The Solution
Solution?
I called Reebok and they said it would take 3-4 weeks to process the paperwork for a return. They said they would need photos of the damage.
When I complained about the 3-4 week delay, Rebook suggested I take the unit back to the retail store.
I called Sam's Club where I bought it, and they graciously agreed to take it back. So I put all the parts back into my car and drove to the store. I needed a flatbed push cart and a 2nd shopping cart to hold all the parts. I picked up another machine and drove home.
Another couple hours of assembly and I had a working machine.
I emailed Reebok and asked them if I could contact their Quality Control Manager. They said I could send them my photo, but they did not give me the name of their QC person.
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From: John Benson
Date: Jan 3, 2008 10:41 PM
Subject: Information Request - Reebok
To: Customer Service
Here is a photo of the base unit before I unpacked it and two photos of the damage.
There are two important issues I want to stress. I am familiar with off-shore manufacturing procedures.
1.) This damage was definitely done at the factory. The protective foam wrapping was applied correctly and there was no signs of any damage to the wrapping or the outside box. This damage might look minor, but a great deal of force was needed to dent the metal tube. The damage prevented the pivot axle from pushing through the horizontal tube. I tried it from both sides.
2.) Please consider how much effort this required to correct. I had to get the 250+ pound package out of the back of my station wagon. There are a lot of assembly steps required before hitting asembly step #9 - screwns, nuts, washers, light and heavy parts. And then there is the issue of getting all these parts back to the retailer for replacement. After driving back to the retailer, I used a flat bed push cart and a shopping cart to get all the parts from my car to the returns area. I had to get another flat bed push cart and pick up the replacement machine. After processing the paperwork, I put the replacement into my car and drove home. And then went through the assembly process once again.
All of this could have been eliminated with a simple visual quality control check of the unit before it was packaged at the factory.
But now you have
- an upset customer
- a retailer that will have to dispose of the damaged machine
- and Reebok issuing a credit to the retailer.
A lot of pain and suffering which could have been avoided by simply checking the tube.
Regards
John Benson
Saint Michael, MN
- - - - - - - - - - - - - - - - - - - - - - -
No reply from Reebok.
I sent a letter of gratitude to Sam's Club for picking up the ball that Reebok dropped.
Photo: 2007 12 28 USA MN StM 4940P Reebok damage 7944
The Solution
Solution?
I called Reebok and they said it would take 3-4 weeks to process the paperwork for a return. They said they would need photos of the damage.
When I complained about the 3-4 week delay, Rebook suggested I take the unit back to the retail store.
I called Sam's Club where I bought it, and they graciously agreed to take it back. So I put all the parts back into my car and drove to the store. I needed a flatbed push cart and a 2nd shopping cart to hold all the parts. I picked up another machine and drove home.
Another couple hours of assembly and I had a working machine.
I emailed Reebok and asked them if I could contact their Quality Control Manager. They said I could send them my photo, but they did not give me the name of their QC person.
- - - - - - - - - - - - - - - - - - - - - - -
From: John Benson
Date: Jan 3, 2008 10:41 PM
Subject: Information Request - Reebok
To: Customer Service
Here is a photo of the base unit before I unpacked it and two photos of the damage.
There are two important issues I want to stress. I am familiar with off-shore manufacturing procedures.
1.) This damage was definitely done at the factory. The protective foam wrapping was applied correctly and there was no signs of any damage to the wrapping or the outside box. This damage might look minor, but a great deal of force was needed to dent the metal tube. The damage prevented the pivot axle from pushing through the horizontal tube. I tried it from both sides.
2.) Please consider how much effort this required to correct. I had to get the 250+ pound package out of the back of my station wagon. There are a lot of assembly steps required before hitting asembly step #9 - screwns, nuts, washers, light and heavy parts. And then there is the issue of getting all these parts back to the retailer for replacement. After driving back to the retailer, I used a flat bed push cart and a shopping cart to get all the parts from my car to the returns area. I had to get another flat bed push cart and pick up the replacement machine. After processing the paperwork, I put the replacement into my car and drove home. And then went through the assembly process once again.
All of this could have been eliminated with a simple visual quality control check of the unit before it was packaged at the factory.
But now you have
- an upset customer
- a retailer that will have to dispose of the damaged machine
- and Reebok issuing a credit to the retailer.
A lot of pain and suffering which could have been avoided by simply checking the tube.
Regards
John Benson
Saint Michael, MN
- - - - - - - - - - - - - - - - - - - - - - -
No reply from Reebok.
I sent a letter of gratitude to Sam's Club for picking up the ball that Reebok dropped.
Photo: 2007 12 28 USA MN StM 4940P Reebok damage 7944