Sounds synthetic too. Rubies are pretty hard to scratch!
How about the gemologist that examined it?
Sounds like the mounting could have had some porosity too…
but the customer said she was just doing laundry or cleaning
house and the stone "just fell out". >
They always “just fell out” (grin)
I always hated getting those phone calls! Whenever I did though,
I always suggested that the customer bring the ring in to get it
taken care of. Nobody can diagnose anything over the phone.
Once they brought it in, I’d look it over and make sure there
were no obvious signs of abuse (one customer had put hers through
a meat grinder!). If there were none, I would eat the cost of
replacing the stone. It wasn’t profitable to do that, but I
always wanted to take care of the customer. It’s hard to do that
sometimes, but good for the PR.
One alternative is to replace the stone for the customer at your
cost… Another PR thing…
Do you have a warranty policy? If so, it’s good to go over it
with your customer at the time of purchase so the customer will
know where they stand…
And I wouldnt bother the customer with all the details of
replacing the stone. (They dont care that their stone was
damaged… it was granddads ring, etc, etc) I would just tell
them my best guestimate of when the work would be done and thank
them for their patience. If there was any reason I couldn’t make
the promised date, the customer would hear from me as soon as I
knew there was a problem.
Sorry if this jumps around a little.