Hello Jennifer,
Thank you for taking the time to email us with your concern. Firstly, I deeply apologize for any inconvenience you have experienced in this matter. I have shipped you (express post) a battery for your monitor, it will be there within 4 business days.
What, just a battery? Not a life time supply of free stuff? Not a free university education for my son? Well, at least she deeply apologizes. That's something. No, wait, it's not.
In regards to why the second agent did not know why your unit was being picked up, simply put it was not her file. Her task was open the packages to ship you the replacement part you were waiting for and then to give the defective part back to the original agent. It is up to your original agent to forward the defective product to the appropriate person or department for testing.
That's all very well and good, but if opening and sending mail was this associate's only job, why did it take her two months to get around to my package? And then why did she neglect to send me a battery?
Once again I sincerely apologize for the trouble you were experiencing, and I wish to thank you for your time in this matter.
Heather Somethingorother
You are not welcome Heather McBeather!
Showing posts with label complaint e-mail. Show all posts
Showing posts with label complaint e-mail. Show all posts
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.
Sincerely,
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.
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.
Sincerely,
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.
Friday, May 25, 2007
Graco's Response
I got an e-mail today from "Allan" at the Consumer Service Department of Elfe Juvenile Products (aka Graco) in response to my exploding monitor story:
Thank you for taking the time to e-mail us with your concern. I am extremely surprised to hear that this incident has occurred and I can honestly say that we have not had any other reported cases regarding this.
Well Al, that's because I'm the only nerd that e-mails the company whenever stuff breaks (or a commercial is annoying).
Please forward your complete mailing address, telephone number and the name of the retailer this was purchased from. I will gladly have a prepaid postage label and a tracking number sent to you to have the defective item returned to us for inspection. I will then have a new monitor sent to you once we receive the new unit.
Best Regards,
Allan Blah blah blah
Um, er, I think you mean once you receive the old unit. In any case, if I mail my monitor to Graco, I can't also return it to the store (thereby thwarting my plan to get money PLUS a new monitor). Oh well. I diligently sent Big Al all my information, including my phone number (which I hate giving to corporations) and a sample of my blood in case he wants to clone me (ok that last part's not true). It's amazing how the simple promise of a free baby monitor can entice me to send all my personal information to a stranger.
I hope this doesn't take too long. I'm tired of straining my ears to hear William in the next room.
Thank you for taking the time to e-mail us with your concern. I am extremely surprised to hear that this incident has occurred and I can honestly say that we have not had any other reported cases regarding this.
Well Al, that's because I'm the only nerd that e-mails the company whenever stuff breaks (or a commercial is annoying).
Please forward your complete mailing address, telephone number and the name of the retailer this was purchased from. I will gladly have a prepaid postage label and a tracking number sent to you to have the defective item returned to us for inspection. I will then have a new monitor sent to you once we receive the new unit.
Best Regards,
Allan Blah blah blah
Um, er, I think you mean once you receive the old unit. In any case, if I mail my monitor to Graco, I can't also return it to the store (thereby thwarting my plan to get money PLUS a new monitor). Oh well. I diligently sent Big Al all my information, including my phone number (which I hate giving to corporations) and a sample of my blood in case he wants to clone me (ok that last part's not true). It's amazing how the simple promise of a free baby monitor can entice me to send all my personal information to a stranger.
I hope this doesn't take too long. I'm tired of straining my ears to hear William in the next room.
Tuesday, May 22, 2007
My monitor exploded.
The recent demise of my baby monitor prompted me to write the following e-mail to Graco:
Dear Graco Customer care,
I have an Imonitor Digital Baby Monitor (2791DIG) that I purchased just after my son was born (in February). It has been in almost constant operation since then. Recently I heard a 'pop' sound coming from the parent unit (it was in the charger at the time). When I went to investigate I found the parent unit was smoking and smelled like burnt plastic. The battery inside had somehow overloaded. After it cooled we opened the unit and found the battery casing had melted. (see attached photo)
All of the above is true. Except by "almost constant operation" I of course mean "totally and completely constant operation". At the time of the incident William was asleep, the monitor unit was behind me on my night table, and I was goofing off on my computer, trying to keep up to date on the latest wogger mini games. But I digress, the e-mail continues:
I no longer have the receipt or packaging for this product so I hold little hope of getting a refund. However, I believe that this is a safety issue and that your company should take some kind of action. I'm concerned that if this happens to someone else's monitor, it might cause a fire or something more serious.
Okay so I'm a pretty laid back gal and I'm not actually all that concerned that other people's monitors are going to burn their houses down. I do think that Graco should take some responsibility for its products though. Otherwise baby monitors would be exploding all over the place. Civilization as we know it could go up in flames!
In addition, I would like some advice on how I can get a replacement unit, along with assurances that it will not have the same defect.
Or just the replacement unit, without the assurances. As I said I'm a pretty laid back gal. I thought quite a long time (like a whole minute) about how best to ask for a new monitor when I'd already stated that this really isn't about getting a refund. Like heck it's not. I want my money back! I want a new monitor! I want free stuff!
Thank you for your efforts in resolving this matter.
Sincerely,
Jennifer Filipowicz
Dear Graco Customer care,
I have an Imonitor Digital Baby Monitor (2791DIG) that I purchased just after my son was born (in February). It has been in almost constant operation since then. Recently I heard a 'pop' sound coming from the parent unit (it was in the charger at the time). When I went to investigate I found the parent unit was smoking and smelled like burnt plastic. The battery inside had somehow overloaded. After it cooled we opened the unit and found the battery casing had melted. (see attached photo)
All of the above is true. Except by "almost constant operation" I of course mean "totally and completely constant operation". At the time of the incident William was asleep, the monitor unit was behind me on my night table, and I was goofing off on my computer, trying to keep up to date on the latest wogger mini games. But I digress, the e-mail continues:
I no longer have the receipt or packaging for this product so I hold little hope of getting a refund. However, I believe that this is a safety issue and that your company should take some kind of action. I'm concerned that if this happens to someone else's monitor, it might cause a fire or something more serious.
Okay so I'm a pretty laid back gal and I'm not actually all that concerned that other people's monitors are going to burn their houses down. I do think that Graco should take some responsibility for its products though. Otherwise baby monitors would be exploding all over the place. Civilization as we know it could go up in flames!
In addition, I would like some advice on how I can get a replacement unit, along with assurances that it will not have the same defect.
Or just the replacement unit, without the assurances. As I said I'm a pretty laid back gal. I thought quite a long time (like a whole minute) about how best to ask for a new monitor when I'd already stated that this really isn't about getting a refund. Like heck it's not. I want my money back! I want a new monitor! I want free stuff!
Thank you for your efforts in resolving this matter.
Sincerely,
Jennifer Filipowicz
I will, of course, blog about any efforts Graco makes in resolving this matter. In other news, William's poo was slightly greenish today. According to the internet this could mean any one of several things:
1. nothing, baby poo comes in many colours.
2. I'm drinking too much milk and William has a sensitivity.
3. William has a virus.
4. William isn't getting enough hindmilk so he should drink longer on one boob instead of switching.
5. I've become one of those moms who talks about her baby's poop.
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