Theradome

Complaint: [redacted] I am rejecting this response because: ? Over the years I have ordered innumerable products through eBay and this is the first time a manufacturer refused to honor their product warrantyAs a retired CEO the marketing strategy of this company appears to me to be shortsighted and counterproductive if they are trying to protect a primary market consisting of hair salons, hair growth centers, and the like, by excluding a massive secondary market like eBayEbay customers are not salon customers, they are [redacted] and [redacted] customersSalon customers are willing to pay more for salon services and salon products because the salon is a trusted source and they can afford itIf this company is interested in growth how can it afford to exclude a massive secondary market like eBay, consisting of customers who cannot afford to pay salon rates and who, if they cannot purchase a product at an affordable price, will not purchase it at all, depriving the manufacturer of revenueIt is also likely that if eBay customers were offered the standard warranty some would want to purchase the extended warranty at $195, another source of revenue the manufacturer is presently losingI myself am interested in purchasing the extended warrantyThen of course there is the intangible loss of public esteem, as my attitude towards Theradome and its management is at the moment not particularly favorableHowever, if the company insists on biting off their nose to protect their face.? Finally, their telephone representative [redacted] registered the product by phone, assured me it was registered, and advised me the one-year warranty would begin that day.? ? ? Sincerely, [redacted]

Hello Mr [redacted] Thank you for contacting us.? You contacted us back in March of to report the issue with your helmet.? Management approved your RMA and made an exception for you since you were not within your year warranty and we emailed you a shipping label back in March.? We will go ahead and email you another shipping label today so you can send in your helmet in for inspection and repairPlease note that this is a one time exception Thank you Theradome Customer Care

Initial Business Response / [redacted] (1000, 7, 2015/02/18) */ Dear ***, Further to my voicemail that I left for you earlier today regarding Case #XXXXXXXX I have spoken with the customer and the matter has been resolved Please let me know if you have any questions All The Best, [redacted] *** [redacted] Product Manager Theradome Inc Phone: XXX-XXX-XXXX

Complaint: [redacted] I am rejecting this response because: ? First of all, their representative [redacted] did in fact register the product for me by telephone, he confirmed it had been registered, he stated that the warranty would be in effect as of that day, and also advised I qualified for the extended warranty at a cost of $195.? In view of this fact alone the company should honor the agreement made with me by their representative Secondly, the company knows full well that both used and new products are sold all the time on eBay and those that are new are listed as new under very strict control by eBay.? The Theradome I purchased came in its original packaging, every component in the package was sealed in its original plastic bags, it was in fact a brand new item Thirdly, as to the age of the product, I'm quite sure many authorized sellers of this product do not necessarily ship products on a first in, first out basis, and undoubtedly some of the units may remain at the back of the inventory for a long time before rotating out.? It is still a new product if it is in the original packaging and the contents are in their original packing Fourth, we have purchased over the years many new products from eBay vendors and in every case, except Theradome, the manufacturers have been pleased to register the products and honor the warranty.? This is a health product, and if the company is sincerely interested in helping people they will realize that not everyone can afford to pay the premium price and may not be able to get the health benefit of the product unless it is at an affordable price Sincerely, [redacted]

Business Response / [redacted] (1000, 15, 2015/01/16) */ Dear Ms [redacted] , I'm sorry you did not have a positive experience with our productThank you for the feedbackWe recommend using the helmet twice a week, and that is how we came up with treatments as the timeline for a reduction in shedding Low level laser therapy and the Theradome LHPRO specifically, aims to accelerate the growth phase of hairIn order for thicker and healthier hair to grow in, thinner and weaker hairs must move onThe timetable for results varies, but we have many customers satisfied with their results after one year of useI'm sorry you are not among them, Ms [redacted] We have refunded your purchase price of the helmetWe will use this to improve our customer service and do sincerely apologize again for this outcome All the best to you, The Theradome Team