Thank You Duram

Following my recent experience with the purchase of Duram Paint, and the unpleasant experience. Firstly, I would like to Duram for handling my query in the manner they did, the regional sales rep, came out took a paint sample, evaluated my wall and advised that the wall was not the concern, he was not sure what had happened. Even though the lab tech felt nothing was wrong with the paint, they still reimbursed me the money for the paint I purchased and replaced the 20ltr Duram Paint. Thank you, Duram, much appreciated. However, I don't like/appreciate the manner in which Builder's Express dealt with the situation, as they made the concern/issue solely the responsibility of Duram. Working in the warranty department myself, when a customer experiences a concern with our product the first point of contact is our dealer network where the vehicle/part was purchased, and the customer does not contact the manufacturer directly. In my opinion Builder's should have taken the responsibility and not have me deal directly with Duram, this has left a bitter taste so much so that I don't think I will buy/purchase anything from Builder's in future, if this is how they treat a customer. I would also like to highlight to consumers to read the CPA (Customer Protection Act) for instances such as this. In all of this I was then given a disclaimer form advising that Duram resolved the concern and that further paint defects would not be their responsibility. I then contacted regional sales rep, and advised him on my dissatisfaction, as Duram paints carry a 3-year guarantee/warranty, how could they disclose in this letter that it is no longer their responsibility. He then mentioned that if the preparation and application is done correctly then I should register my guarantee from the day of application. That being said, this should have been highlighted in the disclaimer/letter that I was requested to signed. In closing I would like to extend my gratitude to Duram for taking the responsibility for their product and the reimbur*****t of the paint.