Shane CO setting broke, diamond fractured - is this normal?

[SnowKat07]

I received a 1.11 carat VS1 H engagement ring (purchased from the Shane CO Greenwood Village store) in 2005.

I love this ring, and I returned faithfully to the Shane store and had it cleaned and inspected 2-3 times a year as suggested.

Three days ago, I looked down at my left hand and saw an empty setting. My husband and I searched for it for hours and were incredibly thankful to find it on a bathroom counter under a hand towel, where it had probably fallen out as I dried my hands.

I went with my husband back to the store today and was told by an assistant manager (Travis) that the diamond had fallen out because a tip broke. Even worse, under the jewelers loupe he showed us that there was a large chip across one side of the diamond.

To replace the fractured stone with one of a similar quality would cost $2,000 more, according to the manager. He was flippant about the entire event, and told us that "he sees this all the time" and that it's "normal" for settings and/or diamonds to break.

Is this normal, for settings and/or diamonds to break? I'm a teacher and don't do heavy work, at least not heavy enough to break a diamond (!) Have diamonds increased so much in cost in the last 7 years?

We left the Shane Company store without making a decision. I searched the Internet, and found this forum.

Advice?

 

[denverappraiser]

Re: Shane CO setting broke, diamond fractured - is this norm

It happens. It's pretty unusual but I was under the impression that the ShaneCo warranty worked pretty well in this sutation. Am I correctly reading that they want to charge you an additional $2000 to replace with 'like kind and quality'?

 

[diamondseeker2006]

Re: Shane CO setting broke, diamond fractured - is this norm

Unfortunately we do see this from time to time. It is very important to have insurance on the ring so that in case of loss or damage, it can be replaced. I hope their warranty can help you, but yes, diamond prices have increased a lot.

If they do not cover it, we can help you find another stone that may be better quality for the money than you can get there. Just come back here before you spend more money. We can also recommend jewelry insurance companies.

 

[junebug17]

Re: Shane CO setting broke, diamond fractured - is this norm

I don't know how common it is, but the same thing happened to my original engagement ring. The tip of a prong was sheared off and the diamond fell out.

 

[SnowKat07]

Re: Shane CO setting broke, diamond fractured - is this norm

The Shane CO store manager told us that they had no "like kind and quality" diamonds in any of their stores, but that there was a VS1 H 1.19 carat diamond (0.08 larger) at another store.

The VS1 H diamond that was 0.08 carats larger was $2,100 more. At that point I got kind of teary-eyed and left the Shane CO without making a decision.

I guess we were dumb not to have done more research, but we were both working very hard at the time in 2005 and didn't have much free time. Maybe someone else can learn from our experience. I appreciate your kind efforts and answers.

 

[denverappraiser]

Re: Shane CO setting broke, diamond fractured - is this norm

They've got plenty of diamonds and they can get more if they don't have the one they need. Make him honor the warranty. You paid extra for the privilege of doing business with them, part of which was to get access to this very warranty. If they can’t replace it with something comparable, they are welcome to offer something better, but it’s completely out of line that you should be charged for this unless YOU want to use this as an opportunity for an upgrade.

 

[SnowKat07]

Re: Shane CO setting broke, diamond fractured - is this norm

Yes, I just went to the Shane website and there are what appear to be multiple similar princess cut diamonds with similar qualities listed... all within $500.00 of our diamond's value. Hmmmm.

Unfortunately, this is final exam week for my students and I'm holding extra evening tutoring sessions, so can't return to the store for another 5-6 days. In the meantime, I will write to the Shane Company directly and see if anythng can be done.

If anyone else has advice, I've bookmarked this and will return to check.

Thanks again. Happy Holidays!

 

[denverappraiser]

Re: Shane CO setting broke, diamond fractured - is this norm

Attend to your studies. As far as I know the ShaneCo warranty does not have an expiration date. The store is likely to be less busy after Christmas as well and they may be willing to take more time to consider the issue. Again, you should be paying NOTHING extra for either the replacement of the stone, the head or the labor unless YOU choose to do so.

 

[marcy]

Re: Shane CO setting broke, diamond fractured - is this norm

Attend to your studies. As far as I know the ShaneCo warranty does not have an expiration date. The store is likely to be less busy after Christmas as well and they may be willing to take more time to consider the issue. Again, you should be paying NOTHING extra for either the replacement of the stone, the head or the labor unless YOU choose to do so.

Agreed.

I am sorry to hear about this happening to you (the ring and diamond and poor service).

I have several dozen pieces of jewelry from them and they have never tried to get me to pay more for a repair or replacement but then again I've never had problems with anything as pricey as your diamond.

I have always found the staff and service distinctly better at their store on 104th so maybe go talk to a manager at that store. Good luck. Keep us posted!

 

[sonnyjane]

Re: Shane CO setting broke, diamond fractured - is this norm

Attend to your studies. As far as I know the ShaneCo warranty does not have an expiration date. The store is likely to be less busy after Christmas as well and they may be willing to take more time to consider the issue. Again, you should be paying NOTHING extra for either the replacement of the stone, the head or the labor unless YOU choose to do so.

I have a Shane Co. ring and this is correct. As long as you have been having it inspected by them at least once every 6 months since you got it, it is completely under warranty. The sales attendant might be trying to pull a fast one on you to get you to pay more now to get a stone sooner, but they can get you a stone for free so don't budge on that.

 

[distracts]

Re: Shane CO setting broke, diamond fractured - is this norm

Is this normal, for settings and/or diamonds to break? I'm a teacher and don't do heavy work, at least not heavy enough to break a diamond (!)

Do you load and unload laundry? Do you open and close car doors? If so, you do work heavy enough to break a diamond. Just saying, even though it's beside the point here.

Diamond prices have risen pretty dramatically since you bought yours, so they are right that it would cost more to have it replaced... but I am very surprised that their warranty does not take that into account so you are not out of pocket anything! I would absolutely insist that they get you another diamond of similar size/quality/to your satisfaction without you having to pay a cent, as independent jewelry insurance would.

When you say the tip broke, do you mean the tip of the prong or the tip/corner of the princess diamond? Breaks on diamonds with sharp corners (such as princesses or pears) are far more common that on those without them. This is, in fact, the third broken/chipped princess we've seen on here in the past week and a half.

I'm so sorry your ring broke, and I wish you the best in seeking resolution with ShaneCo.

 

[CharmedOne]

Re: Shane CO setting broke, diamond fractured - is this norm

I am so sorry your ring broke and you are having difficulty with having it replaced. I wouldn't pay anything additional either. I would do exactly as you have and write the company. I believe that may be the best way to get a better result, since the store isn't treating you fairly. I do hope you can get this resolved quickly, because they can definitely get you a comparable diamond as a replacement at no additional cost to you and Happy Holidays to you too.

 

[Christina...]

Re: Shane CO setting broke, diamond fractured - is this norm

I agree with the others that the warranty should replace the stone and repair the setting. I wouldn't despair yet, return to the store when things are less stressful and busy for you and explain to the SA that you are aware of what you warranty will provide you and that you will not spend a penny to have the stone replaced and the setting repaired. Denver Appraiser is absolutely correct, you paid extra to purchase from this company and receive the warranty, it should be honored!

 

[Cricketcat]

Re: Shane CO setting broke, diamond fractured - is this norm

I've done some business at Shane Co. - my understanding is if you purchased your ring and diamond from them, then it should be totally covered - No extra expense to you. I would call their corporate office directly when you get a chance. Best of luck to you on getting this resolved.

 

[Laila619]

Re: Shane CO setting broke, diamond fractured - is this norm

I've done some business at Shane Co. - my understanding is if you purchased your ring and diamond from them, then it should be totally covered - No extra expense to you. I would call their corporate office directly when you get a chance. Best of luck to you on getting this resolved.

Yep. That is why these store warranties are so good...they are supposed to cover any loss or damage. Do not pay any extra, make them honor their warranty. Good luck!

 

[VRBeauty]

Re: Shane CO setting broke, diamond fractured - is this norm

hmmm. shouldn't the bad tip have been noticed in one of those inspections?

I guess it's an idle question if as everyone says the stone and repairs will be covered by the warranty... but I'm just wondering. If someone takes a ring in for regular cleanings and inspections, isn't it reasonable to expect that the kind of wear that might result in a broken tip would be detected?

 

[SnowKat07]

Re: Shane CO setting broke, diamond fractured - is this norm

Hi, this is the OP, checking in.

1. Re: paying extra for a replacement stone - we were told repeatedly that there wasn't anything else available - not in any of the Shane Company stores. The manager offered us a stone that was 8% larger, and $2,100 more - and that was all that was offered to us. He wrote it down on a sales slip, and I took the offer with me when we left the store.

No, we weren't going to pay $2K more for a setting and replacement stone that had both broken - but no alternatives were presented. We also felt pressured to make an immediate decision. I honestly felt like I was in a used car showroom.

2. I truly did bring my ring in every 4-6 months to get it cleaned and inspected. The store is close to my daily commute, so it was an easy thing to do. But I didn't always have my paperwork with me to have it signed and noted each time over the last 7 years, I admit. I have 3 of the business cards you get when you go in to get the cleaning and inspection done, but can't find the rest.

3. One of the tips broke off, which allowed the diamond to fall out when I dried my hands on a towel. There was no major damage to the setting other than the broken tip. When we went in today to get the setting repaired, we were told that the diamond had fractured and that there was a shard missing. I looked under the loupe, and it looks like someone took a potato peeler and shaved off a long narrow strip across the edge and one corner of the stone.

Like several of the other posters, I have other minor pieces of Shane CO jewelry - earrings, necklaces, etc. never had a problem with anything - until I had a problem. Then it felt like the smiling, helpful facade fell away and they just didn't care. When we were in the store today, it was packed full of couples shopping for rings and gifts. I didn't want to stand there and argue and get emotional and ruin their shopping, so I left. But it was shocking to hear the store manager say, "this happens a lot" and then tell us that it would cost thousands to make it right.

I know that it's just a common stone, and this very much falls into the category of First World Problem, but the indifference we encountered today was kind of shocking. Right now the broken setting and chipped diamond are in the back of my sock drawer, and I don't want to look at them for a very long time.

 

[Christina...]

Re: Shane CO setting broke, diamond fractured - is this norm

Hi, this is the OP, checking in.

1. Re: paying extra for a replacement stone - we were told repeatedly that there wasn't anything else available - not in any of the Shane Company stores. The manager offered us a stone that was 8% larger, and $2,100 more - and that was all that was offered to us. He wrote it down on a sales slip, and I took the offer with me when we left the store.

No, we weren't going to pay $2K more for a setting and replacement stone that had both broken - but no alternatives were presented. We also felt pressured to make an immediate decision. I honestly felt like I was in a used car showroom.

2. I truly did bring my ring in every 4-6 months to get it cleaned and inspected. The store is close to my daily commute, so it was an easy thing to do. But I didn't always have my paperwork with me to have it signed and noted each time over the last 7 years, I admit. I have 3 of the business cards you get when you go in to get the cleaning and inspection done, but can't find the rest.

3. One of the tips broke off, which allowed the diamond to fall out when I dried my hands on a towel. There was no major damage to the setting other than the broken tip. When we went in today to get the setting repaired, we were told that the diamond had fractured and that there was a shard missing. I looked under the loupe, and it looks like someone took a potato peeler and shaved off a long narrow strip across the edge and one corner of the stone.

Like several of the other posters, I have other minor pieces of Shane CO jewelry - earrings, necklaces, etc. never had a problem with anything - until I had a problem. Then it felt like the smiling, helpful facade fell away and they just didn't care. When we were in the store today, it was packed full of couples shopping for rings and gifts. I didn't want to stand there and argue and get emotional and ruin their shopping, so I left. But it was shocking to hear the store manager say, "this happens a lot" and then tell us that it would cost thousands to make it right.

I know that it's just a common stone, and this very much falls into the category of First World Problem, but the indifference we encountered today was kind of shocking. Right now the broken setting and chipped diamond are in the back of my sock drawer, and I don't want to look at them for a very long time.

I think that you did the right thing by leaving the store. I find that I make better decisions when I've had time to process all the information and options for bit. You shouldn't have felt pushed to make a decision on the spot. 2K is a lot to spend on something that you expected to pay nothing for. I'm a bit concerned that you don't have your paperwork to prove that you have had the ring expected every few months, I'm afraid that may give them a leg to stand on if they so choose. Did the manager question this when you met with him? Did he ask to see your inspection form? It's true that it's not unusual for stone to chip and prongs to break or bend, I wouldn't say it happens a lot, but it does happen. I understand that he may not have a comparable stone in one of his stores, but they have access to them and they can find you one. I still think contacting the head office may be your best bet.

I'm sorry that you are going through this, and I'm keeping my fingers crossed that it all works out for you. Please keep us posted.

 

[denverappraiser]

Re: Shane CO setting broke, diamond fractured - is this norm

hmmm. shouldn't the bad tip have been noticed in one of those inspections?

I guess it's an idle question if as everyone says the stone and repairs will be covered by the warranty... but I'm just wondering. If someone takes a ring in for regular cleanings and inspections, isn't it reasonable to expect that the kind of wear that might result in a broken tip would be detected?

Tips break off for a few basic reasons.

1) Diamonds are hard. The rest of the world is pretty hard. Gold is soft. That little tip of gold is trapped between the proverbial rock and a hard place and it takes a lot of abuse. Over time they wear out, they work harden and get springy and that causes them to break off. They abrade away. This and loose stones are mostly what they're loooking for in inspections.

2) If the prong snags, either because of poor setting, poor luck or the above mentioned wear, it’s possible to pull it back from the stone accidentally. Usually you won't notice this unless your looking for it. Snagging is a bad sign by the way, especially if you notice that the snaggyiness of your piece changes.

3) Princess cuts are normally set with the corners. If you break the corner first, the prong no longer has anything to hang onto.

4) Problems with the original setting job can make the prongs weak or ineffective. This may not be obvious to an untrained inspector, especially if the inspector is the same as the person who set it.

5) Customer wear patterns vary wildly. Some people do things with their rings on that others wouldn’t imagine. Rock climbing. Gardening. Jackhammering. You name it and someone will do it. Others are incredibly careful to the point of leaving the piece untouched in a safe deposit box.

 

[LaraOnline]

Re: Shane CO setting broke, diamond fractured - is this norm

You have supplied some great advice in this thread Mr Beaty, thank you!

OP, I don't even live in your country let alone know your retailer but I wanted to offer my support and best wishes as losing your diamond would be a terrible experience for you.

First world problem as you've said, but very relevant to Pricescopers all over!

 

[Shane Co.]

Re: Shane CO setting broke, diamond fractured - is this norm

Hello,and thank you so much for bringing this to my attention. My name is Chris Jones and I take care of our customers online. From the sounds of it, it seems like there might have been a little bit of miscommunication. I would love to put you in touch with our store manager to make sure that we take care of you as much as we humanly can. Would it be possible for you to send me a good contact phone number or email address? You can send it to [email protected]. Thank you again for your time and I look forward to hearing back from you at your earliest convenience.

 

[Christina...]

Re: Shane CO setting broke, diamond fractured - is this norm

Yah! This sounds promising. I hope it all works out for you and that you find the resolution that you are hoping for. Keep us posted! iI's nice to know that Shane & Co will be working with you now.

 

[Gypsy]

Re: Shane CO setting broke, diamond fractured - is this norm

Come back and report back at Shane Co.'s follow up now that Chris is involved. Best wishes for a swift and happy resolution.

 

[marcy]

Re: Shane CO setting broke, diamond fractured - is this norm

Nice to see Chris is working to get you in touch with a manager. Hopefully you will have a sparkly new diamond soon.

 

[marcy]

Re: Shane CO setting broke, diamond fractured - is this norm

Nice to see Chris is working to get you in touch with a manager. Hopefully you will have a sparkly new diamond soon.

 

[CharmedOne]

Re: Shane CO setting broke, diamond fractured - is this norm

Glad things are headed In the right direction and you get the ring you want at home on your finger as soon as possible. Best of luck to you!

 

[Enerchi]

Re: Shane CO setting broke, diamond fractured - is this norm

SnowKat - I'm so glad to see that you've been able to connect with a Shane&co rep! I hope that Chris resolves this for you and you are back in love with a beautiful diamond and setting again --- really soon!!

Wonderful of Shane & Co to come to PS and help you out!

 

[SnowKat07]

Re: Shane CO setting broke, diamond fractured - is this norm

Hello, it's the OP here. I sent an email to Chris from the Shane Company today, thank you to all of you for your kind and thoughtful advice. I will let you know how everything turns out -thank you again! And Happy Holidays!

 

[SnowKat07]

RESOLVED:Shane Company broken setting - happy ending!

Hello, this is the OP, back with the (happy) end to this story.

My husband was contacted by the manager of the Greenwood Village, CO store (Sheila). She was very courteous and professional, and invited us back into the store to "show us what kind of company and values that the Shane Company represents."

We returned on December 23, and Sheila inspected my broken ring and diamond. She told us that, indeed, that occasionally jewelry breaks, and she gave me several tips on how to avoid this if possible. She signed me up for an electronic database that will keep track of my inspections and cleanings automatically, and send me email reminders. She stressed the need to have the setting and stone re-inspected at least twice a year, and she explained that settings like mine need to be re-tipped as needed in order to hold the diamond stable and secure.

With that said, she brought out the 1.19 c H VVS2 diamond, and said that the Shane Company would put it in my setting at no extra charge. This was the diamond that would have been $2,100 to use as a replacement! Once I picked up my jaw from the floor, I was extremely grateful to the Shane Company, Sheila, and Cory Jones for their work to make everything right. The new diamond was reset and ready for me to wear two hours later.

Thank you, thank you, thank you to this forum for your kind advice - and especially to the Shane Company and Sheila for making everything right. You have customers for life.

 

[denverappraiser]

Re: Shane CO setting broke, diamond fractured - is this norm

Kudos to ShaneCo. They went above and beyond for you. I'm tickled to hear it worked out well.