Disclaimer: Won't name the company since they made it right.
Had a poor experience with a product over the weekend. Emailed the manufacturer that evening saying there was a manufacturer defect and that it was recently purchased and not used since purchasing. Ranted about it to co workers, showed photos etc. and received rightful sympathy. Received an email on Monday about an hour before they closed (too late to respond by the time I read it) saying I could ship it back and use their lifetime warranty replacement. Shipping would be what? ~$6 plus time, gas etc. Ohhhh okay.
Fast forward to today when I had time to call and fully explain the situation. The lady said she'd happily give me the address to where I could ship the item for the lifetime replacement. I politely told her I could find that myself as it was next to the 800 number on their web page, which is what I just dialed to get to her. I then asked if the company expected me to ship back a faulty product on my dime.. She then reviewed the price of the item and is shipping me a replacement for free. Zero questions asked with no obligation to return the faulty part. The conversation was finished by her saying I should have bought direct rather than third party and by me saying I saved $50 by not doing so. It's a sad day, but no more recommending this product (*or manufacturer) from me. I am done.
I realize they did me right and I have really no right to complain, but wouldn't you think they'd do me right during the email conversation?
Discuss...
Had a poor experience with a product over the weekend. Emailed the manufacturer that evening saying there was a manufacturer defect and that it was recently purchased and not used since purchasing. Ranted about it to co workers, showed photos etc. and received rightful sympathy. Received an email on Monday about an hour before they closed (too late to respond by the time I read it) saying I could ship it back and use their lifetime warranty replacement. Shipping would be what? ~$6 plus time, gas etc. Ohhhh okay.
Fast forward to today when I had time to call and fully explain the situation. The lady said she'd happily give me the address to where I could ship the item for the lifetime replacement. I politely told her I could find that myself as it was next to the 800 number on their web page, which is what I just dialed to get to her. I then asked if the company expected me to ship back a faulty product on my dime.. She then reviewed the price of the item and is shipping me a replacement for free. Zero questions asked with no obligation to return the faulty part. The conversation was finished by her saying I should have bought direct rather than third party and by me saying I saved $50 by not doing so. It's a sad day, but no more recommending this product (*or manufacturer) from me. I am done.
I realize they did me right and I have really no right to complain, but wouldn't you think they'd do me right during the email conversation?
Discuss...
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