Dorel Juvenile Product Specialist reviewed the service requests and record for Mr [redacted] upon receipt of this notificationMr [redacted] contacted Dorel via email on March 20th, to say he needed to replace the buckles on his Alpha Omega Elite car seat because they had gotten lostMr [redacted] did not specify which buckles he needed to replace, and didn't provide the date of manufactureOur representative responded to the email asking for the complete information, and advised the parts would need to be ordered by telephone(To protect the integrity of his credit card information.) Mr [redacted] responded on March 26th via e-mail, providing the date and the specific partOur representative responded with the price quote, including shipping and handling and instructions for how to order the part, either by telephone or mailOn March 30th Mr [redacted] emailed to tell us that he had tried to call, but was hung up on after waiting on hold for minutes(We have no record of this call.) He asked if he could order via emailOur representative sent our apologies for the situation, and also advised of times that we are less busy(Again, via email.) After reviewing the file, I have ordered a buckle for Mr [redacted] free of chargeI have also included the correspondence and consumer service request record for your review We are continuously striving to provide the best possible options for our consumers, as it was explained to Mr [redacted] in our email correspondenceWe are working to have our parts put online for self serve, however, with car seats and the safety of children on the line, we must ensure that we have a system that will prevent a consumer from inadvertently purchasing a part that would be unsafe for use with their car seatWe are very near to being able to offer this convenience for our consumersIn the mean time, we cannot substitute convenience for safety Please accept our apologies for the inconvenience while we work to upgrade our online parts ordering system.Respectfully,Marilyn B***, Product Specialist
Revdex.com Serving Central Indiana www.Revdex.com.org/indy ID # [redacted] [redacted] Dear Ms***, 03/30/ Dorel Juvenile was first contacted by Mrs [redacted] via email in January 2017, regarding the humidifier, stating in her email that it leaked onto her cubby and fabric binsMrs [redacted] included photos, which I have attached to this responseMrs [redacted] 's report stated she owned to humidifier for over a year, so the warranty period had expiredDorel takes any claim of property damage seriously, and evaluates each claim on the merits of the documents provided and the inspection of the product allegedly at fault for a manufacturing defectMrs [redacted] submitted photos of the damage to her cubby, along with estimates for replacementThis is one step of our processThe next step is to have the product at issue returned for quality review, to inspect for manufacturing defectsMrs [redacted] 's humidifier was returned to Dorel and inspected by our expert Our expert evaluated to humidifier, and opined the following: There are visible cracks in the plastic tank These cracks allow air into the tank, and subsequently break the seal, allowing water to leak outThese humidifiers are individually inspected for leakage at the time they are manufactured for qualityThe fact that Mrs [redacted] owned and used the humidifier for over a year without any incident of leaking, also indicates that this is not a manufacture defect The humidifier was not leaking water from any other sourceAfter reviewing the documents submitted by Mrs [redacted] and the review of the humidifier, Dorel declines this demand for compensationDorel ordered Mrs [redacted] a replcement humidifier at no charge Dorel stands by our decisionWe regret that Mrs [redacted] does not agree with our decision.Thank YouMarilyn B***CPST Product Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below This is not acceptable and I have two other humidifiers in my home that are well over two years old and have never had an issuePlastic should not crack that quicklyI will never purchase your products again because of their design flaw and cheap designVery disappointed at how the claim was handled Regards, [redacted]
Dorel Juvenile Product Specialist reviewed the service requests and record for Mr [redacted] upon receipt of this notification Mr [redacted] first notified Dorel on 05/09/2016, regarding a walker model WA057CJS, manufactured by Dorel Mr [redacted] stated his son, who is months old, could not reach the floor in the walker, in its lowest positionOur representative explained that this is not considered a manufacturing defect that would be covered under the warranty The same day, 5/9/2016, Dorel received notice of this complaint, requesting a refund or exchange for the same reasonIn the spirit of good customer service, Dorel reached out to Mr [redacted] to gather a bit more information and offer a resolution Mr [redacted] provided the information, and confirmed the walker was in its lowest position per the instructionsMr [redacted] accepted the offer of a replacement walker of a different design Prior to placing the order, Mr [redacted] asked for the seating height for this walker, which is inches from the seat to the floor Mr [redacted] accepted the offer and an order was placedA follow up email was sent to Mr [redacted] with the order number and expected delivery time frameI have provided my direct contact information for Mr***, should he have any issues with the replacement walker Warm Regards, Marilyn [redacted] , CPST Product Specialist Dorel Juvenile [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Date Sent: 3/31/2:33:PMRevdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.This is not acceptable and I have two other humidifiers in my home that are well over two years old and have never had an issuePlastic should not crack that quicklyI will never purchase your products again because of their design flaw and cheap designVery disappointed at how the claim was handledRegards, [redacted] Regards, [redacted]
Upon receipt of this notice, on 02/17/the Product Technician called the telephone number provide on the report, but reached a voicemail boxA message was left asking the consumer to please contact us regarding the situation with the stroller The Product Technician checked our database and we have no records that Mror Mrs [redacted] have ever contacted us to ask for any type of resolution On 02/18/the Product Technician called again, and spoke to Mrs [redacted] who stated she was unable to discuss the issue at this time as she was drivingThe Product Technician provided Mrs [redacted] with our contact number for a call back On 02/22/a third attempt was made to contact Mrs [redacted] This time the Product Technician received a message stating that the mailbox was full and a message was not able to be left but had an options to enter a SMS, the Product Technician entered the phone number for a call back On 02/22/per our policy, a letter was mailed to Mrs [redacted] asking to please contact us regarding this matterOnce Mrs [redacted] contacts us, we will do our best to resolve her concerns I have attached a copy of the letter to Mrs [redacted] Sincerely, Anita [redacted]
Dorel Juvenile Product Specialist reviewed the service requests and record for Mrand Mrs [redacted] upon receipt of this notificationMrs [redacted] first contacted Dorel on 8/23/2016, stating the strap on her car seat was damagedShe was advised that we could replace the seat with a proof of destruction exchangeThis type of exchange is used in order to waive the return shipping for the consumer, to have the entire car seat returned for exchangeThe process was explained to her, that she would be emailed a letter to sign and options for her choice of replacement car seatsMrs [redacted] was advised that if she wanted the car seat to be sent prior to the warranty process being completed with a proof of destruction, that she would need to place a $50.00, refundable securityOnce the exchange was completed, the security would be refundedMrs [redacted] indicated she understood and agreedOn 8/28/2016, Mr [redacted] posted a message to the Safety 1st Facebook page, stating they were very frustrated, along with an explanation, that clearly indicated a misunderstanding of the process as it was explained to Mrs [redacted] Our Social Media representative explained the process to Mr [redacted] , and offered our apologies for any misunderstandingShe explained that his seat would be replaced even though it is outside the warranty periodMr [redacted] indicated he understood the process and agreed that was fairHe was advised to look at the email options that were sent to him in order to choose his replacement car seatOn 08/31/2016, Mr [redacted] contacted our Consumer Care team to advise which replacement car seat he wanted, and the order was placedHe should receive his replacement within 7-business daysMr [redacted] indicated he was satisfied with this resolutionI have attached the Service Record, as well as the Social Media correspondence for your reviewWarm Regards, Marilyn B***, CPST Product Specialist Dorel Juvenile mb***@djgusa.com
Attached please find our response.From: infoTo: [redacted] ***Subject: Fw: You have a new message from the Revdex.com of Central Indiana complaint # [redacted] .Date: Thursday, December 29, 4:08:PMFrom: Christine E [redacted] Sent: Wednesday, December 28, 2:PMTo: infoSubject: Automatic reply: You have a new message from the Revdex.com of Central Indiana complaint# [redacted] I will be out of the office until 1/3/ I will respond to your message upon my return Happy Holidays and Happy New Year!
On February 24, we followed up with Mrs*** by email asking for a call back to discuss the issue
On February 25, Mrs*** contacted us by phoneMrs*** stated that the frame was damaged on one side of the strollerWe arranged the piof the stroller to bring back for our quality team to review
A replacement stroller was ordered on 02/25/and is scheduled to deliver today 03/04/
Sincerely,
Anita ***
Product Technician, CPST
Dorel Industries
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They did indeed try to contact me but our daughter has a serious infection post surgery and was in children's hospitalI have tried them back three times including leaving a voicemail this morning on the 4th attempt
Regards,
*** ***
Revdex.com Serving Central Indiana www.Revdex.com.org/indy ID # [redacted] [redacted] Dear Ms. [redacted], 04/05/2017 Dorel Juvenile was first contacted by Mrs. [redacted] via email in January 2017, regarding the humidifier, stating in her email that it leaked onto her cubby and fabric bins. Mrs. [redacted] included photos, which I have attached to the first response. Mrs. [redacted]'s report stated she owned the humidifier for over a year, purchasing it at [redacted] in 2015. She did not experience any issues for the first year plus of use. The warranty period for the humidifier is one year . I have included the instruction manual which states in Step 2, the following statement: DO NOT place the humidifier on a finished floor or near furniture that can be damaged by too much moisture or water. Place on a moisture resistant surface. In the trouble shooting section, under Water Leakage-The product may have been mishandled. Each unit was tested after production and confirmed to be free of leaks. Discard the humidifier as it cannot be repaired. Dorel has done it's part, by clearly advising the consumer in the instructions of how to use the humidifier to avoid damaging furniture. Dorel, at our expense, had the humidifier returned for inspection, and found cracks in the tank. The fact that Mrs. [redacted] used the humidifier without incident for over a year, to beyond the warranty period, shows that the unit performed as as intended until the tank was cracked. We understand that not all claims are resolved amicably. Dorel has done our due dilligence, in taking the report, and examining the humidifier for defects and also sending Mrs. [redacted] a new humidifier or refund, whichever she chose. Mrs. [redacted] chose the replacment over a refund. Dorel respectfully stands by our decision, and considers this matter closed . Thank you, Marilyn B[redacted], CPST Product Specialist prod uctTech@d jgusa .com enclosures
Dorel Juvenile Product Specialist reviewed the service requests and record for Mr. [redacted] upon receipt of this notification. Mr. [redacted] first notified Dorel on 05/09/2016, regarding a walker model WA057CJS, manufactured by Dorel. Mr. [redacted] stated his son, who is 8 months old, could not reach...
the floor in the walker, in its lowest position. Our representative explained that this is not considered a manufacturing defect that would be covered under the warranty. The same day, 5/9/2016, Dorel received notice of this complaint, requesting a refund or exchange for the same reason. In the spirit of good customer service, Dorel reached out to Mr. [redacted] to gather a bit more information and offer a resolution. Mr. [redacted] provided the information, and confirmed the walker was in its lowest position per the instructions. Mr. [redacted] accepted the offer of a replacement walker of a different design. Prior to placing the order, Mr. [redacted] asked for the seating height for this walker, which is 9 inches from the seat to the floor. Mr. [redacted] accepted the offer and an order was placed. A follow up email was sent to Mr. [redacted] with the order number and expected delivery time frame. I have provided my direct contact information for Mr. [redacted], should he have any issues with the replacement walker. Warm Regards, Marilyn [redacted], CPST Product Specialist Dorel Juvenile [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I just want to add that even though the company has agreed to send a new car seat at no charge that this was NOT made clear to us when both my wife called originally as well as on the phone to me (They said they would make an exception in this case) but usually they charge $50 charge no matter what (as per recorded phone conversation) even in the letter that was sent by email to dispose of the old car seat it clearly states that you have to send back the old one first then they will ship out the new one So yes we are satisfied with the outcome however I want to get the facts straight first Thank you
Regards,
[redacted]
Dorel Juvenile Product Specialist reviewed the service requests and record for Ms. [redacted] upon receipt of this notification.
Ms. [redacted] first notified Dorel on 08/24/2015, regarding this alleged incident involving a car seat model CC068BPH and manufactured...
on 05/13/2013. Ms. [redacted] advised she purchased the car seat from [redacted] in August 2014. On the day Ms. [redacted] called, a full report was taken, and she was issued an online voucher for $170.00, to use for a new car seat of her choice.
Pre-paid shipping labels were mailed in order to have the car seat returned for quality review by our engineer, since Ms. [redacted] wanted to file a claim for collateral damage to her vehicle seat. Instructions were also mailed to Ms. [redacted] to let her know how to proceed.
The car seat was received and inspected, and a subsequent denial letter was mailed to Ms. [redacted] regarding the damage to her vehicle seat. I have enclosed her service request record, the photos she submitted and the emails that were sent to Dorel.
We sincerely apologize that Ms. [redacted] does not agree with our decision to decline her request for compensation for her damaged vehicle seat. We have issued an online voucher well above the amount she paid for the car seat, so that she could choose a replacement.
This is not something we have heard heard before. No other models produced that same day or after have beem reported as having marks on them. Ms. [redacted] used the seat successfully for 1 year prior to this, but did not notice or report the damage prior to August, 2015.
Dorel strives to provide exemplary customer service. The warranty on the car seat is a one year warranty from the date of purchase with a copy of the receipt. Our warranty states that the proof of purchase is required and shipping charges are the responsibility of the consumer. This was waived for Ms. [redacted].
We stand behind our decision to decline this request fo compensation.
The service request and all documents are attached for your review. Warm regards, [redacted] CPST
Upon receipt of this notice, on 02/17/2016 the Product Technician called the telephone number provide on the report, but reached a voicemail box. A message was left asking the consumer to please contact us regarding the situation with the stroller.
The Product Technician checked our database and we...
have no records that Mr. or Mrs. [redacted] have ever contacted us to ask for any type of resolution.
On 02/18/2016 the Product Technician called again, and spoke to Mrs. [redacted] who stated she was unable to discuss the issue at this time as she was driving. The Product Technician provided Mrs. [redacted] with our contact number for a call back.
On 02/22/2016 a third attempt was made to contact Mrs. [redacted]. This time the Product Technician received a message stating that the mailbox was full and a message was not able to be left but had an options to enter a SMS, the Product Technician entered the phone number for a call back.
On 02/22/2016 per our policy, a letter was mailed to Mrs. [redacted] asking to please contact us regarding this matter. Once Mrs. [redacted] contacts us, we will do our best to resolve her concerns.
I have attached a copy of the letter to Mrs. [redacted].
Sincerely, Anita [redacted]
Dorel Juvenile Product Specialist reviewed the service requests and record for Ms. [redacted] upon receipt of this notification. We did, in fact, find two emails from Ms. [redacted], that had not yet been responded to.We immediately reached out to her, and apologized for the delay. (the first email was sent on...
the Memorial Day holiday, which led to a lag in our response time.)We were able to arrange to expedite a refund as she requested for her car seats. Ms. [redacted] followed our instructions, with sending the items we needed including her receipt and the signed letter agreeing to dispose of the seats for warranty purposes.Dorel strives to provide exemplary customer service. The warranty on the car seat is a two year warranty from the date of purchase with a copy of the receipt. Ms. [redacted] corresponded with us via email, and is pleased this situation was resolved.Warm Regards,Marilyn B[redacted], CPSTProduct SpecialistDorel Juvenile m[redacted]@digusa.com
Dorel Juvenile Product Specialist reviewed the service requests and record for Mr [redacted] upon receipt of this notificationMr [redacted] contacted Dorel via email on March 20th, to say he needed to replace the buckles on his Alpha Omega Elite car seat because they had gotten lostMr [redacted] did not specify which buckles he needed to replace, and didn't provide the date of manufactureOur representative responded to the email asking for the complete information, and advised the parts would need to be ordered by telephone(To protect the integrity of his credit card information.) Mr [redacted] responded on March 26th via e-mail, providing the date and the specific partOur representative responded with the price quote, including shipping and handling and instructions for how to order the part, either by telephone or mailOn March 30th Mr [redacted] emailed to tell us that he had tried to call, but was hung up on after waiting on hold for minutes(We have no record of this call.) He asked if he could order via emailOur representative sent our apologies for the situation, and also advised of times that we are less busy(Again, via email.) After reviewing the file, I have ordered a buckle for Mr [redacted] free of chargeI have also included the correspondence and consumer service request record for your review We are continuously striving to provide the best possible options for our consumers, as it was explained to Mr [redacted] in our email correspondenceWe are working to have our parts put online for self serve, however, with car seats and the safety of children on the line, we must ensure that we have a system that will prevent a consumer from inadvertently purchasing a part that would be unsafe for use with their car seatWe are very near to being able to offer this convenience for our consumersIn the mean time, we cannot substitute convenience for safety Please accept our apologies for the inconvenience while we work to upgrade our online parts ordering system.Respectfully,Marilyn B***, Product Specialist
Revdex.com Serving Central Indiana www.Revdex.com.org/indy ID # [redacted] [redacted] Dear Ms***, 03/30/ Dorel Juvenile was first contacted by Mrs [redacted] via email in January 2017, regarding the humidifier, stating in her email that it leaked onto her cubby and fabric binsMrs [redacted] included photos, which I have attached to this responseMrs [redacted] 's report stated she owned to humidifier for over a year, so the warranty period had expiredDorel takes any claim of property damage seriously, and evaluates each claim on the merits of the documents provided and the inspection of the product allegedly at fault for a manufacturing defectMrs [redacted] submitted photos of the damage to her cubby, along with estimates for replacementThis is one step of our processThe next step is to have the product at issue returned for quality review, to inspect for manufacturing defectsMrs [redacted] 's humidifier was returned to Dorel and inspected by our expert Our expert evaluated to humidifier, and opined the following: There are visible cracks in the plastic tank These cracks allow air into the tank, and subsequently break the seal, allowing water to leak outThese humidifiers are individually inspected for leakage at the time they are manufactured for qualityThe fact that Mrs [redacted] owned and used the humidifier for over a year without any incident of leaking, also indicates that this is not a manufacture defect The humidifier was not leaking water from any other sourceAfter reviewing the documents submitted by Mrs [redacted] and the review of the humidifier, Dorel declines this demand for compensationDorel ordered Mrs [redacted] a replcement humidifier at no charge Dorel stands by our decisionWe regret that Mrs [redacted] does not agree with our decision.Thank YouMarilyn B***CPST Product Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below This is not acceptable and I have two other humidifiers in my home that are well over two years old and have never had an issuePlastic should not crack that quicklyI will never purchase your products again because of their design flaw and cheap designVery disappointed at how the claim was handled Regards, [redacted]
Dorel Juvenile Product Specialist reviewed the service requests and record for Mr [redacted] upon receipt of this notification Mr [redacted] first notified Dorel on 05/09/2016, regarding a walker model WA057CJS, manufactured by Dorel Mr [redacted] stated his son, who is months old, could not reach the floor in the walker, in its lowest positionOur representative explained that this is not considered a manufacturing defect that would be covered under the warranty The same day, 5/9/2016, Dorel received notice of this complaint, requesting a refund or exchange for the same reasonIn the spirit of good customer service, Dorel reached out to Mr [redacted] to gather a bit more information and offer a resolution Mr [redacted] provided the information, and confirmed the walker was in its lowest position per the instructionsMr [redacted] accepted the offer of a replacement walker of a different design Prior to placing the order, Mr [redacted] asked for the seating height for this walker, which is inches from the seat to the floor Mr [redacted] accepted the offer and an order was placedA follow up email was sent to Mr [redacted] with the order number and expected delivery time frameI have provided my direct contact information for Mr***, should he have any issues with the replacement walker Warm Regards, Marilyn [redacted] , CPST Product Specialist Dorel Juvenile [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Date Sent: 3/31/2:33:PMRevdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.This is not acceptable and I have two other humidifiers in my home that are well over two years old and have never had an issuePlastic should not crack that quicklyI will never purchase your products again because of their design flaw and cheap designVery disappointed at how the claim was handledRegards, [redacted] Regards, [redacted]
Upon receipt of this notice, on 02/17/the Product Technician called the telephone number provide on the report, but reached a voicemail boxA message was left asking the consumer to please contact us regarding the situation with the stroller The Product Technician checked our database and we have no records that Mror Mrs [redacted] have ever contacted us to ask for any type of resolution On 02/18/the Product Technician called again, and spoke to Mrs [redacted] who stated she was unable to discuss the issue at this time as she was drivingThe Product Technician provided Mrs [redacted] with our contact number for a call back On 02/22/a third attempt was made to contact Mrs [redacted] This time the Product Technician received a message stating that the mailbox was full and a message was not able to be left but had an options to enter a SMS, the Product Technician entered the phone number for a call back On 02/22/per our policy, a letter was mailed to Mrs [redacted] asking to please contact us regarding this matterOnce Mrs [redacted] contacts us, we will do our best to resolve her concerns I have attached a copy of the letter to Mrs [redacted] Sincerely, Anita [redacted]
Dorel Juvenile Product Specialist reviewed the service requests and record for Mrand Mrs [redacted] upon receipt of this notificationMrs [redacted] first contacted Dorel on 8/23/2016, stating the strap on her car seat was damagedShe was advised that we could replace the seat with a proof of destruction exchangeThis type of exchange is used in order to waive the return shipping for the consumer, to have the entire car seat returned for exchangeThe process was explained to her, that she would be emailed a letter to sign and options for her choice of replacement car seatsMrs [redacted] was advised that if she wanted the car seat to be sent prior to the warranty process being completed with a proof of destruction, that she would need to place a $50.00, refundable securityOnce the exchange was completed, the security would be refundedMrs [redacted] indicated she understood and agreedOn 8/28/2016, Mr [redacted] posted a message to the Safety 1st Facebook page, stating they were very frustrated, along with an explanation, that clearly indicated a misunderstanding of the process as it was explained to Mrs [redacted] Our Social Media representative explained the process to Mr [redacted] , and offered our apologies for any misunderstandingShe explained that his seat would be replaced even though it is outside the warranty periodMr [redacted] indicated he understood the process and agreed that was fairHe was advised to look at the email options that were sent to him in order to choose his replacement car seatOn 08/31/2016, Mr [redacted] contacted our Consumer Care team to advise which replacement car seat he wanted, and the order was placedHe should receive his replacement within 7-business daysMr [redacted] indicated he was satisfied with this resolutionI have attached the Service Record, as well as the Social Media correspondence for your reviewWarm Regards, Marilyn B***, CPST Product Specialist Dorel Juvenile mb***@djgusa.com
Attached please find our response.From: infoTo: [redacted] ***Subject: Fw: You have a new message from the Revdex.com of Central Indiana complaint # [redacted] .Date: Thursday, December 29, 4:08:PMFrom: Christine E [redacted] Sent: Wednesday, December 28, 2:PMTo: infoSubject: Automatic reply: You have a new message from the Revdex.com of Central Indiana complaint# [redacted] I will be out of the office until 1/3/ I will respond to your message upon my return Happy Holidays and Happy New Year!
On February 24, we followed up with Mrs*** by email asking for a call back to discuss the issue
On February 25, Mrs*** contacted us by phoneMrs*** stated that the frame was damaged on one side of the strollerWe arranged the piof the stroller to bring back for our quality team to review
A replacement stroller was ordered on 02/25/and is scheduled to deliver today 03/04/
Sincerely,
Anita ***
Product Technician, CPST
Dorel Industries
Attached please find our response to the complaint
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They did indeed try to contact me but our daughter has a serious infection post surgery and was in children's hospitalI have tried them back three times including leaving a voicemail this morning on the 4th attempt
Regards,
*** ***
Revdex.com Serving Central Indiana www.Revdex.com.org/indy ID # [redacted] [redacted] Dear Ms. [redacted], 04/05/2017 Dorel Juvenile was first contacted by Mrs. [redacted] via email in January 2017, regarding the humidifier, stating in her email that it leaked onto her cubby and fabric bins. Mrs. [redacted] included photos, which I have attached to the first response. Mrs. [redacted]'s report stated she owned the humidifier for over a year, purchasing it at [redacted] in 2015. She did not experience any issues for the first year plus of use. The warranty period for the humidifier is one year . I have included the instruction manual which states in Step 2, the following statement: DO NOT place the humidifier on a finished floor or near furniture that can be damaged by too much moisture or water. Place on a moisture resistant surface. In the trouble shooting section, under Water Leakage-The product may have been mishandled. Each unit was tested after production and confirmed to be free of leaks. Discard the humidifier as it cannot be repaired. Dorel has done it's part, by clearly advising the consumer in the instructions of how to use the humidifier to avoid damaging furniture. Dorel, at our expense, had the humidifier returned for inspection, and found cracks in the tank. The fact that Mrs. [redacted] used the humidifier without incident for over a year, to beyond the warranty period, shows that the unit performed as as intended until the tank was cracked. We understand that not all claims are resolved amicably. Dorel has done our due dilligence, in taking the report, and examining the humidifier for defects and also sending Mrs. [redacted] a new humidifier or refund, whichever she chose. Mrs. [redacted] chose the replacment over a refund. Dorel respectfully stands by our decision, and considers this matter closed . Thank you, Marilyn B[redacted], CPST Product Specialist prod uctTech@d jgusa .com enclosures
Dorel Juvenile Product Specialist reviewed the service requests and record for Mr. [redacted] upon receipt of this notification. Mr. [redacted] first notified Dorel on 05/09/2016, regarding a walker model WA057CJS, manufactured by Dorel. Mr. [redacted] stated his son, who is 8 months old, could not reach...
the floor in the walker, in its lowest position. Our representative explained that this is not considered a manufacturing defect that would be covered under the warranty. The same day, 5/9/2016, Dorel received notice of this complaint, requesting a refund or exchange for the same reason. In the spirit of good customer service, Dorel reached out to Mr. [redacted] to gather a bit more information and offer a resolution. Mr. [redacted] provided the information, and confirmed the walker was in its lowest position per the instructions. Mr. [redacted] accepted the offer of a replacement walker of a different design. Prior to placing the order, Mr. [redacted] asked for the seating height for this walker, which is 9 inches from the seat to the floor. Mr. [redacted] accepted the offer and an order was placed. A follow up email was sent to Mr. [redacted] with the order number and expected delivery time frame. I have provided my direct contact information for Mr. [redacted], should he have any issues with the replacement walker. Warm Regards, Marilyn [redacted], CPST Product Specialist Dorel Juvenile [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I just want to add that even though the company has agreed to send a new car seat at no charge that this was NOT made clear to us when both my wife called originally as well as on the phone to me (They said they would make an exception in this case) but usually they charge $50 charge no matter what (as per recorded phone conversation) even in the letter that was sent by email to dispose of the old car seat it clearly states that you have to send back the old one first then they will ship out the new one So yes we are satisfied with the outcome however I want to get the facts straight first Thank you
Regards,
[redacted]
Attached please find our response.
Dorel Juvenile Product Specialist reviewed the service requests and record for Ms. [redacted] upon receipt of this notification.
Ms. [redacted] first notified Dorel on 08/24/2015, regarding this alleged incident involving a car seat model CC068BPH and manufactured...
on 05/13/2013. Ms. [redacted] advised she purchased the car seat from [redacted] in August 2014. On the day Ms. [redacted] called, a full report was taken, and she was issued an online voucher for $170.00, to use for a new car seat of her choice.
Pre-paid shipping labels were mailed in order to have the car seat returned for quality review by our engineer, since Ms. [redacted] wanted to file a claim for collateral damage to her vehicle seat. Instructions were also mailed to Ms. [redacted] to let her know how to proceed.
The car seat was received and inspected, and a subsequent denial letter was mailed to Ms. [redacted] regarding the damage to her vehicle seat. I have enclosed her service request record, the photos she submitted and the emails that were sent to Dorel.
We sincerely apologize that Ms. [redacted] does not agree with our decision to decline her request for compensation for her damaged vehicle seat. We have issued an online voucher well above the amount she paid for the car seat, so that she could choose a replacement.
This is not something we have heard heard before. No other models produced that same day or after have beem reported as having marks on them. Ms. [redacted] used the seat successfully for 1 year prior to this, but did not notice or report the damage prior to August, 2015.
Dorel strives to provide exemplary customer service. The warranty on the car seat is a one year warranty from the date of purchase with a copy of the receipt. Our warranty states that the proof of purchase is required and shipping charges are the responsibility of the consumer. This was waived for Ms. [redacted].
We stand behind our decision to decline this request fo compensation.
The service request and all documents are attached for your review. Warm regards, [redacted] CPST
Upon receipt of this notice, on 02/17/2016 the Product Technician called the telephone number provide on the report, but reached a voicemail box. A message was left asking the consumer to please contact us regarding the situation with the stroller.
The Product Technician checked our database and we...
have no records that Mr. or Mrs. [redacted] have ever contacted us to ask for any type of resolution.
On 02/18/2016 the Product Technician called again, and spoke to Mrs. [redacted] who stated she was unable to discuss the issue at this time as she was driving. The Product Technician provided Mrs. [redacted] with our contact number for a call back.
On 02/22/2016 a third attempt was made to contact Mrs. [redacted]. This time the Product Technician received a message stating that the mailbox was full and a message was not able to be left but had an options to enter a SMS, the Product Technician entered the phone number for a call back.
On 02/22/2016 per our policy, a letter was mailed to Mrs. [redacted] asking to please contact us regarding this matter. Once Mrs. [redacted] contacts us, we will do our best to resolve her concerns.
I have attached a copy of the letter to Mrs. [redacted].
Sincerely, Anita [redacted]
Attached please find our response in the body of the entire document.
Dorel Juvenile Product Specialist reviewed the service requests and record for Ms. [redacted] upon receipt of this notification. We did, in fact, find two emails from Ms. [redacted], that had not yet been responded to.We immediately reached out to her, and apologized for the delay. (the first email was sent on...
the Memorial Day holiday, which led to a lag in our response time.)We were able to arrange to expedite a refund as she requested for her car seats. Ms. [redacted] followed our instructions, with sending the items we needed including her receipt and the signed letter agreeing to dispose of the seats for warranty purposes.Dorel strives to provide exemplary customer service. The warranty on the car seat is a two year warranty from the date of purchase with a copy of the receipt. Ms. [redacted] corresponded with us via email, and is pleased this situation was resolved.Warm Regards,Marilyn B[redacted], CPSTProduct SpecialistDorel Juvenile m[redacted]@digusa.com