Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted]
& [redacted]’s complaint regarding the warranty of their reconditioned
machine. Mrs. [redacted] has contacted our
customer service representatives on several occasions since receiving her
Vitamix in March...
2013.
The first call came on March 3, 2014 when Mrs. [redacted]
reported her blender container was leaking. The customer service representative
that Mrs. [redacted] spoke with shipped a new container with expedited shipping.
The next interactions we had with Mrs. [redacted] came in
August 2014. On August 1, 2014 Mrs. [redacted] called and reported a burning
smell and a surging motor. The customer was offered and accepted a repair of
the unit. The customer called back later in the day and advised that she wanted
to speak with a supervisor regarding her options for the repair process. Mrs.
[redacted] expressed that she had a child with a medical need and stated that she
could not be without the machine. The supervisor explained that Vitamix has a
loaner process which would provide a certified reconditioned machine at normal
costs for the customer to use while her owned machine was being serviced. Mrs.
[redacted] expressed that she could not provide payment for a loaner machine. At
that time, an exception was granted to send out a loaner unit to the customer without
charging her. This was offered by collecting Mrs. [redacted]’s credit card information
to retain in the event that the loaner machine was never returned. It was
explained to Mrs. [redacted] that if the loaner machine was not returned, her
credit card would be charged.
Mrs. [redacted] contacted the supervisor that had been
assisting her with the loaner machine several times in August 2014. On those
dates, Mrs. [redacted] shared various concerns. On August 4, 2014 and August 8,
2014 she stated that she could not print the UPS and Fed Ex labels that were
provided to return her machine for repair. On August 8, 2014 the supervisor
mailed Mrs. [redacted] a return label through USPS. On August 5, 2014 Mrs.
[redacted] called and expressed that she was concerned that the loaner machine
was not delivered on a Saturday. The supervisor explained that the order was
placed on a Friday after the shipping department had left for the day and that
her order was delivered has quickly as possible.
On August 13, 2014 Mrs. [redacted] called a representative and
emailed the supervisor to state that she was not going to return the loaner
unit because she claimed a hold was placed on her credit card. Mrs. [redacted]
was assured that there was no way a hold was placed on her card as her loaner
unit was shipped to her at no charge. Customer never contacted Vitamix
regarding that concern again.
Mrs. [redacted]’s machine was received in the repair
department on August 18, 2014. There were no motor issues found with the unit
and the speed increased appropriately. The container was found to have bad
bearings. The container was replaced.
On August 31, 2014 Mrs. [redacted] emailed to state that she
had returned the loaner machine and she reported that her repaired machine had
been returned but was still not working. On September 2, 2014 Mrs. [redacted] was
contacted by a representative in regards to her email. Mrs. [redacted] was
offered a second repair and was provided a second loaner unit, again at no
charge and shipped via next day delivery.
On September 16, 2014 the machine was received in the repair
department. Again no issues were found, but due to the nature of the customer’s
complaint, the repair team replaced the variable speed board and high low
switch. The machine was once again shipped back to the customer via next day
delivery.
Mrs. [redacted] called Vitamix several times on September 23,
2014. The first time the representative was unable to determine why the
customer was calling and due to how she was speaking to the representative she
was referred to a supervisor. The customer ended the call before the supervisor
answered. Mrs. [redacted] called a second time and the representative was unable
to determine what the customer wanted. At the end of the call the
representative set up a return for the loaner machine. Mrs. [redacted] called a
third time on September 23, 2014 to report that her Vitamix pops when she turns
it on. During this call, the representative conducted several troubleshooting
steps but what the customer had described could not be duplicated. The
representative cancelled the return of the loaner machine and set up a third
repair with quality inspection. According to our system tracking, this repair
was never completed as the unit was not returned.
The customer called on February 19, 2015 and was escalated
to a supervisor. During that call the customer history was reviewed with the
customer. The customer stated that she had sent the repair unit in but never
got it back so she thought the decision had been made to allow her to keep the
loaner. The customer went on to state that she was currently experiencing a
problem with the loaner unit. The initial description of the customer’s problem
was that the unit was broken. The supervisor was discussing exchanging the
loaner machine for a new machine when it became clear that the problem the
customer had was not with the motor, but was with the container. At that time,
the customer was sent two containers for the Vitamix. Mrs. [redacted] was advised
that this was being done to allow her to alternate containers daily to prolong
the life of the containers because of her need to frequently blend for her
child.
On September 18, 2015
Mrs. [redacted] called to inform Vitamix that her blender sparked, caught on
fire, and burned her hand. At that time, our customer service representative
initiated an order to return and replace the Vitamix and advised Mrs. [redacted]
that a claim’s specialist would follow up with her within 48 business hours.
On Monday September 21, 2015 a manager contacted Mrs.
[redacted]. The manager informed Mrs. [redacted] that due to the nature of her
claim, we would need to gather some additional information and would need to
handle the return of her machine in a specific manner. Mrs. [redacted] was asked
several questions to assist in the claims process and was advised of the
procedure for returning her Vitamix. At that time, Mrs. [redacted] advised that
she could not be without her Vitamix because she uses it for a child that has
medical needs. When Mrs. [redacted] made that known, our manager provided
information about our loaner program which would allow Mrs. [redacted] to
purchase a machine to use while hers was being assessed. That machine would
then be returned to Vitamix and Mrs. [redacted] would be refunded. Once the
loaner program was discussed, Mrs. [redacted] stated she did not wish to speak
with the manager any longer and she provided the contact information for her
husband, Mr. [redacted].
On Wednesday September 23, 2015 the manager contacted Mr.
[redacted]. The manager explained she was reaching out to him at the request of
his wife. The manager explained the claims process and advised Mr. [redacted]
that since speaking with his wife some additional research was completed and we
were willing to offer a loaner at no-charge as long as we had a profiled credit
card should the machine not be returned within 30 days. Mr. [redacted] was
advised that this exception was being made based on records showing that they
had received no-charge loaners on August 4, 2014 and September 2, 2014. Mr.
[redacted] advised he was not satisfied by this offer and stated he would need to
talk it over with his wife. He was advised to contact the manager directly once
a decision was made on returning the machine for incident processing.
At this
time, we are still waiting for Mr. or Mrs. [redacted] to call and complete the
incident process.
Submitted
by:
[redacted]
CFO
and Treasurer
[redacted]
[redacted]
Vita-Mix Corporation (“Vitamix”) is
responding to [redacted]’s complaint regarding the shipping status of order
number [redacted]. [redacted]’s original order was placed as a web order on November
27, 2015 with standard delivery, which is quoted as being within 8-14...
business
days. The order number was [redacted]. On
December 7, 2015 [redacted] requested that order [redacted] be cancelled as he
placed a new order using a coupon code and expedited shipping on December 5,
2015. Vitamix quotes expedited shipping as being delivered within 3-5 business
days.The order was entered as a priority
order that was scheduled to ship on December 7, 2015 however due to high demand
there was no available inventory to fulfill the order. This order was built and
shipped with Fed Ex on December 12, 2015. The tracking number is [redacted].
It may take up to 48-business hours for the tracking number to be active and
viewable. A supervisor from Vitamix has reached out to [redacted] and advised him
of the delay and his Vitamix warranty has been extended due to the
inconvenience.We anticipate these actions will serve to resolve the
matter.Submitted by:[redacted]CFO and Treasurer440-782-2401[redacted]
January 13, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted]...
[redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]s complaint regarding the status of her refund for a Vitamix that was returned by her. Ms. [redacted] contacted Vitamix on December 16, 2015 to advise that she wished to return her Vitamix for a refund. UPS shipping labels were provided for Ms. [redacted] and her machine was shipped and delivered to Vitamix on December 21, 2015. Due to an IT issue the refund was not able to be automatically processed. The problem was resolved after physical inventory was completed on January 8, 2016. Ms. [redacted]s refund of $96.88 was processed on January 12, 2016 and will be reflected on her bank statement in 3-5 business days. The refund amount reflects the two monthly payments that had been collected for the purchase of the Vitamix. As a measure of good faith, a supervisor has reached out to Ms. [redacted] to offer a 3-year extended warranty on the machine she purchased from [redacted]. To accept this offer, Ms. [redacted] just needs to provide the serial number of the unit she received from [redacted]. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] And [redacted]
There are many inconsistencies in vitamix's response, we did return our machine for repair but the machine never came back, the top of the machine broke off and no longer would allow the container to connect, that machine never was sent back to us. We have only received one loaner machine not 2 on separate occasions, from the first time we were offered a loaner and it was sent, we still have that original loaner machine, which through sparks and yes burnt my fingers when it happened, when the sparks shot out of the machine I smelled an electronic burned smell.We weren't not offered a repair with a loaner, we were told twice they were going to send out a brand new machine and even set up the process to do so, then they decided not to send the new machine out, when they spoke to my husband they told him we would need to purchase a machine and when the repair was done they would refund the purchase. They told me they would decide what to do after I purchased another machine and they received the other machine for repair they would then decide if we get a refund for a purchased loaner. I told them we couldn't afford to do that, she said sorry that's all we can do. Many time during different occasions I was told "you have a donated machine!" Vitamix did not donate our machine. They are clearly very discriminatory if you do have your machine donated, the machine should still hold up to their 7yr warranty. And once I was even told after I said my son needs this for him to eat "oh well don't know what to tell you"Vitamix's has been very difficult to deal with and after reading other complaints to the Revdex.com and on their Facebook page we are not alone.In our experience if your machine stops working once then they will work with you but a second or third time you're out of luck.We have had nothing but issues with the vitamix's we have.When you explain to the rep your machine threw sparks and burnt your finger and they want you to plug it in and turn it on there's a problem.That would be stupid to do. Vitamix has never had any intentions of replacing or repairing our machine and I do not foresee they will make this situation right.I have called blendtech and the customer service outweighs vitamix's customer service.We will be saving up for a [redacted]. At this time we still have the broken loaner machine in our home, we do not know what to do with it.We had a local friend loan us her 8 yr old [redacted] to blend our sons meals temporarily and this machine far exceeds vitamix, she's had it repaired twice in the time she's had it without any questions.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I understand it to mean: I return the blender and receive a full refund. I consider the matter resolved upon completion of this transaction.Note: If this company does not currently have a data driven methodology in place, they may do well to consider it. Proper utilization of the Six-Sigma process and following the DMAIC roadmap is powerful. This is the true resolution.
Regards,
[redacted]
Vita-Mix Corporation
8615 Usher Road
Olmsted Township, OH 44138
Response to Consumer Complaint No. [redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]’s complaint regarding an outstanding balance from her November 27, 2014 purchase. Ms. [redacted] purchased a...
Vitamix utilizing our 5-payment plan method. Ms. [redacted]’s payments were scheduled to be made on 12/4/2014, 1/4/2015, 2/4/2015, 3/42015, and 4/4/2015. These payments were to be automatically drafted from the credit card account provided by Ms. [redacted].
The first four payments were collected successfully. An automatic draft was requested for the final payment of $119.10 on April 8, 2015. Our finance record shows that we received an authorization of that payment, however; on April 9, 2015 the payment system submitted a reversal due to a communication error. This resulted in the current open balance.
As was stated in the letter we sent, we acknowledge and apologize for the delayed notification that was provided to Ms. [redacted] regarding this open balance. This delay is attributed to a system conversion that changed the reporting of open invoices and how they are processed in the new system. We have reviewed this process and have implemented a change to improve our timing of these notifications in the future.
The letter we sent also advised Ms. [redacted] that if she believed there to be an error with the balance information we provided to her, she could contact us to discuss the matter. Ms. [redacted] contacted customer service on October 10 & 11, 2016. Ms. [redacted] did not wish to be transferred to our Finance Department for further assistance but she advised that she contacted her credit card company and they were able to provide a confirmation number of her April 9, 2015 payment. That information was submitted by customer service to the finance team and was used to determine that despite the notice of a communication error, the payment was in fact processed. As a result, Ms. [redacted]’s open balance has been closed and we are providing her with a paid in full statement for her records. We have also extended her manufacturer’s warranty as a gesture of good faith and an acknowledgment of the time Ms. [redacted] spent researching this matter.
We anticipate these actions will serve to resolve the matter.
Submitted by:
Loree W. C[redacted], CPA
CFO and Treasurer
440-782-2401
LC[redacted]@vitamix.com
Loree
Loree W. C[redacted], CPA
CFO and Treasurer
Vita-Mix Corporation
8615 Usher Road
Olmsted Township, OH 44138
CONFIDENTIALITY NOTE: This message is intended for use only by the individual or entity to which it is addressed and may contain information that is privileged, confidential, and protected from disclosure under applicable law. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please immediately notify me by telephone and permanently delete the original and any copy of this e-mail and destroy any printout thereof.
Vita-Mix Corporation [redacted]
* Response to Consumer Complaint No. [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted] complaint regarding an outstanding balance from her August 27, 2015 purchase. Ms. D[redacted] purchased a Vitamix...
utilizing our 5-payment plan method. Ms. D[redacted]s’ payments were scheduled to be made on 9/3/2015, 10/2/2015, 11/2/2015, 12/2/2015, and 1/1/2016. These payments were to be automatically drafted from the credit card account provided by Ms. D[redacted]. Ms. [redacted] order was shipped when the first payment was collected. When the second payment was attempted on October 2, 2015 the payment was declined by her bank with a message of Do Not Honor. Once a payment fails, our system does not continue requesting the transfer as we do not want customers to incur additional fees from their financial institutions. The failure of this payment resulted in an open balance of $548.90. An update in our computer systems caused a lengthy delay in our delinquent account notification and as a result we did not send out a notice to Ms. D[redacted] reminding her of this open balance until October 12, 2016. As was stated in the letter we sent, we acknowledged and apologized for the delayed notification. We have since reviewed our notification process and have implemented a change to improve our timing of these notifications in the future. In the letter that was sent, Ms. D[redacted] was asked to contact us by November 2, 2016 to discuss the open balance or to make payment arrangements. When a response was not received, a final 10-day notice was sent on February 15, 2017 asking Ms. D[redacted] to remit payment within 10 days to avoid collection activity. Ms. D[redacted] contacted us on March 17, 2017, 30 days after the final notice expired. At that point, Ms. D[redacted] advised that she would like to pay the open balance, but her account had already been forwarded to the collection agency. We provided the contact information of the collection agency and have let Ms. D[redacted] know that she would need to make arrangements with them at this point. Ms. D[redacted] has advised on several occasions that she did not open the letters that were sent to her in a timely manner. We have advised Ms. D[redacted] that we would assist her further if we could, but because she did not respond to our requests her account was referred to collections. A supervisor, as well as a Senior Finance Associate, have been in communication with Ms. D[redacted] and advised that while we cannot accept her payment directly, she can pay with the collection agency within 64 days to avoid an impact to her credit rating. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. [redacted] CFO and Treasurer 440-[redacted]
August 24, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted]...
[redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is submitting one response to complaint numbers [redacted], and [redacted] because all orders at issue (numbers [redacted], and [redacted]) were placed on the same day with the same address. Vitamix previously identified this address as being a Vitamix dealer based on the volume of orders being shipped there and because an individual at this address informed Vitamix that he was purchasing blenders for resale. Vitamix informed the individual at this address that he could apply to become an authorized Vitamix dealer or corporate account customer. On August 1, 2016, three orders were placed with this address. Due to the fact that Vitamix had previously identified this address as a potential dealer or corporate account that would need to purchase products through our authorized dealer or corporate account programs, Vitamix cancelled these orders because they were not purchased through the proper dealer or corporate account channels. Vitamix did not charge any credit card for these orders, and no blenders were shipped as a result of these orders. Vitamix remains willing to sell the blenders these individuals attempted to purchase on August 1, 2016, as long as they are not for re-sale. We have attempted to contact the customer via telephone and email. If these customers would like to complete these purchases, they should contact Becky P[redacted] at 440-782-2301. Furthermore, these individuals should consider applying to be an authorized dealer or corporate account. They should contact Vitamix’s dealer department or corporate account department for more information. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I did receive a voicemail from the company advising they would like to resolve the matter with me. I will be reaching out soon.
Regards,
[redacted]
Vita-Mix Corporation
(“Vitamix”) is responding to [redacted]’s review and Revdex.com complaint dated
December 3, 2015. Mrs. [redacted] contacted Vitamix
via email in June when we were experiencing higher than normal email volume as
a result of a system upgrade. Her most recent email dated December...
1, 2015 was
answered within 48-business hours. We have assured Mrs. [redacted] that we are
happy to honor her warranty and have created a service order on her behalf in
order to send in her Vitamix machine free of charge. We anticipate these actions
will resolve the matter.Submitted by:[redacted]CFO and Treasurer440-782-2401[redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]’s complaint regarding the duplicate credit card charge of $353.68 on the
purchase of his Vitamix machine that took place at the Gold County Fair in
Auburn, California. Mr. [redacted] contacted
our customer service...
representative on September 12, 2015 to inform us of the
duplicate charge. Our research confirmed
that Vitamix erroneously double charged Mr. [redacted]’s credit card for the purchase. On September 12, 2015 when this error was
discovered, we immediately processed a refund to take care of the matter. It typically takes 2 to 3 business days
before the account holder sees the credit on their account.
A customer service
representative reached out to Mr. [redacted] on September 14, 2015 to let him know
that the double charge was corrected. Mr.
[redacted] seemed to be satisfied with that resolution to the matter.
Submitted
by:
[redacted]
CFO
and Treasurer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and although my intentions were not to gain anything in addition to my paid order, I cannot complain about receiving one additional year warranty for a product I will be using every day. I am satisfied with this resolution. I hope to see much more improved customer service in any future dealings I will have with the Vitamix Corporation.
Regards,
[redacted]
Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’s complaint regarding a warranty issue. [redacted] bought a Certified Reconditioned Vitamix in January 2016....
With this purchase, [redacted] would have received an owner’s manual, a recipe guide, and a warranty certificate along with a motor base and blending container. [redacted] called Vitamix three times in the first 90 days of ownership. The first call was for general usage directions. The second call was on April 4, 2016. At that time, [redacted] reported a burning smell. [redacted] was not with her Vitamix at the time of that call and was not able to complete hands on troubleshooting that is designed to help our Customer Care Champions offer the best solution to the problem the customer is having. [redacted] called back on April 5, 2016 when she was with her Vitamix. At that time, the specific machine parts were tested and determined to be free of any defect. The machine also had no burning smells or unusual sounds during the troubleshooting. [redacted] did not have any ingredients available to attempt blending a smoothie so she was advised of proper layering and processing techniques that should be used when using the Vitamix. She was encouraged to follow those directions which are outlined in the owner’s manual and recipe guide. Finally, she was advised that if the smell did not dissipate after several heavy blends Vitamix would pay the return shipping to complete a repair under the terms of her warranty. In reviewing this complaint, it would appear that the ingredients that [redacted] was trying to blend require more liquid for processing. Since making this complaint, [redacted] has called and a warranty repair was set up. [redacted] was advised that we would do a complete inspection of her unit and we would replace any parts that have failed. Should the unit not be able to repaired, she would be offered a replacement under the terms of the warranty. We anticipate these actions will serve to resolve the matter. Submitted by: Loree *. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
My concern was addressed by the business. Kindly close it as "customer satisfied". The business rep was very nice and had the item delivered quickly to me.
Thanks,
[redacted]
Regards, [redacted]
Vita-Mix Corporation [redacted]
* Response to Consumer Complaint No. [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted] complaint regarding a warranty issue. Mr. T[redacted] bought a Vitamix 5200 in January 2011. With this purchase, Mr....
T[redacted] would have received an owner’s manual, a recipe guide, and a 7 year warranty certificate along with a motor base and blending container. He purchased the additional dry grains container which included a cookbook. Mr. T[redacted] called Vitamix March 15, 2018 requesting a container replacement under warranty. The warranty information for Mr. T[redacted]’s purchase was stored in a previous data system which required additional research to verify. Since making this complaint, a Vitamix supervisor has called Mr. T[redacted] and informed him that his warranty on his Vitamix machine expired as of January 2018, 7 years after purchase. As a courtesy, Vitamix replaced his dry grains container at no charge and informed Mr. T[redacted] that any future service or replacement containers will be at his own expense. We anticipate these actions will serve to resolve the matter. Submitted by: [redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]’s complaint regarding the performance of her newly acquired
reconditioned machine. Ms. [redacted]
contacted our customer service representative on August 24, 2015 to inform us
that the container was not blending...
the ingredients properly. At that time, we
issued a replacement order to send a replacement container to Ms. [redacted] with
instructions to send the old container back to us.
Unfortunately, however, we discovered that the replacement
order was set up incorrectly and Ms. [redacted] did not receive the replacement
container. Vitamix would like to
exchange Ms. [redacted]’s reconditioned Vitamix machine with a new Vitamix 5200 as
a courtesy to Ms. [redacted] to solve the issue.
A customer service representative reached out to Ms. [redacted] and left a
voicemail message to contact us in order to assist with the exchange
process.
We
anticipate these actions will serve to resolve the matter.
Submitted
by:
[redacted]
CFO
and Treasurer
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
January 16, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted] ...
[redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’s complaint regarding his customer service experience after his recent purchase. Mr. & Mrs. [redacted] contacted Vitamix customer service on December 23, 2015 to report a problem with their 11-year old Vitamix. After completing some routine troubleshooting steps, the Vitamix Customer representative was not able to determine if there was a problem with the unit. The [redacted]’s model was out of warranty and they were presented with a variety of options regarding their machine. Mr. [redacted] opted to purchase a new Vitamix with a Trade-In credit to be given in the future on the older model. Mrs. [redacted] completed the purchase with the Customer Representative and she was advised the new Vitamix would be shipped in 8-14 business days. Mr. [redacted] contacted Vitamix customer service on January 2, 2016 regarding the status of his order. He advised the Customer representative at that time that he was expecting the machine in 5-7 days. The Customer representative was apologetic and advised that the order was not entered in that fashion. The Customer representative also stated that the product would not be shipped until January 8, 2016 because the plant is closed for physical inventory. Mr. [redacted] was transferred to two supervisors and was further advised that the order would not ship until physical inventory was completed on January 8, 2016. After Mr. [redacted]’s calls, the supervisor he spoke with monitored the order and upgraded the shipping method to Next Day Air to ensure the order would be promptly delivered once shipped. The supervisor also emailed the shipping department to request that Mr. [redacted]’s order would be pulled forward once the shipping department resumed normal business on January 11, 2016. Mr. [redacted] was not advised that these requests and changes were made. Mr. [redacted]’s order was delivered to his residence on January 12, 2016. Mr. [redacted] was contacted by a resolution specialist and was able to share his experience. Mr. [redacted] has advised us that he plans to keep the Vitamix he ordered. As a measure of good faith his warranty was extended. Additionally, a no-charge service request was made on his older model Vitamix so that he can gift it to a family member. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Vita-Mix
Corporation (“Vitamix”) is responding to Ms. [redacted]’ complaint
regarding the purchasing experience she had on November 27, 2015. Ms. [redacted] attempted to place an order
on-line for a Certified Reconditioned Standard Programs Vitamix that was being
offered for a sale price...
of $329.00 plus tax. During her checkout process, Ms.
[redacted] states that she attempted to add a promotional code for an additional
25% off. This code would have also offered the customer Free Shipping. During
the timeframe that Ms. [redacted] was placing her order, Vitamix was offering a
Black Friday promotion that included Free Standard Shipping. Adding a code at
checkout was a conflict in the system and resulted in a decline in the order
verification processes because Vitamix coupons and special offers cannot be
combined as is standard coupon practice.Ms. [redacted]
states that she thought she had made an error entering her payment information
so she made multiple attempts including providing an alternate card. She contacted
Vitamix and was advised that the order was more than likely failing as a result
of combining discounts. Ms. [redacted] states that she made one final attempt to
process the order and it failed again. The customer contacted Vitamix a second
time on November 27, 2015 and inquired about the charges on her account. Ms.
[redacted] was advised that any charges she is seeing are pre-authorization holds
that were placed during the verification phase. The customer was told that the
holds would be released in 3-5 business days and that she would need to check
with her bank to verify their hold terms. None of Ms. [redacted]’ cards were charged because none of her orders were
successfully placed. A supervisor reached out to Ms. [redacted] on
December 1, 2015 and December 2, 2015. Two voicemails were left asking the
customer to return the call regarding her experience. It is the intention of
Vitamix to make the exception to honor both the Black Friday promotion and the
25% discount as a good faith gesture and one-time courtesy offer. We will be happy to place a new order
through the Supervisor who has reached out to Ms. [redacted], as our website will
not process a combination of discounts. We anticipate these actions will serve to resolve the
matter.Submitted by:[redacted]CFO and Treasurer440-782-2401[redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted]
& [redacted]’s complaint regarding the warranty of their reconditioned
machine. Mrs. [redacted] has contacted our
customer service representatives on several occasions since receiving her
Vitamix in March...
2013.
The first call came on March 3, 2014 when Mrs. [redacted]
reported her blender container was leaking. The customer service representative
that Mrs. [redacted] spoke with shipped a new container with expedited shipping.
The next interactions we had with Mrs. [redacted] came in
August 2014. On August 1, 2014 Mrs. [redacted] called and reported a burning
smell and a surging motor. The customer was offered and accepted a repair of
the unit. The customer called back later in the day and advised that she wanted
to speak with a supervisor regarding her options for the repair process. Mrs.
[redacted] expressed that she had a child with a medical need and stated that she
could not be without the machine. The supervisor explained that Vitamix has a
loaner process which would provide a certified reconditioned machine at normal
costs for the customer to use while her owned machine was being serviced. Mrs.
[redacted] expressed that she could not provide payment for a loaner machine. At
that time, an exception was granted to send out a loaner unit to the customer without
charging her. This was offered by collecting Mrs. [redacted]’s credit card information
to retain in the event that the loaner machine was never returned. It was
explained to Mrs. [redacted] that if the loaner machine was not returned, her
credit card would be charged.
Mrs. [redacted] contacted the supervisor that had been
assisting her with the loaner machine several times in August 2014. On those
dates, Mrs. [redacted] shared various concerns. On August 4, 2014 and August 8,
2014 she stated that she could not print the UPS and Fed Ex labels that were
provided to return her machine for repair. On August 8, 2014 the supervisor
mailed Mrs. [redacted] a return label through USPS. On August 5, 2014 Mrs.
[redacted] called and expressed that she was concerned that the loaner machine
was not delivered on a Saturday. The supervisor explained that the order was
placed on a Friday after the shipping department had left for the day and that
her order was delivered has quickly as possible.
On August 13, 2014 Mrs. [redacted] called a representative and
emailed the supervisor to state that she was not going to return the loaner
unit because she claimed a hold was placed on her credit card. Mrs. [redacted]
was assured that there was no way a hold was placed on her card as her loaner
unit was shipped to her at no charge. Customer never contacted Vitamix
regarding that concern again.
Mrs. [redacted]’s machine was received in the repair
department on August 18, 2014. There were no motor issues found with the unit
and the speed increased appropriately. The container was found to have bad
bearings. The container was replaced.
On August 31, 2014 Mrs. [redacted] emailed to state that she
had returned the loaner machine and she reported that her repaired machine had
been returned but was still not working. On September 2, 2014 Mrs. [redacted] was
contacted by a representative in regards to her email. Mrs. [redacted] was
offered a second repair and was provided a second loaner unit, again at no
charge and shipped via next day delivery.
On September 16, 2014 the machine was received in the repair
department. Again no issues were found, but due to the nature of the customer’s
complaint, the repair team replaced the variable speed board and high low
switch. The machine was once again shipped back to the customer via next day
delivery.
Mrs. [redacted] called Vitamix several times on September 23,
2014. The first time the representative was unable to determine why the
customer was calling and due to how she was speaking to the representative she
was referred to a supervisor. The customer ended the call before the supervisor
answered. Mrs. [redacted] called a second time and the representative was unable
to determine what the customer wanted. At the end of the call the
representative set up a return for the loaner machine. Mrs. [redacted] called a
third time on September 23, 2014 to report that her Vitamix pops when she turns
it on. During this call, the representative conducted several troubleshooting
steps but what the customer had described could not be duplicated. The
representative cancelled the return of the loaner machine and set up a third
repair with quality inspection. According to our system tracking, this repair
was never completed as the unit was not returned.
The customer called on February 19, 2015 and was escalated
to a supervisor. During that call the customer history was reviewed with the
customer. The customer stated that she had sent the repair unit in but never
got it back so she thought the decision had been made to allow her to keep the
loaner. The customer went on to state that she was currently experiencing a
problem with the loaner unit. The initial description of the customer’s problem
was that the unit was broken. The supervisor was discussing exchanging the
loaner machine for a new machine when it became clear that the problem the
customer had was not with the motor, but was with the container. At that time,
the customer was sent two containers for the Vitamix. Mrs. [redacted] was advised
that this was being done to allow her to alternate containers daily to prolong
the life of the containers because of her need to frequently blend for her
child.
On September 18, 2015
Mrs. [redacted] called to inform Vitamix that her blender sparked, caught on
fire, and burned her hand. At that time, our customer service representative
initiated an order to return and replace the Vitamix and advised Mrs. [redacted]
that a claim’s specialist would follow up with her within 48 business hours.
On Monday September 21, 2015 a manager contacted Mrs.
[redacted]. The manager informed Mrs. [redacted] that due to the nature of her
claim, we would need to gather some additional information and would need to
handle the return of her machine in a specific manner. Mrs. [redacted] was asked
several questions to assist in the claims process and was advised of the
procedure for returning her Vitamix. At that time, Mrs. [redacted] advised that
she could not be without her Vitamix because she uses it for a child that has
medical needs. When Mrs. [redacted] made that known, our manager provided
information about our loaner program which would allow Mrs. [redacted] to
purchase a machine to use while hers was being assessed. That machine would
then be returned to Vitamix and Mrs. [redacted] would be refunded. Once the
loaner program was discussed, Mrs. [redacted] stated she did not wish to speak
with the manager any longer and she provided the contact information for her
husband, Mr. [redacted].
On Wednesday September 23, 2015 the manager contacted Mr.
[redacted]. The manager explained she was reaching out to him at the request of
his wife. The manager explained the claims process and advised Mr. [redacted]
that since speaking with his wife some additional research was completed and we
were willing to offer a loaner at no-charge as long as we had a profiled credit
card should the machine not be returned within 30 days. Mr. [redacted] was
advised that this exception was being made based on records showing that they
had received no-charge loaners on August 4, 2014 and September 2, 2014. Mr.
[redacted] advised he was not satisfied by this offer and stated he would need to
talk it over with his wife. He was advised to contact the manager directly once
a decision was made on returning the machine for incident processing.
At this
time, we are still waiting for Mr. or Mrs. [redacted] to call and complete the
incident process.
Submitted
by:
[redacted]
CFO
and Treasurer
[redacted]
[redacted]
Vita-Mix Corporation (“Vitamix”) is
responding to [redacted]’s complaint regarding the shipping status of order
number [redacted]. [redacted]’s original order was placed as a web order on November
27, 2015 with standard delivery, which is quoted as being within 8-14...
business
days. The order number was [redacted]. On
December 7, 2015 [redacted] requested that order [redacted] be cancelled as he
placed a new order using a coupon code and expedited shipping on December 5,
2015. Vitamix quotes expedited shipping as being delivered within 3-5 business
days.The order was entered as a priority
order that was scheduled to ship on December 7, 2015 however due to high demand
there was no available inventory to fulfill the order. This order was built and
shipped with Fed Ex on December 12, 2015. The tracking number is [redacted].
It may take up to 48-business hours for the tracking number to be active and
viewable. A supervisor from Vitamix has reached out to [redacted] and advised him
of the delay and his Vitamix warranty has been extended due to the
inconvenience.We anticipate these actions will serve to resolve the
matter.Submitted by:[redacted]CFO and Treasurer440-782-2401[redacted]
January 13, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted]...
[redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]s complaint regarding the status of her refund for a Vitamix that was returned by her. Ms. [redacted] contacted Vitamix on December 16, 2015 to advise that she wished to return her Vitamix for a refund. UPS shipping labels were provided for Ms. [redacted] and her machine was shipped and delivered to Vitamix on December 21, 2015. Due to an IT issue the refund was not able to be automatically processed. The problem was resolved after physical inventory was completed on January 8, 2016. Ms. [redacted]s refund of $96.88 was processed on January 12, 2016 and will be reflected on her bank statement in 3-5 business days. The refund amount reflects the two monthly payments that had been collected for the purchase of the Vitamix. As a measure of good faith, a supervisor has reached out to Ms. [redacted] to offer a 3-year extended warranty on the machine she purchased from [redacted]. To accept this offer, Ms. [redacted] just needs to provide the serial number of the unit she received from [redacted]. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] And [redacted]
There are many inconsistencies in vitamix's response, we did return our machine for repair but the machine never came back, the top of the machine broke off and no longer would allow the container to connect, that machine never was sent back to us. We have only received one loaner machine not 2 on separate occasions, from the first time we were offered a loaner and it was sent, we still have that original loaner machine, which through sparks and yes burnt my fingers when it happened, when the sparks shot out of the machine I smelled an electronic burned smell.We weren't not offered a repair with a loaner, we were told twice they were going to send out a brand new machine and even set up the process to do so, then they decided not to send the new machine out, when they spoke to my husband they told him we would need to purchase a machine and when the repair was done they would refund the purchase. They told me they would decide what to do after I purchased another machine and they received the other machine for repair they would then decide if we get a refund for a purchased loaner. I told them we couldn't afford to do that, she said sorry that's all we can do. Many time during different occasions I was told "you have a donated machine!" Vitamix did not donate our machine. They are clearly very discriminatory if you do have your machine donated, the machine should still hold up to their 7yr warranty. And once I was even told after I said my son needs this for him to eat "oh well don't know what to tell you"Vitamix's has been very difficult to deal with and after reading other complaints to the Revdex.com and on their Facebook page we are not alone.In our experience if your machine stops working once then they will work with you but a second or third time you're out of luck.We have had nothing but issues with the vitamix's we have.When you explain to the rep your machine threw sparks and burnt your finger and they want you to plug it in and turn it on there's a problem.That would be stupid to do. Vitamix has never had any intentions of replacing or repairing our machine and I do not foresee they will make this situation right.I have called blendtech and the customer service outweighs vitamix's customer service.We will be saving up for a [redacted]. At this time we still have the broken loaner machine in our home, we do not know what to do with it.We had a local friend loan us her 8 yr old [redacted] to blend our sons meals temporarily and this machine far exceeds vitamix, she's had it repaired twice in the time she's had it without any questions.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I understand it to mean: I return the blender and receive a full refund. I consider the matter resolved upon completion of this transaction.Note: If this company does not currently have a data driven methodology in place, they may do well to consider it. Proper utilization of the Six-Sigma process and following the DMAIC roadmap is powerful. This is the true resolution.
Regards,
[redacted]
Vita-Mix Corporation
8615 Usher Road
Olmsted Township, OH 44138
Response to Consumer Complaint No. [redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]’s complaint regarding an outstanding balance from her November 27, 2014 purchase. Ms. [redacted] purchased a...
Vitamix utilizing our 5-payment plan method. Ms. [redacted]’s payments were scheduled to be made on 12/4/2014, 1/4/2015, 2/4/2015, 3/42015, and 4/4/2015. These payments were to be automatically drafted from the credit card account provided by Ms. [redacted].
The first four payments were collected successfully. An automatic draft was requested for the final payment of $119.10 on April 8, 2015. Our finance record shows that we received an authorization of that payment, however; on April 9, 2015 the payment system submitted a reversal due to a communication error. This resulted in the current open balance.
As was stated in the letter we sent, we acknowledge and apologize for the delayed notification that was provided to Ms. [redacted] regarding this open balance. This delay is attributed to a system conversion that changed the reporting of open invoices and how they are processed in the new system. We have reviewed this process and have implemented a change to improve our timing of these notifications in the future.
The letter we sent also advised Ms. [redacted] that if she believed there to be an error with the balance information we provided to her, she could contact us to discuss the matter. Ms. [redacted] contacted customer service on October 10 & 11, 2016. Ms. [redacted] did not wish to be transferred to our Finance Department for further assistance but she advised that she contacted her credit card company and they were able to provide a confirmation number of her April 9, 2015 payment. That information was submitted by customer service to the finance team and was used to determine that despite the notice of a communication error, the payment was in fact processed. As a result, Ms. [redacted]’s open balance has been closed and we are providing her with a paid in full statement for her records. We have also extended her manufacturer’s warranty as a gesture of good faith and an acknowledgment of the time Ms. [redacted] spent researching this matter.
We anticipate these actions will serve to resolve the matter.
Submitted by:
Loree W. C[redacted], CPA
CFO and Treasurer
440-782-2401
LC[redacted]@vitamix.com
Loree
Loree W. C[redacted], CPA
CFO and Treasurer
Vita-Mix Corporation
8615 Usher Road
Olmsted Township, OH 44138
440-782-2401
440-235-1944 fax
Lc[redacted]@vitamix.com
CONFIDENTIALITY NOTE: This message is intended for use only by the individual or entity to which it is addressed and may contain information that is privileged, confidential, and protected from disclosure under applicable law. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please immediately notify me by telephone and permanently delete the original and any copy of this e-mail and destroy any printout thereof.
Vita-Mix Corporation [redacted]
* Response to Consumer Complaint No. [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted] complaint regarding an outstanding balance from her August 27, 2015 purchase. Ms. D[redacted] purchased a Vitamix...
utilizing our 5-payment plan method. Ms. D[redacted]s’ payments were scheduled to be made on 9/3/2015, 10/2/2015, 11/2/2015, 12/2/2015, and 1/1/2016. These payments were to be automatically drafted from the credit card account provided by Ms. D[redacted]. Ms. [redacted] order was shipped when the first payment was collected. When the second payment was attempted on October 2, 2015 the payment was declined by her bank with a message of Do Not Honor. Once a payment fails, our system does not continue requesting the transfer as we do not want customers to incur additional fees from their financial institutions. The failure of this payment resulted in an open balance of $548.90. An update in our computer systems caused a lengthy delay in our delinquent account notification and as a result we did not send out a notice to Ms. D[redacted] reminding her of this open balance until October 12, 2016. As was stated in the letter we sent, we acknowledged and apologized for the delayed notification. We have since reviewed our notification process and have implemented a change to improve our timing of these notifications in the future. In the letter that was sent, Ms. D[redacted] was asked to contact us by November 2, 2016 to discuss the open balance or to make payment arrangements. When a response was not received, a final 10-day notice was sent on February 15, 2017 asking Ms. D[redacted] to remit payment within 10 days to avoid collection activity. Ms. D[redacted] contacted us on March 17, 2017, 30 days after the final notice expired. At that point, Ms. D[redacted] advised that she would like to pay the open balance, but her account had already been forwarded to the collection agency. We provided the contact information of the collection agency and have let Ms. D[redacted] know that she would need to make arrangements with them at this point. Ms. D[redacted] has advised on several occasions that she did not open the letters that were sent to her in a timely manner. We have advised Ms. D[redacted] that we would assist her further if we could, but because she did not respond to our requests her account was referred to collections. A supervisor, as well as a Senior Finance Associate, have been in communication with Ms. D[redacted] and advised that while we cannot accept her payment directly, she can pay with the collection agency within 64 days to avoid an impact to her credit rating. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. [redacted] CFO and Treasurer 440-[redacted]
August 24, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted]...
[redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is submitting one response to complaint numbers [redacted], and [redacted] because all orders at issue (numbers [redacted], and [redacted]) were placed on the same day with the same address. Vitamix previously identified this address as being a Vitamix dealer based on the volume of orders being shipped there and because an individual at this address informed Vitamix that he was purchasing blenders for resale. Vitamix informed the individual at this address that he could apply to become an authorized Vitamix dealer or corporate account customer. On August 1, 2016, three orders were placed with this address. Due to the fact that Vitamix had previously identified this address as a potential dealer or corporate account that would need to purchase products through our authorized dealer or corporate account programs, Vitamix cancelled these orders because they were not purchased through the proper dealer or corporate account channels. Vitamix did not charge any credit card for these orders, and no blenders were shipped as a result of these orders. Vitamix remains willing to sell the blenders these individuals attempted to purchase on August 1, 2016, as long as they are not for re-sale. We have attempted to contact the customer via telephone and email. If these customers would like to complete these purchases, they should contact Becky P[redacted] at 440-782-2301. Furthermore, these individuals should consider applying to be an authorized dealer or corporate account. They should contact Vitamix’s dealer department or corporate account department for more information. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I did receive a voicemail from the company advising they would like to resolve the matter with me. I will be reaching out soon.
Regards,
[redacted]
Vita-Mix Corporation
(“Vitamix”) is responding to [redacted]’s review and Revdex.com complaint dated
December 3, 2015. Mrs. [redacted] contacted Vitamix
via email in June when we were experiencing higher than normal email volume as
a result of a system upgrade. Her most recent email dated December...
1, 2015 was
answered within 48-business hours. We have assured Mrs. [redacted] that we are
happy to honor her warranty and have created a service order on her behalf in
order to send in her Vitamix machine free of charge. We anticipate these actions
will resolve the matter.Submitted by:[redacted]CFO and Treasurer440-782-2401[redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]’s complaint regarding the duplicate credit card charge of $353.68 on the
purchase of his Vitamix machine that took place at the Gold County Fair in
Auburn, California. Mr. [redacted] contacted
our customer service...
representative on September 12, 2015 to inform us of the
duplicate charge. Our research confirmed
that Vitamix erroneously double charged Mr. [redacted]’s credit card for the purchase. On September 12, 2015 when this error was
discovered, we immediately processed a refund to take care of the matter. It typically takes 2 to 3 business days
before the account holder sees the credit on their account.
A customer service
representative reached out to Mr. [redacted] on September 14, 2015 to let him know
that the double charge was corrected. Mr.
[redacted] seemed to be satisfied with that resolution to the matter.
Submitted
by:
[redacted]
CFO
and Treasurer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and although my intentions were not to gain anything in addition to my paid order, I cannot complain about receiving one additional year warranty for a product I will be using every day. I am satisfied with this resolution. I hope to see much more improved customer service in any future dealings I will have with the Vitamix Corporation.
Regards,
[redacted]
Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’s complaint regarding a warranty issue. [redacted] bought a Certified Reconditioned Vitamix in January 2016....
With this purchase, [redacted] would have received an owner’s manual, a recipe guide, and a warranty certificate along with a motor base and blending container. [redacted] called Vitamix three times in the first 90 days of ownership. The first call was for general usage directions. The second call was on April 4, 2016. At that time, [redacted] reported a burning smell. [redacted] was not with her Vitamix at the time of that call and was not able to complete hands on troubleshooting that is designed to help our Customer Care Champions offer the best solution to the problem the customer is having. [redacted] called back on April 5, 2016 when she was with her Vitamix. At that time, the specific machine parts were tested and determined to be free of any defect. The machine also had no burning smells or unusual sounds during the troubleshooting. [redacted] did not have any ingredients available to attempt blending a smoothie so she was advised of proper layering and processing techniques that should be used when using the Vitamix. She was encouraged to follow those directions which are outlined in the owner’s manual and recipe guide. Finally, she was advised that if the smell did not dissipate after several heavy blends Vitamix would pay the return shipping to complete a repair under the terms of her warranty. In reviewing this complaint, it would appear that the ingredients that [redacted] was trying to blend require more liquid for processing. Since making this complaint, [redacted] has called and a warranty repair was set up. [redacted] was advised that we would do a complete inspection of her unit and we would replace any parts that have failed. Should the unit not be able to repaired, she would be offered a replacement under the terms of the warranty. We anticipate these actions will serve to resolve the matter. Submitted by: Loree *. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
My concern was addressed by the business. Kindly close it as "customer satisfied". The business rep was very nice and had the item delivered quickly to me.
Thanks,
[redacted]
Regards, [redacted]
Vita-Mix Corporation [redacted]
* Response to Consumer Complaint No. [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted] complaint regarding a warranty issue. Mr. T[redacted] bought a Vitamix 5200 in January 2011. With this purchase, Mr....
T[redacted] would have received an owner’s manual, a recipe guide, and a 7 year warranty certificate along with a motor base and blending container. He purchased the additional dry grains container which included a cookbook. Mr. T[redacted] called Vitamix March 15, 2018 requesting a container replacement under warranty. The warranty information for Mr. T[redacted]’s purchase was stored in a previous data system which required additional research to verify. Since making this complaint, a Vitamix supervisor has called Mr. T[redacted] and informed him that his warranty on his Vitamix machine expired as of January 2018, 7 years after purchase. As a courtesy, Vitamix replaced his dry grains container at no charge and informed Mr. T[redacted] that any future service or replacement containers will be at his own expense. We anticipate these actions will serve to resolve the matter. Submitted by: [redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]’s complaint regarding the performance of her newly acquired
reconditioned machine. Ms. [redacted]
contacted our customer service representative on August 24, 2015 to inform us
that the container was not blending...
the ingredients properly. At that time, we
issued a replacement order to send a replacement container to Ms. [redacted] with
instructions to send the old container back to us.
Unfortunately, however, we discovered that the replacement
order was set up incorrectly and Ms. [redacted] did not receive the replacement
container. Vitamix would like to
exchange Ms. [redacted]’s reconditioned Vitamix machine with a new Vitamix 5200 as
a courtesy to Ms. [redacted] to solve the issue.
A customer service representative reached out to Ms. [redacted] and left a
voicemail message to contact us in order to assist with the exchange
process.
We
anticipate these actions will serve to resolve the matter.
Submitted
by:
[redacted]
CFO
and Treasurer
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
January 16, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted] ...
[redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’s complaint regarding his customer service experience after his recent purchase. Mr. & Mrs. [redacted] contacted Vitamix customer service on December 23, 2015 to report a problem with their 11-year old Vitamix. After completing some routine troubleshooting steps, the Vitamix Customer representative was not able to determine if there was a problem with the unit. The [redacted]’s model was out of warranty and they were presented with a variety of options regarding their machine. Mr. [redacted] opted to purchase a new Vitamix with a Trade-In credit to be given in the future on the older model. Mrs. [redacted] completed the purchase with the Customer Representative and she was advised the new Vitamix would be shipped in 8-14 business days. Mr. [redacted] contacted Vitamix customer service on January 2, 2016 regarding the status of his order. He advised the Customer representative at that time that he was expecting the machine in 5-7 days. The Customer representative was apologetic and advised that the order was not entered in that fashion. The Customer representative also stated that the product would not be shipped until January 8, 2016 because the plant is closed for physical inventory. Mr. [redacted] was transferred to two supervisors and was further advised that the order would not ship until physical inventory was completed on January 8, 2016. After Mr. [redacted]’s calls, the supervisor he spoke with monitored the order and upgraded the shipping method to Next Day Air to ensure the order would be promptly delivered once shipped. The supervisor also emailed the shipping department to request that Mr. [redacted]’s order would be pulled forward once the shipping department resumed normal business on January 11, 2016. Mr. [redacted] was not advised that these requests and changes were made. Mr. [redacted]’s order was delivered to his residence on January 12, 2016. Mr. [redacted] was contacted by a resolution specialist and was able to share his experience. Mr. [redacted] has advised us that he plans to keep the Vitamix he ordered. As a measure of good faith his warranty was extended. Additionally, a no-charge service request was made on his older model Vitamix so that he can gift it to a family member. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Vita-Mix
Corporation (“Vitamix”) is responding to Ms. [redacted]’ complaint
regarding the purchasing experience she had on November 27, 2015. Ms. [redacted] attempted to place an order
on-line for a Certified Reconditioned Standard Programs Vitamix that was being
offered for a sale price...
of $329.00 plus tax. During her checkout process, Ms.
[redacted] states that she attempted to add a promotional code for an additional
25% off. This code would have also offered the customer Free Shipping. During
the timeframe that Ms. [redacted] was placing her order, Vitamix was offering a
Black Friday promotion that included Free Standard Shipping. Adding a code at
checkout was a conflict in the system and resulted in a decline in the order
verification processes because Vitamix coupons and special offers cannot be
combined as is standard coupon practice.Ms. [redacted]
states that she thought she had made an error entering her payment information
so she made multiple attempts including providing an alternate card. She contacted
Vitamix and was advised that the order was more than likely failing as a result
of combining discounts. Ms. [redacted] states that she made one final attempt to
process the order and it failed again. The customer contacted Vitamix a second
time on November 27, 2015 and inquired about the charges on her account. Ms.
[redacted] was advised that any charges she is seeing are pre-authorization holds
that were placed during the verification phase. The customer was told that the
holds would be released in 3-5 business days and that she would need to check
with her bank to verify their hold terms. None of Ms. [redacted]’ cards were charged because none of her orders were
successfully placed. A supervisor reached out to Ms. [redacted] on
December 1, 2015 and December 2, 2015. Two voicemails were left asking the
customer to return the call regarding her experience. It is the intention of
Vitamix to make the exception to honor both the Black Friday promotion and the
25% discount as a good faith gesture and one-time courtesy offer. We will be happy to place a new order
through the Supervisor who has reached out to Ms. [redacted], as our website will
not process a combination of discounts. We anticipate these actions will serve to resolve the
matter.Submitted by:[redacted]CFO and Treasurer440-782-2401[redacted]