Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Please kindly have Waterpik send the replacement unit to the address I provided and I will be able to receive it. Thank you for your help.
Regards,
[redacted]
We were notified by the Revdex.com on 9/26 that the case with Ms. [redacted] was closed.
Our Customer Service Manager reached out by phone to the consumer to discuss this with her directly as she indicated that due to a disability email was not the best method of communication.
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Please advise if additional information is needed
We are sorry for the issues that Ms. [redacted] experienced with our rebate company and will follow up with them directly to prevent this from happening in the future.
In the meantime, we will be processing a check request for $5 today and will also be sending her extra replacement tips...
for her Waterpik Water Flosser.
The check should be received within 2 weeks.
Thank you for letting us know about this experience,
Regards,
[redacted]
Director of Sales Operations
Ms [redacted],
I sincerely apologize for the misunderstanding, I appear to have received incorrect information from an internal manager.
My recommendation - since the cordless model is not working for you, that we replace your unit with a countertop model that does not have replaceable batteries.
If you will accept this accomodation then we will send you our WP-660 Aquarius Professional model for your use.
Please advise
Thank you
[redacted]
I am sorry for the issues that Ms. ** is having with her Waterpik [redacted]. We have replaced her first unit, even though there was not receipt provided for the purchase. The warranty is against the original purchase of a model.
Against the statement in the complaint...
- " I wrote Waterpik on 8/26 and told them that I am currently in Taiwan so it would be difficult to receive a replacement"... has she returned to the US and would now be able to receive the replacement that she is requesting?
Please confirm and if so - we will send one final unit to her to satisfy this complaint and would recommend that she only use/charge the unit while she is in the United States.
Also, please note that product registration on our website is not a warranty action as no serial # is required in the transaction.
Thank you
I will have our Customer Service Manager email you directly and start a dialogue to find out why your model is not holding a charge.
It is unusual for multiple units to have the issues that you are describing - I am hoping that we can establish through an email communication why this is happening.
Thank you
[redacted]
Jerry C[redacted], the Waterpik Customer Service Manager has reached out to this consumer to learn more about the situation so that he can properly respond.
The rebate program is not a scam - however there are limitations for redemption per household address written in the body of...
the rebate. Once we fully understand the situation, Waterpik will be able to figure out the next steps that will address the consumers request.
An initial call was made on January 31st and we will follow up with a second call on 2/2 if we have not heard back from the consumer.
Thank you,
Susan P[redacted]
Our Customer Service Manager will be reaching out the the customer directly today to understand more about the situation and based on that conversation will send a goodwill replacement for either the tips or the unit as warranted.
Thank you
Susan
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]
I just hope that the jet tips will work this time. I should not have to keep purchasing them.
Complaint: [redacted]
I am rejecting this response because: Hi. THANks for being considerate of my disability but email is fine. Also as of today's date I have received no phone calls or messages from you. I look forward to your email reply. Kind regards.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
I hope this works! Thanks for your kindness and replying to emails .
take care
Regards,
[redacted]
We are sorry that this consumer is having issues with their Water Pik Water Flossers and would appreciate a chance to have our Customer Service Manager talk with them to see if we can understand the root cause of the failure. It is not normal to have this failure rate unless they are either...
using the Pik Pocket with too high of a pressure or using an additive/medicament and not rinsing the unit out thoroughly after use. I did read the email that came in on 9/24 asking us what our solution was (the serial number referenced a model that was 7 years old) as well as listened to the phone call from her husband that only asked us about the price of a replacement hose. Once we have a chance to talk with her and are able to diagnose the issue, we will happily offer her a replacement unit or additional hose/handle replacements in an acceptable quantity. I would ask this consumer to please call our Customer Service Manager, Jerry C[redacted] at her conveinence - his phone # in our Colorado office is 970-221-6183. Thank you,Susan P[redacted]Director of Sales Operations Water Pik, Inc.
Tell us why here...
I have gone in and researched this complaint and apologize for the manner in which it was handled by our Customer Service Team.
Water Pik has sent the consumer a replacement unit today and have upgraded to a more advanced model for their use....
It should arrive at their home within 7 business days.
Regards,
Susan P[redacted]
Director of Sales Operations
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
I have not heard from Waterpik regarding my complaint. The reference number is ID [redacted]. Are they going to send me the replacements? Please advise.
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
I received the $5.oo rebate check in the mail today.
Regards,
[redacted]
The Water Pik Customer Service Manager spoke with this customer yesterday and learned that his bank has reversed the charge. We have sent a return tag to the consumer and he has stated that he will return the unit once he gets that tag.
The consumer has also been given the...
direct phone # for Jerry C[redacted], our Customer Service Manager. We apologize for the issues caused by this transaction.
Regards,
Susan P[redacted]
Complaint: [redacted]
I am rejecting this response because: Hi [redacted],
I just left you a voicemail. If the battery can be replaced, is that something you can send me?
Thanks so much
Regards,
[redacted]
Our Customer Service Manager talked with the consumer last week and they agreed that we would send him a new device. That order was shipped out at the end of last week.
Another call will be placed today in response to this inquiry to better understand this new concern.
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Please kindly have Waterpik send the replacement unit to the address I provided and I will be able to receive it. Thank you for your help.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]
We were notified by the Revdex.com on 9/26 that the case with Ms. [redacted] was closed.
Our Customer Service Manager reached out by phone to the consumer to discuss this with her directly as she indicated that due to a disability email was not the best method of communication.
/>
Please advise if additional information is needed
We are sorry for the issues that Ms. [redacted] experienced with our rebate company and will follow up with them directly to prevent this from happening in the future.
In the meantime, we will be processing a check request for $5 today and will also be sending her extra replacement tips...
for her Waterpik Water Flosser.
The check should be received within 2 weeks.
Thank you for letting us know about this experience,
Regards,
[redacted]
Director of Sales Operations
Ms [redacted],
I sincerely apologize for the misunderstanding, I appear to have received incorrect information from an internal manager.
My recommendation - since the cordless model is not working for you, that we replace your unit with a countertop model that does not have replaceable batteries.
If you will accept this accomodation then we will send you our WP-660 Aquarius Professional model for your use.
Please advise
Thank you
[redacted]
I am sorry for the issues that Ms. ** is having with her Waterpik [redacted]. We have replaced her first unit, even though there was not receipt provided for the purchase. The warranty is against the original purchase of a model.
Against the statement in the complaint...
- " I wrote Waterpik on 8/26 and told them that I am currently in Taiwan so it would be difficult to receive a replacement"... has she returned to the US and would now be able to receive the replacement that she is requesting?
Please confirm and if so - we will send one final unit to her to satisfy this complaint and would recommend that she only use/charge the unit while she is in the United States.
Also, please note that product registration on our website is not a warranty action as no serial # is required in the transaction.
Thank you
I will have our Customer Service Manager email you directly and start a dialogue to find out why your model is not holding a charge.
It is unusual for multiple units to have the issues that you are describing - I am hoping that we can establish through an email communication why this is happening.
Thank you
[redacted]
Jerry C[redacted], the Waterpik Customer Service Manager has reached out to this consumer to learn more about the situation so that he can properly respond.
The rebate program is not a scam - however there are limitations for redemption per household address written in the body of...
the rebate. Once we fully understand the situation, Waterpik will be able to figure out the next steps that will address the consumers request.
An initial call was made on January 31st and we will follow up with a second call on 2/2 if we have not heard back from the consumer.
Thank you,
Susan P[redacted]
Our Customer Service Manager will be reaching out the the customer directly today to understand more about the situation and based on that conversation will send a goodwill replacement for either the tips or the unit as warranted.
Thank you
Susan
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]
I just hope that the jet tips will work this time. I should not have to keep purchasing them.
Complaint: [redacted]
I am rejecting this response because: Hi. THANks for being considerate of my disability but email is fine. Also as of today's date I have received no phone calls or messages from you. I look forward to your email reply. Kind regards.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
I hope this works! Thanks for your kindness and replying to emails .
take care
Regards,
[redacted]
We are sorry that this consumer is having issues with their Water Pik Water Flossers and would appreciate a chance to have our Customer Service Manager talk with them to see if we can understand the root cause of the failure. It is not normal to have this failure rate unless they are either...
using the Pik Pocket with too high of a pressure or using an additive/medicament and not rinsing the unit out thoroughly after use. I did read the email that came in on 9/24 asking us what our solution was (the serial number referenced a model that was 7 years old) as well as listened to the phone call from her husband that only asked us about the price of a replacement hose. Once we have a chance to talk with her and are able to diagnose the issue, we will happily offer her a replacement unit or additional hose/handle replacements in an acceptable quantity. I would ask this consumer to please call our Customer Service Manager, Jerry C[redacted] at her conveinence - his phone # in our Colorado office is 970-221-6183. Thank you,Susan P[redacted]Director of Sales Operations Water Pik, Inc.
Tell us why here...
I have gone in and researched this complaint and apologize for the manner in which it was handled by our Customer Service Team.
Water Pik has sent the consumer a replacement unit today and have upgraded to a more advanced model for their use....
It should arrive at their home within 7 business days.
Regards,
Susan P[redacted]
Director of Sales Operations
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
I have not heard from Waterpik regarding my complaint. The reference number is ID [redacted]. Are they going to send me the replacements? Please advise.
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
I received the $5.oo rebate check in the mail today.
Regards,
[redacted]
The Water Pik Customer Service Manager spoke with this customer yesterday and learned that his bank has reversed the charge. We have sent a return tag to the consumer and he has stated that he will return the unit once he gets that tag.
The consumer has also been given the...
direct phone # for Jerry C[redacted], our Customer Service Manager. We apologize for the issues caused by this transaction.
Regards,
Susan P[redacted]
Complaint: [redacted]
I am rejecting this response because: Hi [redacted],
I just left you a voicemail. If the battery can be replaced, is that something you can send me?
Thanks so much
Regards,
[redacted]
Our Customer Service Manager talked with the consumer last week and they agreed that we would send him a new device. That order was shipped out at the end of last week.
Another call will be placed today in response to this inquiry to better understand this new concern.