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Martina is the best! Thanks so much for your business and the nice review.

Yay! Thanks so much!

So glad you had a good experience. Thanks for the nice review.

Yay! Thanks for the business and the nice review.

You're welcome! Thank you for your business!

Update: Due to Cuyler's feedback, we have identified that the manufacturer, Excel Dryer, was insufficiently packaging their replacement sensors. Many of them were arriving scratched to the customer. In most case, this did not affect the performance and, as an internal part, most customers did not seem to notice. But in Cuyler's case, the scuffs were bad enough to make it appear that the sensors were used. We worked with Excel Dryer and Excel has now changed their packaging and we have confirmed that the new packaging is much better and sufficient to protect the items. So the feedback that we received in this case has not only been helpful, but has resulted in a change by the manufacturer that will help not only our customers going forward, but all users of this product. Cuyler has also confirmed that the part he received is new and it works properly for him. Thank you Cuyler for the feedback! Original Response: Hello, Cuyler, As you know, we reached out to you and Rockwolf Builders to get a better understanding of what you are seeing here, and what we can do to fix the situation, including replacing the part for you if it is not working. We did not hear back from you and I can only assume that the part worked as intended. Pease let us know if that is not the case. We have reviewed our process and the inventory, and I can confirm that you did, indeed get a new part from us. The part you ordered is an Xlerator hand dryer sensor. We have a very close relationship with Excel Dryer, the manufacturer, and we only stock new parts, shipped directly from Excel. We do not have access to used parts at all. However, we did pull out all of our inventory of these parts and reviewed them. And we confirmed that many of them are scuffed, which may lead you to think they are used,. We will review with Excel Dryer how they package and handle these items, because we agree with you that they are not as careful with them as they should be, and maybe this review of yours will help them to make a change. Additionally, we looked into the shipping timing. You ordered the free Fedex Ground shipping option and yes, it is a 5 business-day trip from our warehouse in Mooresville, NC to your business in Soda Springs, CA. This was shipped the Monday after the Saturday that you ordered it, and it arrived the following Monday. There are paid shipping options that you could have selected such as Overnight or Second Day, but I understand that you did not want to spend the money on that.

Glad we could help! Thanks for the business and the nice review.

Thanks!

Glad you had a good experience! Thanks so much!

So glad! Thanks for your school's business and support!

Awesome! Thanks!

Just the way we want to be! Thanks so much!

It's great to get a great review from someone in the same industry. Thanks so much for your business and the review.

Perfect! Glad you were happy. Thanks for the review!

Hello, Ken, As per my email, I am sorry to hear that the trim plate for this item was incorrect. I am not sure why there would be a difference in what was specified and what you received.  Can you please send me a picture of the plate with a ruler next to it and a picture of the label on the box so that we can confirm what we sent you?  I would like to get to the bottom of this and help you complete your project as soon as possible.  Thanks.

We look forward to your repeat purchase and working with you again! Thanks!

Thanks for the business! We look forward to working with you again.

Ron or Nicole, Thank you for your feedback. I am very sorry that we were slow to communicate. This is absolutely unacceptable. We have discussed why this happened and are taking steps to make sure it does not happen again. (It was during our big warehouse and HQ move at that time, which put a lot of stress and time pressure on our our employees.) I have also noted that we charged you a 10% restocking fee and you paid the shipping to return the items to us. Our manufacturing partners charge us between 20 and 30% restocking fees when we return items like this to them. Unfortunately, these large, stainless steel restroom fixtures are difficult and expensive to ship without incurring damage. We often are not able to resell a returned item as new, and we have to mark them down to make them attractive to a new customer. (See our special deals page.) It is also a lot of additional work to take returns like these. Our industry is low-volume, low-margin, and highly competitive. Unlike other industries such as clothing, we simply can't afford to lose money on these transactions. Still, I see that we reduced your restocking fee from 20% to 10%. If anything, this restocking fee paid only for our cost to ship the items to you, which is why we requested that you paid to ship the items back to us. All of this, of course is as per our policies. I'm sorry this did not work out for you, but we do appreciate your business and hope we can work together again in the future. -Chris Berl

Brain, thanks for discussing this issue with me. This spare part should work well for you. If there are any issues, please let us know. -Chris

Great! Glad we could get you the product you need quickly!