Looking for advice re: dissatisfied customer.

[PatricktheEarly]

Matt, dont beat yourself up (and dont quit making armor) over an unreasonable customer (its bound to happen given that most of the world dont share ideals of Chivalry). There is just no pleasing some people. There is no need to guess at what their problem is. That helmet is a damn fine product regardless and you know it. This is an art, not a science. Dont beat yourself up over a crooked hinge pin either, putting those in strait is an art and what is shown in the pic is very reasonable considering you dont have hinge nazis running around pointing out crooked hinges. You have made reasonable offers that they have refused so let it be, You have one of the better reputations, this isnt going to change that. I hate put it this way but what you do here goes along way in setting the standard for what is expected from the rest of the community. This is your game, dont let anyone take that from you.

[hjalmr]

I have been in similar situations and I pretty much do what you did Matt. It seems to me that you are being perfectly reasonable and fair. Matt for the win.

(^_^)

[Mykaru]

You got F%^ked by paypal, no big surprise. I will bend over backwards for a good customer. I don't and never have accepted paypal or credit cards. They are *designed* to work in a system where large companies have a built in cushion for returns, defects, etc. (and a built in expectation of defective products). Small custom businesses do not fit into that model and shouldn't be dealing with credit other than a personal payment system. Change your business model, don't change your business.