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Svar från Owndoc

Uppdaterad 18 maj 2023

You deliberately claimed a lot of untruths, which is the definition of a liar.

Mentioning that criminal defamation here could result in legal action is hardly "bullying". If someone burns your house down (which would cause very much less damage than ruining our business reputation with lies - many people would become unemployed, millions of dollars of income would be forfeit), wouldn't you try to get that crime prosecuted? We have no legal rights because you do not like us?

I never was abusive to you, as you initially claimed in the title.

I politely warned you you'd likely incur a Customs fee of around GBP 45 (in addition to VAT) bec. you did not understand our detailed store warning on exactly how to avoid that, importing into the UK. After Brexit, complex rules came into force, unfortunately. These fees apply when the order is > 135 GBP and an item in the order is not EU-made. You failed to understand or believe this and refused to reiterate those UK Customs rules in your own words so I could verify that you finally understood. Instead you became increasingly arrogant, saying you understood perfectly well that there will be NO Customs charges under any conditions so I should basically shut up and take your order.

When I again explained that you did not understand our explanation and it was nearly guaranteed you'd incur huge fees due to your misunderstanding. you became increasingly rude and made a thinly veiled threat of smearing our reputation online - exactly as you now did, here. When people insult or threaten us, we won't merely block them from making a purchase but block them from seeing our site entirely, so we won't have to deal with them anymore.

When I clarified we do not want to end up paying a GBP 40 fee for re-import Customs fees and lost postage in case you decide not to accept the shipment bec. other UK customers had done so recently also, when they decided not to want to pay unexpectedly high additional import fees, you implied that my warning of these potentially huge fees was nonsense, that our store warning was nonsensical etc. and showed us an example, "to remind you.." how perfecthairhealth could be used to ruin our reputation.

Note to the reader:

None of our bad "reviews" are from actual customers. It's always someone taking a dishonest revenge for us refusing to sell to them, either to protect them against themselves or ourselves against them. People can smear us here anonymously without having to provide a shred of evidence for their claims and of course 99% of sociopaths that we kicked out of our store will give a bad review with a nonsense story.

We understand that our flagship product is unique and extremely desirable and hence, people get furious when they are unable to obtain them - especially when they realize they have only themselves to blame. It doesn't make for juicy defamation to tell the mundane truth: "I was uncooperative/rude/threatening so they blocked me/refused to sell to me" so it's always a variation on the same story: "These people are extremely hostile, atrocious customer service, they are stark raving mad barbarians who belong in a lunatic asylum and their good reviews are fake".

Svar från Owndoc

Uppdaterad 3 maj 2023

Hi Recep,

I repeat what I told you last time:

- If the cartridge you used scratched your skin then that is not a flaw of the machine but user error, against which we profusely warn in the user manual - several times, in bold, highlighted text. Scratching (which is harmless) and shallow needling is caused by damaging the cartridge by pushing its plunger through its Silicone spring-shroud during cleaning or needle inspection and I think that is the reason **** you kept refusing to show a photo of it when I repeatedly asked you to. ****

That was the only time anyone reporting a needling problem refused to show the cartridge used and also the only time any of our few tens of thousands of customers claims the cartridge destroyed his hair follicles.

- Even if the machine was malfunctioning (which is technically impossible due to the multiple built-in safeguards that verify one another like the three independent Autopilots in jet liners) and needled to its max. attainable depth, it can't have reached the follicles of your beard and even if you would manage to needle to the depth where the hair follicles reside, you must have bled profusely all over your face. But when I brought that up, you remained silent so I assume you did not bleed. Every step of the way you refused cooperation. No photos of the damage, no photo of the cartridge, no information whatsoever. Not the depth you used - you made a claim and then refused all cooperation.

- We have customers who believed bad advice and disregarded both our treatment interval guidelines and max. needling depth guidelines and none reported a disappearance of hair growth or scarring. Ever. It is possible that Derminator treatment makes the needles scratch over the skin and that is always due to the user with force having destroyed the cartridge and never can that cause permanent scarring - let alone the die-off of hair follicles, which reside deeper than the needles can even reach. Damaged cartridges needle *shallower* than the set depth and only retract slower so they could cause superficial scratching. Both are clear to the user and in that case, replace it with a new cartridge and do not damage that one by pressing hard on it's plunger with your finger..

- You refused to provide a photo of the "offending" cartridge or "before" photos of your face, neither are the images you attached sharp. They have a high resolution but they're very unsharp and low contrast so it is impossible to say anything about them. Not having sharp before & after photos makes it impossible to say anything about the issue.

- The lines are blurry but appear to be dryness, peeling and flakes from the needling. Not scars. However these lines could even be "natural". They certainly are much thinner than a needle cartridge. And the needling technique you used is circling, so no lines of any kind could have been created that way.

- You said hair disappeared on the exact spots where you needled to encourage hair growth, indicating that you had a specific pre-existing hair-growth problem at those spots, indicating that the cause for that existed prior to needling and of course could have worsened all by itself.

Svar från Owndoc

10 feb. 2023

Thank you, Sherif!

The needle cartridges need to be replaced when they get blunt, which is when they start to hurt more than normal. Unfortunately there is nothing we can do about that - it is the same with all other dermaneedling devices.

Unless there is something else you meant - it is namely possible for the user to make the cartridge inoperable when they push the plunger forcefully too far out with their finger during cleaning or needle inspection and then it has to be discarded. We warn against that in the user manual.

Svar från Owndoc

31 jan. 2023

Thank you, Paul! And apologies!

Svar från Owndoc

Uppdaterad 5 jan. 2023

This is another case of a 1-star "review" where the person was not a customer because we canceled his purchase. We have zero bad reviews from actual customers. So, zero complaints about warranties, quality or being refused a refund when one was due.

He refused to be charged on his next purchase a $2 refund fee we incurred due to solely his mistake, even though he'd previously very explicitly agreed to that so we told him we'd not accept him as a customer anymore, when he also messed up a subsequent order so we had to pay $4. An enormous quarrel ensued that took an hour of my time, just to keep explaining things and defend ourselves against his accusations. When he'd driven me nuts, he asked me to reconsider.

To get rid of him bec. I knew he would refuse, seen his stinginess over $2 that he'd even had agreed to pay and his utter sense of arrogant entitledness and pride, I told him if he paid the refund fees *we* were charged plus $29 for my time (I own the business and am also the bookkeeper and accountant, do 3D CAD, prepare patent submissions, write medical articles, code PHP for our store, run the business, am also chronically ill so a productive hour of my time is worth a lot). That became "extortion". But extortion is where you demand something that yields you a benefit or else you'll cause damage to someone. But I'd *refused* him as a customer. The $29 I asked for was clearly to get *rid* of him, not to obtain a benefit, since our profit on the orders we canceled was greater than $29. Plus, he was a regular customer so we'd lose even much more money. This person was costing us too much in wasted valuable time and stress. Asking timewasters that decide to break their promises to pay a little money for my time is in my experience the perfect way to shut them up and make them go away. I always choose an amount that is symbolically small, considering what my time is worth, but still large enough so that the troublesome potential customer will refuse to be "humiliated" into paying. Of course it results in 1-star "reviews" but I love those, since every single one is about someone, furious about *not* being able to buy from us.

Why he never received the refund I promised him:

Because our payment processor "improved" their site which broke some of their refund functionality, we had to switch to a different refund method (API instead of via their website) and due to our inexperience with that new store feature (which I implemented, Mea Culpa), plus the hostility from this customer that caused a stir, messed that up and forgot to refund him. We merely set the status to "refunded" but did not execute the actual refund command.

Since chargebacks are costly and downright dangerous for a merchant's ability to keep processing payments, we try to be extremely meticulous in refunding immediately.

Instead of asking us why his refund wasn't coming, he simply did a chargeback plus making us incur a $35 fine from his card issuer, which our payment processor passed onto us. Decent people don't do such a thing but this customer was intent on causing us maximum damage, for rejecting him as a customer due to erratic, hostile and entitled behavior.

All non-EU residents at the checkout stage sign a declaration that a chargeback for whatever reason, when the fine we pay for that is not repaid, will result in public blacklisting. We did *not* blacklist him for theft however, since in this case technically it wasn't theft. We simply mentioned "chargeback" and "causing $35 damage". When he ordered, we asked him to agree (in a warning text he had to click "I agree" on) that if he'd do a chargeback for any reason, we'd publicly blacklist him for that. He ignored that, as well as us asking to agree (in a message he had to agree to) that canceling an order would make him incur $2 on his next order. Actions have consequences, and that includes breaking several promises in a row, especially when they result in us losing $39, as it now stands.

Svar från Owndoc

Uppdaterad 21 dec. 2022

Let me start by pointing out that ZERO bad reviews for us here are from customers. 100% of 1-star "reviews" here are from people we *declined* as customers or temporarily put "on hold". Try to find a 1-star review from someone who actually *bought* something from us. There are none.

The GDPR precludes me from explaining how exactly he messed up his address but let's try to represent the issue symbolically.

Adrian is not telling the full story. He stated his address simply as:

Xxxxxxxx Yyyyyyyy

(With not even a comma or new line in between)
I googled for what the correct address could be, since a comma or newline was clearly missing and Zzzzzzzzz as well (which I told him), and he replied:

My apologies full address as below

Yyyyyyyy
Zzzzzzzzz
CO. CORK
P51 TF72

I thought plain *Cork* should be the city and the county would not belong to the address at all, for itl. shipments at least. I now did some research and see that I was wrong - Ireland is special like that and they OMIT the town name when the COUNTY has the same name and then specify the county ONLY (unique in the world). But that was exactly what we asked him to confirm, instead of shouting from the rooftops online how terrible we are.

Since we're not experts on Irish addresses either but want to avoid a non-delivery, I refunded him and told him he should re-order when he would be able to specify his address correctly.

Of course, since he decided to cause us undeserved reputational damage while all we did was try to get his order arriving instead of returning, we wish him good luck.

Svar från Owndoc

20 dec. 2022

Thank you! The only confusing aspect of our machine is the timer, when it's finished it says "OK" above the right button and when you press it (to presumably confirm), the timer starts all over again..

I'm not sure you were this British person who is trying to get incorrectly charged VAT refunded from UK Customs - they sometimes charge VAT over the price before a discount is applied. Presenting our invoice to them and pointing out that VAT is only charged over the end amount should solve the matter.

Healthy & Happy 2023, soon!

Svar från Owndoc

20 dec. 2022

Thank you and wishing you a healthy and happy 2023!