WCW

The customer purchased a horizontal mattress system from WCW ion 7/23/ In October, she called and spoke to a Representative because her bed felt softer in one spot Here are the notes from that Representative:"She has a single system full, and sits in her bed, to work and sits to one corner, she also tends to sleep in one cornerI explained the concept of sleeping in the center of the inflsystem, and that with her having one its forcing the air to the opposite side of the mattressShe is going to try to reset the mattand try it a few days, and is she's not happy she may want to change out to a vertical system." The customer called back in November stating she was still having problems, and the Representative asked her to send pictures of the problemWe have no record of her doing that In December of 2009, customer emailed saying she and her sister attempted to troubleshoot the mattress, but she hurt herself and could not continue.This customer signed a confirmation stating that she had a night sleep trial There was never a request to return the product Finally, in May of 2010, WCW agreed to change out her mattress for the Vertical model, which she had inquired about in October of This was done at no charge to the customerWCW warranty policy states that a manufacturer's defect must be proven with a photograph of the defect and that the customer shall incur any and all shipping and handling fees associated with the item shippedWCW has gone above and beyond to make this customer happy, at no additional expense to her If a manufacturer's defect is discovered, WCW will replace the defective component for a shipping fee only The customer is responsible for shipping once the purchase has surpassed the one year mark WCW will not refund this customer, she has had the product for and a half years.Thank youPatti E***Customer Service SupervisorWCW Inc

After multiply refusals by WCW,Incand their comments that the pictures would have no impact on their decision I decided not to send them In May of 2010, when I was to receive the vertical cylinder I asked Karen G [redacted] if she needed them and was told no, I discarded them This is my third update to you about the pictures I have not gone into detail as I had previously I hope this helps you to understand why the were not sent They were never requested It was I who insisted on sending them, but once I realized, based on their comments they would have no impact I did not bother to send them Their notes have to be based on my insistence to send them and not a request by WCW,INC..Very truly yours, [redacted]