Thursday, July 19, 2007

Graco: the saga continues

Regular visitors to this blog may remember the incident of the exploding monitor and my subsequent e-mail correspondance to Graco customer care. For a recap, you can read about it here and here. Well the speedy little elves at Graco finally got around to mailing me a monitor. Of course by "speedy" I mean "slower than the thought processes of a neandrathal" and by "a monitor" I mean only the parent unit and without the battery! Sigh. Back to the e-mail I go:

Dear Graco Customer Care,

In May I e-mailed you regarding my Imonitor Digital Baby Monitor (2791DIG). The battery had overloaded and melted, destroying the parent unit. An associate named Allan Correia (service 3030) sent a prompt reply, promising me a new monitor if I sent in defective one for your "inspection". Your company even sent me postage so I didn't have to mail it in on my dime.

That was the end of my pleasant experience with Graco service. Nearly two months later, an associate (who did not give her name) called to tell me that they were finally mailing me a new parent unit. The associate did not seem to know anything about why I had sent in my parent unit, which led me to doubt whether the device had been "inspected" at all. It is important to me that your company investigate what went wrong with the monitor because I believe that the defect might cause a fire or serious injury.

Two days ago I received the unit in the mail. I was hesitant in using the monitor, worried that the battery might melt again and I wouldn't notice in time. When I did inspect the parent unit I received, I found that there was no battery in it at all!

So far, Graco has offered me less than the bare minimum of customer service on this issue. I realise that sending the parent unit without the battery was a simple error, however, added to the delay in mailing, and the original overloading of the battery, that error spoke volumes to me about the lack of care your company actually has for its customers. I will certainly avoid Graco products in the future.


Jennifer Filipowicz

There you have it. And yes, I will certainly try to avoid Graco products in the future but it's going to be darn hard seeing as they make everything. Maybe Graco will send me a new battery, maybe not. At this point I don't really care. I've been without a monitor for so long that it just doesn't seem necessary any more. It's not as if I live in some gigantic (or even regular sized) house where I can't hear the baby from most of the rooms. This is a two-bedroom condo!

Right now the issue is justice. Justice!!! I paid for a monitor with the understanding that it wouldn't explode. I should have a non-exploding monitor! In addition, the people of Graco should get down on their knees and beg me to remain a loyal customer, and should thank me for alerting them to this problem with their monitor, and should recall the monitor to save other people's children from monitor-explosion-related injuries. Finally, as a token of their appreciation, they should pay for William's university education. That, to me, would be the bare minimum of customer service.

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