Revdex.com Serving Central Indiana www.Revdex.com.org/indy ID # [redacted] [redacted] [redacted] Dear Ms. [redacted], 03/30/2017 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 this response. Mrs. [redacted]'s report stated she owned to humidifier for over a year, so the warranty period had expired. Dorel 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 defect. Mrs. [redacted] submitted photos of the damage to her cubby, along with estimates for replacement. This is one step of our process. The next step is to have the product at issue returned for quality review, to inspect for manufacturing defects. Mrs. [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 out. These humidifiers are individually inspected for leakage at the time they are manufactured for quality. The 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 source. After reviewing the documents submitted by Mrs. [redacted] and the review of the humidifier, Dorel declines this demand for compensation. Dorel ordered Mrs. [redacted] a replcement humidifier at no charge . Dorel stands by our decision. We regret that Mrs. [redacted] does not agree with our decision.Thank YouMarilyn B[redacted]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 issue. Plastic should not crack that quickly. I will never purchase your products again because of their design flaw and cheap design. Very disappointed at how the claim was handled.
Regards,
[redacted]
Dorel Juvenile Product Specialist reviewed the service requests and record for Mr. and Mrs. [redacted] upon receipt of this notification. Mrs. [redacted] first contacted Dorel on 8/23/2016, stating the strap on her car seat was damaged. She was advised that we could replace the seat with a proof of...
destruction exchange. This type of exchange is used in order to waive the return shipping for the consumer, to have the entire car seat returned for exchange. The process was explained to her, that she would be emailed a letter to sign and options for her choice of replacement car seats. Mrs. [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 security. Once the exchange was completed, the 50.00 security would be refunded. Mrs. [redacted] indicated she understood and agreed. On 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 misunderstanding. She explained that his seat would be replaced even though it is outside the warranty period. Mr. [redacted] indicated he understood the process and agreed that was fair. He was advised to look at the email options that were sent to him in order to choose his replacement car seat. On 08/31/2016, Mr. [redacted] contacted our Consumer Care team to advise which replacement car seat he wanted, and the order was placed. He should receive his replacement within 7-10 business days. Mr. [redacted] indicated he was satisfied with this resolution. I have attached the Service Record, as well as the Social Media correspondence for your review. Warm Regards, Marilyn B[redacted], CPST Product Specialist Dorel Juvenile mb[redacted]@djgusa.com
Dorel Juvenile Product Specialist reviewed the service requests and record for Mr. [redacted] upon receipt of this notification. Mr. [redacted] contacted Dorel via email on March 20th, 2017 to say he needed to replace the buckles on his Alpha Omega Elite car seat because they had gotten lost. Mr. [redacted]...
did not specify which buckles he needed to replace, and didn't provide the date of manufacture. Our 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 part. Our representative responded with the price quote, including shipping and handling and instructions for how to order the part, either by telephone or mail. On March 30th Mr. [redacted] emailed to tell us that he had tried to call, but was hung up on after waiting on hold for 15 minutes. (We have no record of this call.) He asked if he could order via email. Our 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 charge. I 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 correspondence. We 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 seat. We are very near to being able to offer this convenience for our consumers. In 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[redacted], 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.
Date Sent: 3/31/2017 2:33:36 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 issue. Plastic should not crack that quickly. I will never purchase your products again because of their design flaw and cheap design. Very disappointed at how the claim was handled. Regards,[redacted]
Regards,
[redacted]
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, 2016 4:08:23 PMFrom: Christine E[redacted] Sent: Wednesday, December 28, 2016 2:27 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 1/3/17. I will respond to your message upon my return. Happy Holidays and Happy New Year!
Revdex.com Serving Central Indiana www.Revdex.com.org/indy ID # [redacted] [redacted] [redacted] Dear Ms. [redacted], 03/30/2017 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 this response. Mrs. [redacted]'s report stated she owned to humidifier for over a year, so the warranty period had expired. Dorel 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 defect. Mrs. [redacted] submitted photos of the damage to her cubby, along with estimates for replacement. This is one step of our process. The next step is to have the product at issue returned for quality review, to inspect for manufacturing defects. Mrs. [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 out. These humidifiers are individually inspected for leakage at the time they are manufactured for quality. The 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 source. After reviewing the documents submitted by Mrs. [redacted] and the review of the humidifier, Dorel declines this demand for compensation. Dorel ordered Mrs. [redacted] a replcement humidifier at no charge . Dorel stands by our decision. We regret that Mrs. [redacted] does not agree with our decision.Thank YouMarilyn B[redacted]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 issue. Plastic should not crack that quickly. I will never purchase your products again because of their design flaw and cheap design. Very disappointed at how the claim was handled.
Regards,
[redacted]
Dorel Juvenile Product Specialist reviewed the service requests and record for Mr. and Mrs. [redacted] upon receipt of this notification. Mrs. [redacted] first contacted Dorel on 8/23/2016, stating the strap on her car seat was damaged. She was advised that we could replace the seat with a proof of...
destruction exchange. This type of exchange is used in order to waive the return shipping for the consumer, to have the entire car seat returned for exchange. The process was explained to her, that she would be emailed a letter to sign and options for her choice of replacement car seats. Mrs. [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 security. Once the exchange was completed, the 50.00 security would be refunded. Mrs. [redacted] indicated she understood and agreed. On 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 misunderstanding. She explained that his seat would be replaced even though it is outside the warranty period. Mr. [redacted] indicated he understood the process and agreed that was fair. He was advised to look at the email options that were sent to him in order to choose his replacement car seat. On 08/31/2016, Mr. [redacted] contacted our Consumer Care team to advise which replacement car seat he wanted, and the order was placed. He should receive his replacement within 7-10 business days. Mr. [redacted] indicated he was satisfied with this resolution. I have attached the Service Record, as well as the Social Media correspondence for your review. Warm Regards, Marilyn B[redacted], CPST Product Specialist Dorel Juvenile mb[redacted]@djgusa.com
Dorel Juvenile Product Specialist reviewed the service requests and record for Mr. [redacted] upon receipt of this notification. Mr. [redacted] contacted Dorel via email on March 20th, 2017 to say he needed to replace the buckles on his Alpha Omega Elite car seat because they had gotten lost. Mr. [redacted]...
did not specify which buckles he needed to replace, and didn't provide the date of manufacture. Our 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 part. Our representative responded with the price quote, including shipping and handling and instructions for how to order the part, either by telephone or mail. On March 30th Mr. [redacted] emailed to tell us that he had tried to call, but was hung up on after waiting on hold for 15 minutes. (We have no record of this call.) He asked if he could order via email. Our 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 charge. I 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 correspondence. We 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 seat. We are very near to being able to offer this convenience for our consumers. In 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[redacted], 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.
Date Sent: 3/31/2017 2:33:36 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 issue. Plastic should not crack that quickly. I will never purchase your products again because of their design flaw and cheap design. Very disappointed at how the claim was handled. Regards,[redacted]
Regards,
[redacted]
Please find our response attached.
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, 2016 4:08:23 PMFrom: Christine E[redacted] Sent: Wednesday, December 28, 2016 2:27 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 1/3/17. I will respond to your message upon my return. Happy Holidays and Happy New Year!