I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I did receive a voicemail from the company advising they would like to resolve the matter with me. I will be reaching out soon.
Regards,
[redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted]’s
complaint regarding the order status of his Vitamix 5200 machine. Our customer service center supervisor
contacted Mr. [redacted] via email with the following information.
We appreciate...
you reaching out to us with your
concerns. We would like to address the
questions you have posed.
Vitamix has a
vigorous inspection program to continuously ensure the quality, safety and
durability of all our products. Our
containers conform to food equipment safety and sanitation standards set forth
by the National Sanitation Foundation.
Our quality team became aware of concerns over the presence
of tiny black flecks found in some containers.
We’ve identified that these flecks come from a seal in the bottom of
containers. All the materials, including
the seal, used to make our containers meet the FDA requirements for food
contact. The FDA certification allows for and addresses the safety of any
possible migration of the components into the food.
Based on regulatory approval and
third-party testing, our seal material is safe and presents no health risk from
repeat exposure. The seal material meets the FDA, EPA and other regulatory
agencies requirements for contact with food. The FDA certification allows for
and addresses the safety of any possible migration of the components into the
food. The seal has also been tested by a third-party standards testing
authority, which reaffirmed that no health risk exists when food comes into
contact with the seal. Any
flecks from the seal that may be ingested over the service years of our
blenders represent a tiny fraction of what is considered safe.
While we're
confident in the quality, safety and durability of our products, we take
seriously customer preferences and are looking at possible modifications. We expect to have a new seal in production by
the fall.
It appears that
you have purchased your Vitamix from Amazon.com through [redacted]. Please contact the original
place of purchase to find out their return instructions for the return and
refund of your Vitamix.
We can assure you that Vitamix is confident in the quality,
safety and durability of our products. Vitamix has been in business for more
than 93 years, and we are committed to making the best blending equipment in
the world. Thank you for bringing your
concerns to our attention and for giving us the opportunity to provide you with
this information. We look forward to
continuing to serve you for years to come.
We
anticipate these actions will serve to resolve the matter.
Vita-Mix Corporation
8615 Usher Road
Olmsted Township, OH 44138
Response to Consumer Complaint No.[redacted]
Re: [redacted]...
[redacted]
[redacted]
[redacted]
Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’s
complaint regarding the repair of her Vitamix 5000 machine. Our customer service center supervisor
contacted [redacted]’s via phone and email on May 12, 2015, advising that a
new no-charge return shipping label was sent to her.
[redacted]’s confirmed receipt of the repair label, which
will be used to ship her machine back to Vitamix for repair and to be returned
to her promptly.
We
anticipate these actions will serve to resolve the matter.
Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted]’s complaint
regarding not having his Vitamix Commercial blender repaired. Our Commercial customer service center
representative contacted our designated service provider in Canada on April 28,
2015. We...
received confirmation that [redacted]
Food Equipment Services, our authorized service provider, contacted Mr. [redacted] and
made arrangements for him to bring in his blender for repair. We will be repairing the blender at no
charge.
We
anticipate these actions will serve to resolve the matter.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
My concern was addressed by the business. Kindly close it as "customer satisfied". The business rep was very nice and had the item delivered quickly to me.
Thanks,
[redacted]
Regards, [redacted]
January 16, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted] ...
[redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’s complaint regarding his customer service experience after his recent purchase. Mr. & Mrs. [redacted] contacted Vitamix customer service on December 23, 2015 to report a problem with their 11-year old Vitamix. After completing some routine troubleshooting steps, the Vitamix Customer representative was not able to determine if there was a problem with the unit. The [redacted]’s model was out of warranty and they were presented with a variety of options regarding their machine. Mr. [redacted] opted to purchase a new Vitamix with a Trade-In credit to be given in the future on the older model. Mrs. [redacted] completed the purchase with the Customer Representative and she was advised the new Vitamix would be shipped in 8-14 business days. Mr. [redacted] contacted Vitamix customer service on January 2, 2016 regarding the status of his order. He advised the Customer representative at that time that he was expecting the machine in 5-7 days. The Customer representative was apologetic and advised that the order was not entered in that fashion. The Customer representative also stated that the product would not be shipped until January 8, 2016 because the plant is closed for physical inventory. Mr. [redacted] was transferred to two supervisors and was further advised that the order would not ship until physical inventory was completed on January 8, 2016. After Mr. [redacted]’s calls, the supervisor he spoke with monitored the order and upgraded the shipping method to Next Day Air to ensure the order would be promptly delivered once shipped. The supervisor also emailed the shipping department to request that Mr. [redacted]’s order would be pulled forward once the shipping department resumed normal business on January 11, 2016. Mr. [redacted] was not advised that these requests and changes were made. Mr. [redacted]’s order was delivered to his residence on January 12, 2016. Mr. [redacted] was contacted by a resolution specialist and was able to share his experience. Mr. [redacted] has advised us that he plans to keep the Vitamix he ordered. As a measure of good faith his warranty was extended. Additionally, a no-charge service request was made on his older model Vitamix so that he can gift it to a family member. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] And [redacted]
There are many inconsistencies in vitamix's response, we did return our machine for repair but the machine never came back, the top of the machine broke off and no longer would allow the container to connect, that machine never was sent back to us. We have only received one loaner machine not 2 on separate occasions, from the first time we were offered a loaner and it was sent, we still have that original loaner machine, which through sparks and yes burnt my fingers when it happened, when the sparks shot out of the machine I smelled an electronic burned smell.We weren't not offered a repair with a loaner, we were told twice they were going to send out a brand new machine and even set up the process to do so, then they decided not to send the new machine out, when they spoke to my husband they told him we would need to purchase a machine and when the repair was done they would refund the purchase. They told me they would decide what to do after I purchased another machine and they received the other machine for repair they would then decide if we get a refund for a purchased loaner. I told them we couldn't afford to do that, she said sorry that's all we can do. Many time during different occasions I was told "you have a donated machine!" Vitamix did not donate our machine. They are clearly very discriminatory if you do have your machine donated, the machine should still hold up to their 7yr warranty. And once I was even told after I said my son needs this for him to eat "oh well don't know what to tell you"Vitamix's has been very difficult to deal with and after reading other complaints to the Revdex.com and on their Facebook page we are not alone.In our experience if your machine stops working once then they will work with you but a second or third time you're out of luck.We have had nothing but issues with the vitamix's we have.When you explain to the rep your machine threw sparks and burnt your finger and they want you to plug it in and turn it on there's a problem.That would be stupid to do. Vitamix has never had any intentions of replacing or repairing our machine and I do not foresee they will make this situation right.I have called blendtech and the customer service outweighs vitamix's customer service.We will be saving up for a [redacted]. At this time we still have the broken loaner machine in our home, we do not know what to do with it.We had a local friend loan us her 8 yr old [redacted] to blend our sons meals temporarily and this machine far exceeds vitamix, she's had it repaired twice in the time she's had it without any questions.
Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’s complaint regarding a warranty issue. [redacted] bought a Certified Reconditioned Vitamix in January 2016....
With this purchase, [redacted] would have received an owner’s manual, a recipe guide, and a warranty certificate along with a motor base and blending container. [redacted] called Vitamix three times in the first 90 days of ownership. The first call was for general usage directions. The second call was on April 4, 2016. At that time, [redacted] reported a burning smell. [redacted] was not with her Vitamix at the time of that call and was not able to complete hands on troubleshooting that is designed to help our Customer Care Champions offer the best solution to the problem the customer is having. [redacted] called back on April 5, 2016 when she was with her Vitamix. At that time, the specific machine parts were tested and determined to be free of any defect. The machine also had no burning smells or unusual sounds during the troubleshooting. [redacted] did not have any ingredients available to attempt blending a smoothie so she was advised of proper layering and processing techniques that should be used when using the Vitamix. She was encouraged to follow those directions which are outlined in the owner’s manual and recipe guide. Finally, she was advised that if the smell did not dissipate after several heavy blends Vitamix would pay the return shipping to complete a repair under the terms of her warranty. In reviewing this complaint, it would appear that the ingredients that [redacted] was trying to blend require more liquid for processing. Since making this complaint, [redacted] has called and a warranty repair was set up. [redacted] was advised that we would do a complete inspection of her unit and we would replace any parts that have failed. Should the unit not be able to repaired, she would be offered a replacement under the terms of the warranty. We anticipate these actions will serve to resolve the matter. Submitted by: Loree *. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and although my intentions were not to gain anything in addition to my paid order, I cannot complain about receiving one additional year warranty for a product I will be using every day. I am satisfied with this resolution. I hope to see much more improved customer service in any future dealings I will have with the Vitamix Corporation.
Regards,
[redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]-
[redacted]’s complaint regarding the order status of her Vitamix 5200 machine. Our customer service center supervisor
contacted Ms. [redacted]- [redacted]
via phone on April 21, 2015 with an order status...
update. The machine will ship out via UPS on April
21, 2015 and the customer will receive an additional three years added to her
warranty.
We
anticipate these actions will serve to resolve the matter.
Submitted
by:
[redacted]
CFO
and Treasurer
440-782-2401
August 24, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted]...
[redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is submitting one response to complaint numbers [redacted], and [redacted] because all orders at issue (numbers [redacted], and [redacted]) were placed on the same day with the same address. Vitamix previously identified this address as being a Vitamix dealer based on the volume of orders being shipped there and because an individual at this address informed Vitamix that he was purchasing blenders for resale. Vitamix informed the individual at this address that he could apply to become an authorized Vitamix dealer or corporate account customer. On August 1, 2016, three orders were placed with this address. Due to the fact that Vitamix had previously identified this address as a potential dealer or corporate account that would need to purchase products through our authorized dealer or corporate account programs, Vitamix cancelled these orders because they were not purchased through the proper dealer or corporate account channels. Vitamix did not charge any credit card for these orders, and no blenders were shipped as a result of these orders. Vitamix remains willing to sell the blenders these individuals attempted to purchase on August 1, 2016, as long as they are not for re-sale. We have attempted to contact the customer via telephone and email. If these customers would like to complete these purchases, they should contact Becky P[redacted] at 440-782-2301. Furthermore, these individuals should consider applying to be an authorized dealer or corporate account. They should contact Vitamix’s dealer department or corporate account department for more information. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]’s complaint regarding the durability of the Vitamix. Our customer service center supervisor
contacted [redacted]’s via email on 7/19/2015 and by phone on 7/20/ 2015
with no reply.
Vita-Mix...
warrants to the owner that if this Machine (a
"Machine" consists of a motor blender base and any containers
purchased together) fails within 7 years from the date of purchase due to a
defect in material or workmanship or as a result of normal wear and tear from
ordinary household use, Vita-Mix will, within 30 days of receipt of the
returned product, repair the failed Machine or component part of the Machine
free of charge.
The warranty for [redacted] purchased on 4/23/2006
expired on 4/27/2013; Vitamix would like to extend a one-time courtesy repair
to [redacted] to solve the issue. A
note has been placed on the account authorizing the repair.
We
anticipate these actions will serve to resolve the matter.
January 29, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted]...
[redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]’s complaint regarding the customer service she has received regarding documentation needed to submit a request for a customs refund. Ms. [redacted] contacted Vitamix on January 25, 2016 and January 26, 2016 to request a picture of the box she shipped to our warehouse with her blender showing. She indicated this photograph was needed so that she could submit a customs refund request. Ms. [redacted] was advised that her request could not be honored; however she was not provided any explanation or offered any alternative solutions. A supervisor has reached out to Ms. [redacted] to advise that boxes shipped to Vitamix are destroyed in a staging area before the returned products enter the facility floor and as a result Vitamix may not be able to provide the picture she was requesting. Ms. [redacted] was advised that if a picture could not be provided there were other supporting documents that could be given to assist her in her request. Ms. [redacted] has the contact information for the supervisor she spoke with and the supervisor will provide follow up documents for Ms. [redacted] as needed. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response from Viatmix absolutely irresponsible. If Ms [redacted] will try to buy TV in silver as boxed, shown and so on, and drive back and forward and return few times, and get Black ( same works with Car, or any appliances in anybody kitchen or furniture!), I would like to hear her feedback on Time, Hassle, Frustration, and fraud advertisements due of Mistken in Print But same Functionalities.And regarding responds on issue, Customer initiated and first two times was called to Vitamix, and on 3rd call got Lead to respond ( not vise versa - and you may get all reps with whom I talked starting from 12/9, since nobody replied via email - not even once! ).Regarding mistakes, same functionality, and all as you said Unreasonable - Customer explained to your Lead, that initial purchase, return, then one more time, and Time taht spent was a strong perceptional point on How poor was all handled by Vita-Mix, and all pictures and re-confirmations on every aspect - That was MY Time, not even one person from VitaMix checked any store! And on extra 3 years - with exchange for 3 extra years warranty, VitaMix INVALIDATE my C[redacted] life time warranty. So, that is like get burned twice after all.To be precise,1. What was offered - exhcange with 3 years warranty. Not sure what extra you refer. That will just like "shut-consumer-customer-on-own-mistakes"2. What Customer asked to be Compensated for all time that he was driving back and forward, hassle on returns, and time to explain in store and so on. That was not just Refused!" The customer’s experience was due to a mistake in a production and distribution item number which resulted in some boxes containing mismatched faceplates."That is called Mislead and fraud advertisement if I am not wrong, and due of such misprint and boxing of incorrect products, Companies who respect their names, recall or Update vendor/customers on potential issues related with Company product!"There is no difference in the functionality or capabilities of the machine he received"- Purchased first of all, not received. People buy what they would like to and with the specific colors ( As H.Ford said regarding black cars that Ford manufactured! ). All get different colored fridges, even though they are same functionalities, versa spend time, and get hassle with ignorant seller or the company that has less respect to customers and consumers! Regarding the Last Statement - "Our Production team has been notified of this error and corrective action has been systemized." - THAT IS INCORRECT. And to proof - I visit twice this year C[redacted], and same is there and that is in 3 locations. Same boxes, same machines, same mistake. So, let me ask [redacted] - Who is saing TRUTH, or mislead COnsumers and Customers? Is there anybody contacted C[redacted]? And you know well answer by using "unreasonable" on same functionality where VitaMix mislead consumers and C[redacted] customers with a New Product Line ( all pictures in a file ), and I may share with the pleasure new ones from recent visit to C[redacted].So, can you put yourself in my shoes, after waste of sooo much time, hassle with reps, and compensation on 1 (original offer!), and then 3 (the latest offer!) extra warranty (especially since you have LifeTime while you are a C[redacted] member!).And how about compensation that you would ask from irresponsive support where you call few times for a help, and when by saing that you will contact for a help - you get Lead from Support on a line. Customer asked for a compensation for hassle, - never requested. Lets at least with a small respect to the customer - try to be a normal people! Regards,[redacted]
Vita-Mix
Corporation (“Vitamix”) is responding to Ms. [redacted]’ complaint
regarding the purchasing experience she had on November 27, 2015. Ms. [redacted] attempted to place an order
on-line for a Certified Reconditioned Standard Programs Vitamix that was being
offered for a sale price...
of $329.00 plus tax. During her checkout process, Ms.
[redacted] states that she attempted to add a promotional code for an additional
25% off. This code would have also offered the customer Free Shipping. During
the timeframe that Ms. [redacted] was placing her order, Vitamix was offering a
Black Friday promotion that included Free Standard Shipping. Adding a code at
checkout was a conflict in the system and resulted in a decline in the order
verification processes because Vitamix coupons and special offers cannot be
combined as is standard coupon practice.Ms. [redacted]
states that she thought she had made an error entering her payment information
so she made multiple attempts including providing an alternate card. She contacted
Vitamix and was advised that the order was more than likely failing as a result
of combining discounts. Ms. [redacted] states that she made one final attempt to
process the order and it failed again. The customer contacted Vitamix a second
time on November 27, 2015 and inquired about the charges on her account. Ms.
[redacted] was advised that any charges she is seeing are pre-authorization holds
that were placed during the verification phase. The customer was told that the
holds would be released in 3-5 business days and that she would need to check
with her bank to verify their hold terms. None of Ms. [redacted]’ cards were charged because none of her orders were
successfully placed. A supervisor reached out to Ms. [redacted] on
December 1, 2015 and December 2, 2015. Two voicemails were left asking the
customer to return the call regarding her experience. It is the intention of
Vitamix to make the exception to honor both the Black Friday promotion and the
25% discount as a good faith gesture and one-time courtesy offer. We will be happy to place a new order
through the Supervisor who has reached out to Ms. [redacted], as our website will
not process a combination of discounts. We anticipate these actions will serve to resolve the
matter.Submitted by:[redacted]CFO and Treasurer440-782-2401[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’ complaint regarding a billing concern. [redacted] purchased a Vitamix direct from our online website on...
January 22, 2016. [redacted] completed his transaction by selecting a 5-payment plan option. His first payment of $91.81 was successfully captured on January 28, 2016 when the order shipped. This left an unpaid balance of $367.22 and four remaining payments with due dates of: February 27, 2016; April 27, 2016; March 28, 2016; and May 27, 2016. On February 27, 2016 we received an electronic message that the authorization or payment failed due to invalid credit card information. At no time between the failed payment on February 27, 2016 to May 27, 2016 did [redacted] contact Vitamix to inquire why his payments were not being drafted from his account. An update in our computer systems caused a lengthy delay in our delinquent account notification and as a result we did not send out a notice to [redacted] reminding him of this open balance until November 21, 2016. At that time, we sent a letter to the address of record. As was stated in the letter, we acknowledged and apologized for the delayed notification. We have since reviewed our notification process and have implemented a change to improve our timing of these notifications in the future. [redacted] was asked to contact us within 30 days to discuss the open balance or to make payment arrangements. When a response was not received, a final notice was sent to the address of record on February 23, 2017 asking [redacted] to remit payment within 10 days to avoid collection activity. [redacted] was provided with a phone number, mailing address, and email address to contact us directly. Had [redacted] reached us in a timely manner after receiving either letter we would have been happy to reach an agreeable resolution with him. [redacted] provided the Revdex.com with contact information that differs from the contact information of record. He has at no time notified us of any changes to his address. A supervisor has contacted [redacted] at the telephone number he provided to the Revdex.com. A voicemail has been left with the direct extension of a supervisor that can provide him with copies of the correspondence that was sent to him. At this time, [redacted] is beyond the return period and his outstanding balance has been referred to collections therefore we are unable to accept a product return. As long as [redacted] settles this unpaid balance with the collection agency that has contacted him within 63 days, there will be no reported activity made to his credit report. We anticipate these actions will serve to resolve the matter. Submitted by: Loree *. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted]’s
complaint regarding the order status of his Vitamix 5200 machine. Our customer service center supervisor
contacted Mr. [redacted] via
phone on May 21, 2015 to confirm information for shipping. Mr. [redacted]...
indicated that he is leaving the country May
22, 2105 and would like the machine shipped to an alternate address.
Email confirmation was sent and Mr. [redacted] was advised that
his order was shipped on May 22, 2015 via UPS and would be delivered on May 27,
2015 to his alternate address.
We
anticipate these actions will serve to resolve the matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I understand it to mean: I return the blender and receive a full refund. I consider the matter resolved upon completion of this transaction.Note: If this company does not currently have a data driven methodology in place, they may do well to consider it. Proper utilization of the Six-Sigma process and following the DMAIC roadmap is powerful. This is the true resolution.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I did receive a voicemail from the company advising they would like to resolve the matter with me. I will be reaching out soon.
Regards,
[redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted]’s
complaint regarding the order status of his Vitamix 5200 machine. Our customer service center supervisor
contacted Mr. [redacted] via email with the following information.
We appreciate...
you reaching out to us with your
concerns. We would like to address the
questions you have posed.
Vitamix has a
vigorous inspection program to continuously ensure the quality, safety and
durability of all our products. Our
containers conform to food equipment safety and sanitation standards set forth
by the National Sanitation Foundation.
Our quality team became aware of concerns over the presence
of tiny black flecks found in some containers.
We’ve identified that these flecks come from a seal in the bottom of
containers. All the materials, including
the seal, used to make our containers meet the FDA requirements for food
contact. The FDA certification allows for and addresses the safety of any
possible migration of the components into the food.
Based on regulatory approval and
third-party testing, our seal material is safe and presents no health risk from
repeat exposure. The seal material meets the FDA, EPA and other regulatory
agencies requirements for contact with food. The FDA certification allows for
and addresses the safety of any possible migration of the components into the
food. The seal has also been tested by a third-party standards testing
authority, which reaffirmed that no health risk exists when food comes into
contact with the seal. Any
flecks from the seal that may be ingested over the service years of our
blenders represent a tiny fraction of what is considered safe.
While we're
confident in the quality, safety and durability of our products, we take
seriously customer preferences and are looking at possible modifications. We expect to have a new seal in production by
the fall.
It appears that
you have purchased your Vitamix from Amazon.com through [redacted]. Please contact the original
place of purchase to find out their return instructions for the return and
refund of your Vitamix.
We can assure you that Vitamix is confident in the quality,
safety and durability of our products. Vitamix has been in business for more
than 93 years, and we are committed to making the best blending equipment in
the world. Thank you for bringing your
concerns to our attention and for giving us the opportunity to provide you with
this information. We look forward to
continuing to serve you for years to come.
We
anticipate these actions will serve to resolve the matter.
Submitted
by:
CFO
and Treasurer
May 14, 2015
Vita-Mix Corporation
8615 Usher Road
Olmsted Township, OH 44138
Response to Consumer Complaint No.[redacted]
Re: [redacted]...
[redacted]
[redacted]
[redacted]
Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’s
complaint regarding the repair of her Vitamix 5000 machine. Our customer service center supervisor
contacted [redacted]’s via phone and email on May 12, 2015, advising that a
new no-charge return shipping label was sent to her.
[redacted]’s confirmed receipt of the repair label, which
will be used to ship her machine back to Vitamix for repair and to be returned
to her promptly.
We
anticipate these actions will serve to resolve the matter.
Submitted
by:
[redacted]
CFO
and Treasurer
440-[redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted]’s complaint
regarding not having his Vitamix Commercial blender repaired. Our Commercial customer service center
representative contacted our designated service provider in Canada on April 28,
2015. We...
received confirmation that [redacted]
Food Equipment Services, our authorized service provider, contacted Mr. [redacted] and
made arrangements for him to bring in his blender for repair. We will be repairing the blender at no
charge.
We
anticipate these actions will serve to resolve the matter.
Submitted
by:
[redacted]
CFO
and Treasurer
440-782-2401
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
My concern was addressed by the business. Kindly close it as "customer satisfied". The business rep was very nice and had the item delivered quickly to me.
Thanks,
[redacted]
Regards, [redacted]
January 16, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted] ...
[redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’s complaint regarding his customer service experience after his recent purchase. Mr. & Mrs. [redacted] contacted Vitamix customer service on December 23, 2015 to report a problem with their 11-year old Vitamix. After completing some routine troubleshooting steps, the Vitamix Customer representative was not able to determine if there was a problem with the unit. The [redacted]’s model was out of warranty and they were presented with a variety of options regarding their machine. Mr. [redacted] opted to purchase a new Vitamix with a Trade-In credit to be given in the future on the older model. Mrs. [redacted] completed the purchase with the Customer Representative and she was advised the new Vitamix would be shipped in 8-14 business days. Mr. [redacted] contacted Vitamix customer service on January 2, 2016 regarding the status of his order. He advised the Customer representative at that time that he was expecting the machine in 5-7 days. The Customer representative was apologetic and advised that the order was not entered in that fashion. The Customer representative also stated that the product would not be shipped until January 8, 2016 because the plant is closed for physical inventory. Mr. [redacted] was transferred to two supervisors and was further advised that the order would not ship until physical inventory was completed on January 8, 2016. After Mr. [redacted]’s calls, the supervisor he spoke with monitored the order and upgraded the shipping method to Next Day Air to ensure the order would be promptly delivered once shipped. The supervisor also emailed the shipping department to request that Mr. [redacted]’s order would be pulled forward once the shipping department resumed normal business on January 11, 2016. Mr. [redacted] was not advised that these requests and changes were made. Mr. [redacted]’s order was delivered to his residence on January 12, 2016. Mr. [redacted] was contacted by a resolution specialist and was able to share his experience. Mr. [redacted] has advised us that he plans to keep the Vitamix he ordered. As a measure of good faith his warranty was extended. Additionally, a no-charge service request was made on his older model Vitamix so that he can gift it to a family member. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] And [redacted]
There are many inconsistencies in vitamix's response, we did return our machine for repair but the machine never came back, the top of the machine broke off and no longer would allow the container to connect, that machine never was sent back to us. We have only received one loaner machine not 2 on separate occasions, from the first time we were offered a loaner and it was sent, we still have that original loaner machine, which through sparks and yes burnt my fingers when it happened, when the sparks shot out of the machine I smelled an electronic burned smell.We weren't not offered a repair with a loaner, we were told twice they were going to send out a brand new machine and even set up the process to do so, then they decided not to send the new machine out, when they spoke to my husband they told him we would need to purchase a machine and when the repair was done they would refund the purchase. They told me they would decide what to do after I purchased another machine and they received the other machine for repair they would then decide if we get a refund for a purchased loaner. I told them we couldn't afford to do that, she said sorry that's all we can do. Many time during different occasions I was told "you have a donated machine!" Vitamix did not donate our machine. They are clearly very discriminatory if you do have your machine donated, the machine should still hold up to their 7yr warranty. And once I was even told after I said my son needs this for him to eat "oh well don't know what to tell you"Vitamix's has been very difficult to deal with and after reading other complaints to the Revdex.com and on their Facebook page we are not alone.In our experience if your machine stops working once then they will work with you but a second or third time you're out of luck.We have had nothing but issues with the vitamix's we have.When you explain to the rep your machine threw sparks and burnt your finger and they want you to plug it in and turn it on there's a problem.That would be stupid to do. Vitamix has never had any intentions of replacing or repairing our machine and I do not foresee they will make this situation right.I have called blendtech and the customer service outweighs vitamix's customer service.We will be saving up for a [redacted]. At this time we still have the broken loaner machine in our home, we do not know what to do with it.We had a local friend loan us her 8 yr old [redacted] to blend our sons meals temporarily and this machine far exceeds vitamix, she's had it repaired twice in the time she's had it without any questions.
Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’s complaint regarding a warranty issue. [redacted] bought a Certified Reconditioned Vitamix in January 2016....
With this purchase, [redacted] would have received an owner’s manual, a recipe guide, and a warranty certificate along with a motor base and blending container. [redacted] called Vitamix three times in the first 90 days of ownership. The first call was for general usage directions. The second call was on April 4, 2016. At that time, [redacted] reported a burning smell. [redacted] was not with her Vitamix at the time of that call and was not able to complete hands on troubleshooting that is designed to help our Customer Care Champions offer the best solution to the problem the customer is having. [redacted] called back on April 5, 2016 when she was with her Vitamix. At that time, the specific machine parts were tested and determined to be free of any defect. The machine also had no burning smells or unusual sounds during the troubleshooting. [redacted] did not have any ingredients available to attempt blending a smoothie so she was advised of proper layering and processing techniques that should be used when using the Vitamix. She was encouraged to follow those directions which are outlined in the owner’s manual and recipe guide. Finally, she was advised that if the smell did not dissipate after several heavy blends Vitamix would pay the return shipping to complete a repair under the terms of her warranty. In reviewing this complaint, it would appear that the ingredients that [redacted] was trying to blend require more liquid for processing. Since making this complaint, [redacted] has called and a warranty repair was set up. [redacted] was advised that we would do a complete inspection of her unit and we would replace any parts that have failed. Should the unit not be able to repaired, she would be offered a replacement under the terms of the warranty. We anticipate these actions will serve to resolve the matter. Submitted by: Loree *. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and although my intentions were not to gain anything in addition to my paid order, I cannot complain about receiving one additional year warranty for a product I will be using every day. I am satisfied with this resolution. I hope to see much more improved customer service in any future dealings I will have with the Vitamix Corporation.
Regards,
[redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]-
[redacted]’s complaint regarding the order status of her Vitamix 5200 machine. Our customer service center supervisor
contacted Ms. [redacted]- [redacted]
via phone on April 21, 2015 with an order status...
update. The machine will ship out via UPS on April
21, 2015 and the customer will receive an additional three years added to her
warranty.
We
anticipate these actions will serve to resolve the matter.
Submitted
by:
[redacted]
CFO
and Treasurer
440-782-2401
August 24, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted]...
[redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is submitting one response to complaint numbers [redacted], and [redacted] because all orders at issue (numbers [redacted], and [redacted]) were placed on the same day with the same address. Vitamix previously identified this address as being a Vitamix dealer based on the volume of orders being shipped there and because an individual at this address informed Vitamix that he was purchasing blenders for resale. Vitamix informed the individual at this address that he could apply to become an authorized Vitamix dealer or corporate account customer. On August 1, 2016, three orders were placed with this address. Due to the fact that Vitamix had previously identified this address as a potential dealer or corporate account that would need to purchase products through our authorized dealer or corporate account programs, Vitamix cancelled these orders because they were not purchased through the proper dealer or corporate account channels. Vitamix did not charge any credit card for these orders, and no blenders were shipped as a result of these orders. Vitamix remains willing to sell the blenders these individuals attempted to purchase on August 1, 2016, as long as they are not for re-sale. We have attempted to contact the customer via telephone and email. If these customers would like to complete these purchases, they should contact Becky P[redacted] at 440-782-2301. Furthermore, these individuals should consider applying to be an authorized dealer or corporate account. They should contact Vitamix’s dealer department or corporate account department for more information. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]’s complaint regarding the durability of the Vitamix. Our customer service center supervisor
contacted [redacted]’s via email on 7/19/2015 and by phone on 7/20/ 2015
with no reply.
Vita-Mix...
warrants to the owner that if this Machine (a
"Machine" consists of a motor blender base and any containers
purchased together) fails within 7 years from the date of purchase due to a
defect in material or workmanship or as a result of normal wear and tear from
ordinary household use, Vita-Mix will, within 30 days of receipt of the
returned product, repair the failed Machine or component part of the Machine
free of charge.
The warranty for [redacted] purchased on 4/23/2006
expired on 4/27/2013; Vitamix would like to extend a one-time courtesy repair
to [redacted] to solve the issue. A
note has been placed on the account authorizing the repair.
We
anticipate these actions will serve to resolve the matter.
Submitted
by:
[redacted]
CFO
and Treasurer
440-782-2401
January 29, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted]...
[redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]’s complaint regarding the customer service she has received regarding documentation needed to submit a request for a customs refund. Ms. [redacted] contacted Vitamix on January 25, 2016 and January 26, 2016 to request a picture of the box she shipped to our warehouse with her blender showing. She indicated this photograph was needed so that she could submit a customs refund request. Ms. [redacted] was advised that her request could not be honored; however she was not provided any explanation or offered any alternative solutions. A supervisor has reached out to Ms. [redacted] to advise that boxes shipped to Vitamix are destroyed in a staging area before the returned products enter the facility floor and as a result Vitamix may not be able to provide the picture she was requesting. Ms. [redacted] was advised that if a picture could not be provided there were other supporting documents that could be given to assist her in her request. Ms. [redacted] has the contact information for the supervisor she spoke with and the supervisor will provide follow up documents for Ms. [redacted] as needed. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response from Viatmix absolutely irresponsible. If Ms [redacted] will try to buy TV in silver as boxed, shown and so on, and drive back and forward and return few times, and get Black ( same works with Car, or any appliances in anybody kitchen or furniture!), I would like to hear her feedback on Time, Hassle, Frustration, and fraud advertisements due of Mistken in Print But same Functionalities.And regarding responds on issue, Customer initiated and first two times was called to Vitamix, and on 3rd call got Lead to respond ( not vise versa - and you may get all reps with whom I talked starting from 12/9, since nobody replied via email - not even once! ).Regarding mistakes, same functionality, and all as you said Unreasonable - Customer explained to your Lead, that initial purchase, return, then one more time, and Time taht spent was a strong perceptional point on How poor was all handled by Vita-Mix, and all pictures and re-confirmations on every aspect - That was MY Time, not even one person from VitaMix checked any store! And on extra 3 years - with exchange for 3 extra years warranty, VitaMix INVALIDATE my C[redacted] life time warranty. So, that is like get burned twice after all.To be precise,1. What was offered - exhcange with 3 years warranty. Not sure what extra you refer. That will just like "shut-consumer-customer-on-own-mistakes"2. What Customer asked to be Compensated for all time that he was driving back and forward, hassle on returns, and time to explain in store and so on. That was not just Refused!" The customer’s experience was due to a mistake in a production and distribution item number which resulted in some boxes containing mismatched faceplates."That is called Mislead and fraud advertisement if I am not wrong, and due of such misprint and boxing of incorrect products, Companies who respect their names, recall or Update vendor/customers on potential issues related with Company product!"There is no difference in the functionality or capabilities of the machine he received"- Purchased first of all, not received. People buy what they would like to and with the specific colors ( As H.Ford said regarding black cars that Ford manufactured! ). All get different colored fridges, even though they are same functionalities, versa spend time, and get hassle with ignorant seller or the company that has less respect to customers and consumers! Regarding the Last Statement - "Our Production team has been notified of this error and corrective action has been systemized." - THAT IS INCORRECT. And to proof - I visit twice this year C[redacted], and same is there and that is in 3 locations. Same boxes, same machines, same mistake. So, let me ask [redacted] - Who is saing TRUTH, or mislead COnsumers and Customers? Is there anybody contacted C[redacted]? And you know well answer by using "unreasonable" on same functionality where VitaMix mislead consumers and C[redacted] customers with a New Product Line ( all pictures in a file ), and I may share with the pleasure new ones from recent visit to C[redacted].So, can you put yourself in my shoes, after waste of sooo much time, hassle with reps, and compensation on 1 (original offer!), and then 3 (the latest offer!) extra warranty (especially since you have LifeTime while you are a C[redacted] member!).And how about compensation that you would ask from irresponsive support where you call few times for a help, and when by saing that you will contact for a help - you get Lead from Support on a line. Customer asked for a compensation for hassle, - never requested. Lets at least with a small respect to the customer - try to be a normal people! Regards,[redacted]
Vita-Mix
Corporation (“Vitamix”) is responding to Ms. [redacted]’ complaint
regarding the purchasing experience she had on November 27, 2015. Ms. [redacted] attempted to place an order
on-line for a Certified Reconditioned Standard Programs Vitamix that was being
offered for a sale price...
of $329.00 plus tax. During her checkout process, Ms.
[redacted] states that she attempted to add a promotional code for an additional
25% off. This code would have also offered the customer Free Shipping. During
the timeframe that Ms. [redacted] was placing her order, Vitamix was offering a
Black Friday promotion that included Free Standard Shipping. Adding a code at
checkout was a conflict in the system and resulted in a decline in the order
verification processes because Vitamix coupons and special offers cannot be
combined as is standard coupon practice.Ms. [redacted]
states that she thought she had made an error entering her payment information
so she made multiple attempts including providing an alternate card. She contacted
Vitamix and was advised that the order was more than likely failing as a result
of combining discounts. Ms. [redacted] states that she made one final attempt to
process the order and it failed again. The customer contacted Vitamix a second
time on November 27, 2015 and inquired about the charges on her account. Ms.
[redacted] was advised that any charges she is seeing are pre-authorization holds
that were placed during the verification phase. The customer was told that the
holds would be released in 3-5 business days and that she would need to check
with her bank to verify their hold terms. None of Ms. [redacted]’ cards were charged because none of her orders were
successfully placed. A supervisor reached out to Ms. [redacted] on
December 1, 2015 and December 2, 2015. Two voicemails were left asking the
customer to return the call regarding her experience. It is the intention of
Vitamix to make the exception to honor both the Black Friday promotion and the
25% discount as a good faith gesture and one-time courtesy offer. We will be happy to place a new order
through the Supervisor who has reached out to Ms. [redacted], as our website will
not process a combination of discounts. We anticipate these actions will serve to resolve the
matter.Submitted by:[redacted]CFO and Treasurer440-782-2401[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’ complaint regarding a billing concern. [redacted] purchased a Vitamix direct from our online website on...
January 22, 2016. [redacted] completed his transaction by selecting a 5-payment plan option. His first payment of $91.81 was successfully captured on January 28, 2016 when the order shipped. This left an unpaid balance of $367.22 and four remaining payments with due dates of: February 27, 2016; April 27, 2016; March 28, 2016; and May 27, 2016. On February 27, 2016 we received an electronic message that the authorization or payment failed due to invalid credit card information. At no time between the failed payment on February 27, 2016 to May 27, 2016 did [redacted] contact Vitamix to inquire why his payments were not being drafted from his account. An update in our computer systems caused a lengthy delay in our delinquent account notification and as a result we did not send out a notice to [redacted] reminding him of this open balance until November 21, 2016. At that time, we sent a letter to the address of record. As was stated in the letter, we acknowledged and apologized for the delayed notification. We have since reviewed our notification process and have implemented a change to improve our timing of these notifications in the future. [redacted] was asked to contact us within 30 days to discuss the open balance or to make payment arrangements. When a response was not received, a final notice was sent to the address of record on February 23, 2017 asking [redacted] to remit payment within 10 days to avoid collection activity. [redacted] was provided with a phone number, mailing address, and email address to contact us directly. Had [redacted] reached us in a timely manner after receiving either letter we would have been happy to reach an agreeable resolution with him. [redacted] provided the Revdex.com with contact information that differs from the contact information of record. He has at no time notified us of any changes to his address. A supervisor has contacted [redacted] at the telephone number he provided to the Revdex.com. A voicemail has been left with the direct extension of a supervisor that can provide him with copies of the correspondence that was sent to him. At this time, [redacted] is beyond the return period and his outstanding balance has been referred to collections therefore we are unable to accept a product return. As long as [redacted] settles this unpaid balance with the collection agency that has contacted him within 63 days, there will be no reported activity made to his credit report. We anticipate these actions will serve to resolve the matter. Submitted by: Loree *. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted]’s
complaint regarding the order status of his Vitamix 5200 machine. Our customer service center supervisor
contacted Mr. [redacted] via
phone on May 21, 2015 to confirm information for shipping. Mr. [redacted]...
indicated that he is leaving the country May
22, 2105 and would like the machine shipped to an alternate address.
Email confirmation was sent and Mr. [redacted] was advised that
his order was shipped on May 22, 2015 via UPS and would be delivered on May 27,
2015 to his alternate address.
We
anticipate these actions will serve to resolve the matter.
Submitted
by:
[redacted]
CFO
and Treasurer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I understand it to mean: I return the blender and receive a full refund. I consider the matter resolved upon completion of this transaction.Note: If this company does not currently have a data driven methodology in place, they may do well to consider it. Proper utilization of the Six-Sigma process and following the DMAIC roadmap is powerful. This is the true resolution.
Regards,
[redacted]