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Initial Business Response /* (1000, 5, 2016/01/26) */
method regrets the unusually long time this consumer had to wait for us to respond to her inquiry about method smarty dish plus dishwasher pods (please note this complaint refers to laundry detergent pods, but the product is dishwasher pods - we...

do not make laundry detergent pods). Our offices shut down for 2 weeks over the holidays and the first inquiry we received from this consumer was on 1/4/16, the day we returned from break and began responding to inquiries in order of receipt from the previous two weeks. We did have an auto-respond message letting consumers who emailed know our small team was working through a large volume of emails and they would experience a longer wait time for a response.
Further extending her wait time, our ticketing system for tracking and responding to
consumer inquiries was configured to update a case with each new email and move it further ahead in the queue. When this consumer reached out again on 1/13/16 and 1/20/16, unfortunately, it moved her emails up in our system to those dates, so we did not see it as an older inquiry that needed immediate attention. We've since changed that configuration so the system is ordered by date created and not the date it was last updated with additional contact.
The consumer made us aware of her issue on Facebook on 1/20/16 and within an hour of being notified by our social media team that this consumer was having an issue, the consumer response team had located her in our system and responded to her inquiry. We offered troubleshooting to try and fix the issue she was experiencing and sent several free product vouchers to the address she provided to compensate for the undissolved dish pods and the frustration she had experienced.
As of today, 1/26/16, we have not received a response from the consumer. Please find our reply to her below:
JAN 20TH, 2016 AT 1:51PM
( 6 DAYS AGO )
To: [redacted]
From: "Support"
Reply-to: [email protected]
Hi [redacted] -
Thanks for writing us + for your patience waiting for a response while we catch up from our holiday break. We understand your frustration and our small support team is doing our best to respond to inquiries as soon as possible.
We're sorry for your experience with our smarty dish plus pods. Usually, issues with the pods dissolving is due to either the temperature of the dishwasher water not being hot enough (minimum of 130 °F) or the dispenser not popping open soon enough. If you feel like your dishwasher is definitely getting hot enough, you may get better results by tossing the smarty dish plus pod in the bottom of your dishwasher instead of using the dispenser.
We're happy to send you a few free product vouchers to make up for the undissolved pods + the long wait for a response. We'll drop them in the mail today.
Thanks again for your patience and please let us know if you continue to have issues with the smarty dish plus pods or if we can help with anything else.
[redacted]
As we conveyed in our response, we are more than happy to work with the consumer to resolve the issue and apologize for the unusually long time it took us to address her issue.