Amden Corp

Our company manufactures Cybersonic, a power toothbrush system, and offers an auto-ship replacement program for brushes which is the subject of the matter hereUnder the program, there is no charge for the replacement brushes themselves (normally $plus $s/h if not a plan participant)As a plan participant, the customer is only responsible for shipping & handling (s/h) but each set incurs its own s/h charge, even when shipped togetherDue to increasing overhead costs (transportation, warehousing, fulfillment, etc.), we recently increased s/h by $in order to continue offering the auto-ship program and associated extended warranty benefit that is included with the program (if the power handle or charging base fails, the customer is only responsible for s/h to replace the defective part)Since we understand that no one likes increases (neither do we) and that for some, the increase might cause a financial hardship, we came up with an option that would preserve the customer’s current rate and circumvent having to implement the increaseIf the customer agrees to combine shipments by doubling the quantity and receiving shipments half the time, we can still meet our financial obligations by saving on our fulfillment costsFor example, in this case, the customer was paying $for two pairs of replacement brushes on the auto-ship program shipped semi-annually, $for the first set and $for the second (she was already receiving a $courtesy discount on the 2nd set)If she agreed to combine shipments, we would send four sets all at once with a combined s/h of $($x 2) and only ship once a year going forwardBy doing so, she would save $overall by avoiding the increaseWe understand that $seems like a lot to pay in s/h fees, but we encourage her to look at it from an out-of-pocket perspective taking into account the extended warranty or insurance aspect of the programCustomers often confuse the actual postage amount with shipping & handlingWhile actual postage may be just a few dollars, it is the handling and associated fulfillment costs that have increased and compelled us to make the price changeOur hope is that with the understanding and cooperation of our customers, we could avoid having to charge them more than what they have been paying in s/h fees for the past several years by taking advantage of the “combining option”Our customer service department has offered to lock her in at the same pricing and schedule to resolve the matter, but she refused the offerSince receiving this message from the Revdex.com a few days ago, we have tried to contact her by phone twice, but have not yet received a return callThank you for the opportunity to respond

Our company manufactures Cybersonic, a power toothbrush system, and offers an auto-ship replacement program for brushes which is the subject of the matter here. Under the program, there is no charge for the replacement brushes themselves (normally $10.99 plus $7.99 s/h if not a plan participant). As...

a plan participant, the customer is only responsible for shipping & handling (s/h) but each set incurs its own s/h charge, even when shipped together. Due to increasing overhead costs (transportation, warehousing, fulfillment, etc.), we recently increased s/h by $2 in order to continue offering the auto-ship program and associated extended warranty benefit that is included with the program (if the power handle or charging base fails, the customer is only responsible for s/h to replace the defective part). Since we understand that no one likes increases (neither do we) and that for some, the increase might cause a financial hardship, we came up with an option that would preserve the customer’s current rate and circumvent having to implement the increase. If the customer agrees to combine shipments by doubling the quantity and receiving shipments half the time, we can still meet our financial obligations by saving on our fulfillment costs. For example, in this case, the customer was paying $13.98 for two pairs of replacement brushes on the auto-ship program shipped semi-annually, $7.99 for the first set and $5.99 for the second (she was already receiving a $2 courtesy discount on the 2nd set). If she agreed to combine shipments, we would send four sets all at once with a combined s/h of $27.96 ($13.98 x 2) and only ship once a year going forward. By doing so, she would save $8 overall by avoiding the increase. We understand that $27.96 seems like a lot to pay in s/h fees, but we encourage her to look at it from an out-of-pocket perspective taking into account the extended warranty or insurance aspect of the program. Customers often confuse the actual postage amount with shipping & handling. While actual postage may be just a few dollars, it is the handling and associated fulfillment costs that have increased and compelled us to make the price change. Our hope is that with the understanding and cooperation of our customers, we could avoid having to charge them more than what they have been paying in s/h fees for the past several years by taking advantage of the “combining option”. Our customer service department has offered to lock her in at the same pricing and schedule to resolve the matter, but she refused the offer. Since receiving this message from the Revdex.com a few days ago, we have tried to contact her by phone twice, but have not yet received a return call. Thank you for the opportunity to respond.