost him nothing.

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