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Svar från Owndoc

3 nov. 2022

Thank you, Daniel and my apologies for the inconvenience!

Svar från Owndoc

Uppdaterad 4 okt. 2022

It's untrue about a "sudden message" for ID - our store asks all first-time Israeli- and potential customers from certain other countries/territories for ID automatically, as part of the checkout process.

Because in the past, we sold to all countries in the world. As we then experienced severe fraud or other very serious issues with a few countries/territories, we stopped selling to those countries/territories. That has nothing to do with racism but with protecting our company against chargebacks and bad reviews due to disappearing/late shipments, etc.

In case of Israel, Israelis then threatened to cause us trouble unless we'd sell to them. An example is another 1-star review of an Israeli here, who simply wrote that if we decided to sell to Israel, he'd change his rating from 1 to 5. Due to that blackmail, we decided to start selling to some countries and territories again that had always been a net loss to sell to, but we'd require uploading ID. Israel is one of those countries, Hawaii is another such territory and we also require ID for Americans and Canadians that use a Thor exit node or proxy server, blacklisted by AbuseIPdb or where the geographical distance between the delivery address and their IP address' location is very great.

Of course, if it weren't for the fact that this is an absolute necessity for our company, we'd not have this requirement. But we'd go bankrupt due to > 0.4% chargebacks in any one month, leading to us being placed on the MATCH list, which is a life-long global blacklist of the company and its principals with payment processors VISA and Mastercard etc. Not racism but business survival. We sell high-value items that are extremely popular, world-wide and that unfortunately attracts what is called "Friendly fraud". In case of Israel, it's not even so much fraud but the fact that a high % of tracked packages disappear and customers then doing chargebacks out of impatience, instead of waiting for a refund.

We remained polite the conversations we had with him, but this reviewer most assuredly did not. We were accused by Idan of being racists and antisemites in his first paragraph and later, after nearly half a dozen more support tickets where he got increasingly agitated, he eventually called me a Nazi.

The saddest part is that I'm what is called a Philo-semite. I explained to him that decades ago, I used to work in Israel for a long time (illegally, for a hotel/dive center in Eilat). That was a wonderful time. I've never experienced so much warm hospitality and selfless assistance. And that I was in love with an Israeli and planned to convert to Judaism so that I could stay. But sure - I'm "racist"..

Svar från Owndoc

Uppdaterad 14 juli 2022

*** UPDATE: See at the bottom for the motive of this person to lie, and him admitting he would destroy our reputation because we would not let him get away with unjust enrichment ***

We have a life-long warranty on all our products, esp. on the Derminator, which will be replaced by a new one via issuing a $199 store credit in case there is anything wrong with it. So you are lying for some reason and I encourage you to provide evidence of your claim here. I allow you to post all conversation we had. I see that in your 15 reviews, you've been calling many other companies "scammers". Are you aware that when you call someone a scammer, that this is accusing someone or a crime (fraud) and that if you knowingly falsely accuse a person or legal entity of a crime, that that is a crime in itself? Criminal defamation (libel) with intent to cause severe financial harm. The 160 or so 5-star reviews about how we replaced machines that were even out of warranty testify to our unique commitment to quality. Even better: Every single 1-star review is of someone, complaining that we refused to sell to them. And now we have the first one that (falsely) claims we refused to honor our lifetime warranty, in an apparent attempt to tarnish our reputation.

Broken switch, broken display backlight, stuck keys etc.: ALWAYS a full refund so you can buy a new machine. So there must be something else you've been demanding but not getting - I think you may be that person who claimed the needles weren't penetrating far enough but you kept refusing to perform a simple diagnostic test.

As to us "threatening to post your whole information": Customers agree that in case they commit a felony offense against our company (credit card fraud for example), that they agree to either repay what they stole from us or be publicly blacklisted. I agree that this is unorthodox but with 15,000 customers/year, many from the US, we used to suffer a lot from chargebacks as soon as we emailed them the tracking number and orders with stolen card details. And more than 0.4% chargebacks in any month and the merchant loses their payment processor, so with these rather expensive small electronic devices that are attractive to many people, also those that can't really afford them, merchants like ourselves must do a lot of effort to remain below that 0.4% at all times, even at times the postal services experience severe delays. We're still in business because we fight back against fraud.

As to me being rude, a scammer and not fit to run a business: I am blunt, not rude. Blunt because I am Autistic, as explained on our about page. And would a scammer have an exponentially growing sales business for more than a decade, all through word of mouth? Our tax filings are public. Our balance sheet and Profit & Loss are public. No advertising expenses and a 2.4 million dollar turnover in 2021. I think I'm pretty qualified to run this company :-)

As to your new allegations:

- We do not publicly blacklist thieves that enjoy GDPR protection. So no EU residents are blacklisted. If you are blacklisted by us, provide evidence the GDPR applies to you and we will remove it (and sue you for criminal defamation, since we then know who you are.)
Blacklisted people always have a mention of what they're blacklisted for. Usually credit card fraud.
And take note that GDPR does not apply to these blacklistings. GDPR is about preventing accidental data leaks, not contractual issues that lead to republishing data under license. So we may later publish also the details of EU-based criminals and let the courts sort things out. We're waiting until we have at least a million USD available for legal representation and a possible fine (that no doubt will, on appeal, be revoked) and then it's full speed ahead.

- Our 160 positive reviews here are not for "those lucky to get a working product" but for those, happy they got a replacement for a malfunctioning product. The reason many were so happy is that we also regularly replace very old machines that never had lifetime warranty. 160 5-star reviews reflect a tiny part of those warranty cases, since we sold many tens of thousands of machines and several thousand out-of-warranty ones are replaced just bec. we ran out of acceptable quality cartridges for them and had to redesign the machine so it would be able to use much better quality cartridges. Our cost of replacement was over $100,000 - that is our own cost of materials. If you wondered why we are the #1 western dermaneedling company in spite of zero advertising, well, that's one of the reasons.

- If we blacklisted you, it means you committed a criminal offense. In your case likely fraud, and now also criminal defamation. The fact that you refuse to provide evidence of a bad product so we'll give you a refund but keep whining here shows you're acting in bad faith. As to my unspecified "threat": People who steal from us or otherwise commit offenses are warned we will publicly blacklist them or even pursue legal action. You make it sound I'd hire an assassin, lol..

- I never said that being autistic entitles me to publish people's details willy-nilly. I said that them explicitly agreeing to blacklisting in case they'd commit an offense and refuse to pay us back in case of fraud entitles our company to publicly blacklist them. I said that my *bluntness* is due to Autism.

CONCLUSION

You claim that were are a criminal organization that uses fake reviews to drive purchases, that we then sell faulty merchandise that we refuse to replace and that we have done that with countless customers, and that the reason these customers haven't published bad reviews is that we blackmail them with plastering their private details all over the internet. That is what you claim, correct? As you claimed with more than a dozen other companies here.

We have contacted a large attorney's office, specialized in corporate libel and asked them whether they agree to take this case. TrustPilot will be asked by the court to disclose your identity, and both TrustPilot and you will be sued for criminal defamation and we will ask for penalties and damages as well as compensation for our legal expenses. We will sue in our jurisdiction of incorporation and in our tax jurisdiction. Failure to prove your allegations in court will result in losing the case, and the judgments are enforceable in the EU without possible appeal or delay but also in the US and other countries as per treaty.

UPDATE:

We have established the identity of this person and now know his motive. And he indeed owns a SEO/online reputation management company (TrustPilot forbade us to provide any details/evidence here). I quote part of our communication:

"Hi David,

We refunded and canceled your order because the SEK exchange rate was wildly wrong due to an error in a 3rd party exchange rate server that our store uses. You were charged less than 4 SEK (half a dollar) for a $45 purchase. We canceled your purchase but you can still place another order."

David was clearly disappointed (if we knew he'd lie to damage our business here, we'd of course have let him gotten away with it) and escalated, in spite of our explanations, with a litany of abuse and threats, a sample:

"This is very funny actually.... because YOUR system was broken? So rude and disrespectful and extremely unprofessional.... I have never been treated with such disrespect.. will make sure to give you the reviews and reputation you deserve all over the internet + make sure that it will be easily found by other people. Bad luck for you because that is my everyday job."

FINAL NOTE: It seems David misunderstood some of what we wrote in our communication, because we called him just now (only to be met with a litany of curses and threats) and his English is lacking. He assumed we had *publicly* blacklisted him for *fraud*. Of course we hadn't - it was our own fault that our store under-charged him and we never accused him of fraud. We merely blocked him until we fixed the SEK exchange rate update bug. His entire revenge-spree is out of anger not getting away with free merchandise.

Svar från Owndoc

1 juli 2022

Hi Ria,

Thank you for your confidence! If you contact our Support, we will refund your Dermajet bec. we had to abandon that machine, stop selling cartridges and design our own due to manufacturing flaws with it.

Svar från Owndoc

29 juni 2022

We found your refunded order under a rather different name but we unblocked that name and also the name you used here. Our apologies for the inconvenience!

Svar från Owndoc

Uppdaterad 24 juni 2022

I'm very sorry about that, Chez!

South African Customs started to confiscate most of what we sell. The Derminator because it's an "Unlicensed medical instrument" (even though the FDA has issued a GRAS status for it), the skin ointments & -serums because they're "prescription medicines" and the various powders that we sell, such as hand-pulverized vit. C or the Chloramine-T or the Pythium oligandrum triggered lengthy drugs investigations by Custom's laboratory.

Since we do not want to cause our customers such problems and neither want to violate a country's laws, we stopped shipping to SA.

Additionally there is the serious problem that even tracked shipments started to disappear. We only sold very little to SA but two tracked, registered shipments never arrived in a row. So there truly is nothing we can do about this SA problem and therefore I ask you to please not give us 1 star, since it's clearly not our fault.

Svar från Owndoc

Uppdaterad 19 juni 2022

Thank you, Caitlin!

Even though the magnet should never come out (and then disappear), we've considered including a spare magnet but people would insert it into the machine, so that *two* would be inside, rendering it inoperable and if we'd not pre-include a magnet inside the machine, people would contact us by the dozens (we sell up to 40/day) about the correct orientation or telling us they'd lost the loose magnet already so instead we've included a protective cap and instructions not to run the device w/o cartridge present. It's very hard to make things perfect but we're doing our best :-)

The fact that the motor operates by reciprocating magnet is the core of our competitive advantage - it makes the machine very powerful, avoids microtearing and also allows us to give a life-time warranty, since the only moving part is a magnet.

Svar från Owndoc

8 juni 2022

Thank you!

And the best part is that our warranty is life-long :-)

Svar från Owndoc

Uppdaterad 29 maj 2022

Our store auto-blocked Mr. Waters bec. he canceled his order. This bec. people often cancel an order mistakenly and then re-order for no reason and other reasons why it's better to halt purchases until we've spoken with the person.

Mr. "Waters", a self-appointed guru who preaches love and understanding, immediately said he would do as much damage to our business as he could by plastering the web full of bad reviews.

He seems to have been triggered by us, as per our T&C our customers agree to, publicly blacklisting people who defrauded us (ordering something for $300 and doing a chargeback as soon as it arrives etc.)

Mr. Waters falsely accuses us here of "can help post my photo as a fraudster" (what does that even *mean*??). All we told him, after he told me I was "mean" (for our store auto-blocking further purchases with a POLITE "You have been prevented from purchasing. Please contact our support".) that we would not accept further orders due to his aggression. He said he feared we would steal from his card and that we were evil people, "fearmongers" (I assume it was for my articles, going in great detail how environmental radioactivity is responsible for quite a lot of cancer or my articles on the serious long-term effects of Lyme disease)

Mr "Story Waters" (guru name, real name carefully kept secret and he used an address for his order he also doesn't live at, which is against our T&C) is much less the lovey-dovey guru he wants his followers to believe but a hair-triggered pitbull terrier.

We now understand why you flunked your Psychology study, Mr. "Story Waters". You talk a good game about how to achieve spiritual enlightenment, while being one of the most vindictively aggressive people we've ever dealth with.

Out of spite we won't sell him our products, as he threatened he would do, Mr. Waters is "reviewing" us online on "everywhere on as many sites as possible", spreading lies to damage our reputation (we never said we would post his info online for fraud - our site asks customers to agree to blacklisting IF a customer commits a felony offense such as deliberate credit card fraud).

Quite the "guru"!

We will be reviewing *him* on storywaters.info and storywaters.review, examining his shady guru-dealings in detail. We became popular with our in-depth articles, not only doing investigative health journalism but also exposing scams in the health field - physical and mental. We already discovered that most of his 5-star Amazon reviews are fake - paid an agency to write and submit them. "Verified review" means he paid the agency to buy his eBooks for a handful of dollars.

We have 15,000+ customers/year and seldomly have I encountered such a profoundly unhinged individual as Mr. Waters. He bombarded us with increasingly paranoid messages.

Svar från Owndoc

Uppdaterad 18 maj 2022

This person made it clear he did not trust us from the very beginning, which is a red flag in our experience for potential trouble ahead. Such people are quick to raise payment disputes when they think the transit time is taking too long, for ex.

So when such red flags are raised, we take a closer look at the person's details and here was a clear case of a violation of our T&C: We only ship to the address of the customer, not to a 3rd party (to minimize the risk of mail disappearing or that 3rd party not being at home, etc.)

Normally we'd simply inform the customer of this condition and leave it at that, but this customer was distrustful and rude throughout the conversation (notice the "crazy lady" at the end..) so we decided not to accept him as our customer.

Svar från Owndoc

Uppdaterad 16 maj 2022

This happens when you damage the needle cartridge during cleaning OR simply push the plunger too far out to have a look at the needles, against our warnings not to push the plunger too hard, too deep with your finger. Then the cartridge is irrepairably damaged (the plunger is pushed into the silicone sleeve/spring), it can't needle properly anymore and the machine detects that and protects your skin by refusing to continue. The error message can't list every possible cause so yours is about the magnet instead of the cartridge, but it's the cartridge in your case with 99.99% certainty. The magnets we've been using for the past three years don't lose strength over time. The solution is to contact us for support and not to post a bad review on TrustPilot.. In the very unlikely case that a new, undamaged cartridge (or magnet) does not solve the problem, we'll of course replace faulty machines so I don't understand why you keep editing your review here instead of simply asking for your lifetime warranty to be honored.. And yes, we'll sen you some catridges and magnets for free. In all previous cases we didn't even bother with that - if the photo shows an intact cartridge, we'll simply issue a store credit to get a new machine at no cost.