Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Business Response to Case # [redacted] On September 13th, 2015, the claimant (or a person with the identical first and last names) posted the first of two negative reviews of our product on Amazon.comIt was posted as an "unverified purchase", meaning the item was not purchased through Amazon On September 14th, the claimant (or a person with the identical first and last names) called our company at 1:58pm Central timeOur customer service representative answered the call and, based on the information the caller was giving, provided the best explanation for the issues describedThe caller was cordial, and did not allude to the comment on Amazon.comShe and our customer service representative ended the call with what we believed was a mutual understanding regarding possible causes of her concerns with the product Based on the description she gave over the phone, our customer service representative did not recommend sending the diffuser in for evaluation at that time, as it seemed to be operating normallyNo blame was placed on the claimant for the operation of her diffuserThe claimant and our customer service representative both acknowledged that the product was under warrantyDuring that phone call she made no complaints regarding the warranty of the product, or an unwillingness to follow our warranty procedureShe was not told that her diffuser would not be repaired under warranty The following day, September 15th, our company responded to the first negative review on Amazon.com by posting this comment: "We can help! We work hard to keep our customers diffusing, and at the same time, to keep their diffusers out of landfillsPlease call company name to troubleshootWe provide personal, affordable service even after the warranty period, and will have you happily diffusing again soon!" On September 18th, the person of this same name posted another negative "unverified purchase" review on another of our products on Amazon.comWe realize now that this was the same day that the claimant filed her complaint with the Revdex.com Our company responded to that second negative Amazon.com review on September 22ndBy this time, we realized that the commenter was the same person complaining about both of our productsOur comment to her Amazon.com review was: "We apologize for the experience you had with our Customer Service representativeWe try hard to provide troubleshooting information that is helpfulYour diffuser is still under full warrantyPlease call us back at telephone number so that we can arrange to get it in for an evaluation with our service expertsWe are always adding features and upgrades to continue to improve product nameFor example, as explained in your User Handbook, on the newer production models the fan is designed to continue to run for a few seconds to clear remaining mist to protect the electronics(This was to address her concern about the fan continuing to run)." On this same day, we added a second comment to her first Amazon.com review: "We can help! We work hard to keep our customers diffusing, and at the same time, to keep their diffusers out of landfillsPlease call company name and phone number to troubleshootWe provide personal, affordable service even after the warranty period, and will have you happily diffusing again soon!" The claimant has made no other attempts to contact us to share her dissatisfaction or ask for helpWe were contacted by the Revdex.com on September 25th, Our warranty policy is clearly stated in the User Handbook included with every diffuser, on our company website, and on the Amazon.com listingThe claimant could have, at any time, contacted us again with her concerns, or, as we clearly state in our warranty information, sent her diffuser in for evaluation Our customer service representatives are experts in the use and maintenance of these productsMany issues can be resolved in a telephone conversation or through emailIf we are not able to help through troubleshooting, and a diffuser needs evaluation, we ask that customers send the product to usAny warranty service required is provided at no cost to our customer, followed by testing for hours, then promptly shipped back to our customer at our expense The claimant is apparently unwilling to follow our warranty procedure and send in (or drop off, as she is local) her diffuser for evaluationInstead she has filed a complaint about a long-standing, clearly stated company policy appreciated by the vast majority of our customersHad the claimant contacted us directly and more clearly explained her situation, or openly expressed a deeper concern about our warranty process, we would have worked with her to resolve the issueWe are still willing to assist her as best we can, and regret the misunderstanding that has come from unclear communication In summary, we would be happy to evaluate and repair the claimant's product, if she contacts usWhat she is stating as her desired resolution is unreasonableShe wants us to refund the entire amount she paid when she did not initially purchase the product from usNor did she buy it from Amazon, who can therefore not issue her a refundShe can only have purchased from one of our resellers, so for us to refund the money that she never paid to us makes no senseParticularly when we are happy to repair her product if it needs service We sincerely regret that the claimant did not feel that we met her needs as our customer, and that a misunderstanding of the issues with her product resulted in her filing a complaint against our companyWe hope she gives us the chance to work directly with her to resolve her issue with our productAnd we hope you see fit to remove any negative complaint from our company's history, as we work very hard to provide excellent customer service Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Business Response to Case # [redacted] On September 13th, 2015, the claimant (or a person with the identical first and last names) posted the first of two negative reviews of our product on Amazon.comIt was posted as an "unverified purchase", meaning the item was not purchased through Amazon On September 14th, the claimant (or a person with the identical first and last names) called our company at 1:58pm Central timeOur customer service representative answered the call and, based on the information the caller was giving, provided the best explanation for the issues describedThe caller was cordial, and did not allude to the comment on Amazon.comShe and our customer service representative ended the call with what we believed was a mutual understanding regarding possible causes of her concerns with the product Based on the description she gave over the phone, our customer service representative did not recommend sending the diffuser in for evaluation at that time, as it seemed to be operating normallyNo blame was placed on the claimant for the operation of her diffuserThe claimant and our customer service representative both acknowledged that the product was under warrantyDuring that phone call she made no complaints regarding the warranty of the product, or an unwillingness to follow our warranty procedureShe was not told that her diffuser would not be repaired under warranty The following day, September 15th, our company responded to the first negative review on Amazon.com by posting this comment: "We can help! We work hard to keep our customers diffusing, and at the same time, to keep their diffusers out of landfillsPlease call company name to troubleshootWe provide personal, affordable service even after the warranty period, and will have you happily diffusing again soon!" On September 18th, the person of this same name posted another negative "unverified purchase" review on another of our products on Amazon.comWe realize now that this was the same day that the claimant filed her complaint with the Revdex.com Our company responded to that second negative Amazon.com review on September 22ndBy this time, we realized that the commenter was the same person complaining about both of our productsOur comment to her Amazon.com review was: "We apologize for the experience you had with our Customer Service representativeWe try hard to provide troubleshooting information that is helpfulYour diffuser is still under full warrantyPlease call us back at telephone number so that we can arrange to get it in for an evaluation with our service expertsWe are always adding features and upgrades to continue to improve product nameFor example, as explained in your User Handbook, on the newer production models the fan is designed to continue to run for a few seconds to clear remaining mist to protect the electronics(This was to address her concern about the fan continuing to run)." On this same day, we added a second comment to her first Amazon.com review: "We can help! We work hard to keep our customers diffusing, and at the same time, to keep their diffusers out of landfillsPlease call company name and phone number to troubleshootWe provide personal, affordable service even after the warranty period, and will have you happily diffusing again soon!" The claimant has made no other attempts to contact us to share her dissatisfaction or ask for helpWe were contacted by the Revdex.com on September 25th, Our warranty policy is clearly stated in the User Handbook included with every diffuser, on our company website, and on the Amazon.com listingThe claimant could have, at any time, contacted us again with her concerns, or, as we clearly state in our warranty information, sent her diffuser in for evaluation Our customer service representatives are experts in the use and maintenance of these productsMany issues can be resolved in a telephone conversation or through emailIf we are not able to help through troubleshooting, and a diffuser needs evaluation, we ask that customers send the product to usAny warranty service required is provided at no cost to our customer, followed by testing for hours, then promptly shipped back to our customer at our expense The claimant is apparently unwilling to follow our warranty procedure and send in (or drop off, as she is local) her diffuser for evaluationInstead she has filed a complaint about a long-standing, clearly stated company policy appreciated by the vast majority of our customersHad the claimant contacted us directly and more clearly explained her situation, or openly expressed a deeper concern about our warranty process, we would have worked with her to resolve the issueWe are still willing to assist her as best we can, and regret the misunderstanding that has come from unclear communication In summary, we would be happy to evaluate and repair the claimant's product, if she contacts usWhat she is stating as her desired resolution is unreasonableShe wants us to refund the entire amount she paid when she did not initially purchase the product from usNor did she buy it from Amazon, who can therefore not issue her a refundShe can only have purchased from one of our resellers, so for us to refund the money that she never paid to us makes no senseParticularly when we are happy to repair her product if it needs service We sincerely regret that the claimant did not feel that we met her needs as our customer, and that a misunderstanding of the issues with her product resulted in her filing a complaint against our companyWe hope she gives us the chance to work directly with her to resolve her issue with our productAnd we hope you see fit to remove any negative complaint from our company's history, as we work very hard to provide excellent customer service Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)