This is just horrible customer service. What auction house (or any company for that matter) would even balk at spending a few extra dollars to keep a long-term customer happy? Especially a customer that's bought from them for 15 years, and has spent $250K over those years.
What an ill-advised and shortsighted decision on the part of Heritage. Cutting off their nose to spite their face. You'd have to KNOW to look for the chip, as it is not the least bit apparent in the provided photos. And their claim that the chip was pictured, and that the blame resides with you is ridiculous. I am steering clear of auction houses who refuse to disclose these obvious flaws.
The buyer should know exactly what he/she is getting.
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