Help me understand if my expectations are too high?
I bought an expensive self care product about 4 months ago - it's about £400. First to say I love the results, that part is pretty good. Although I half wish I didn't like it...
There isn't another brand or alternative for this product, it's reasonably unique.
Unfortunately the build quality and customer service for this product is starting to grate on me now. First one starts to come apart after one or two weeks, and after various messages with customer services they agreed to replace. I package it up, schlep to the post office and send it back. This isn't something that can be repaired or put back together.
Same thing happened with second device. The third one arrived yesterday, I open the box and it's all cracked, broken and dirty around the power button. I email within about half an hour of the package arriving, and got a message back this morning to say they are 'pleased to let me know they will accept a return' and will issue a replacement once they get this one back.
That will be 4 devices in 4 months. Three trips to the post office, packaging it up in materials I purchase. Three days waiting in on the specified day of delivery (my area is not secure for parcels left on my doorstep).
Is it me? There is barely even an apology or acknowledgement that this is an almighty faff for something that costs almost £400? And surely they should be building something that is fit for purpose, and fit to be sold for £400? Not just being all pleased with themselves that they have deigned to accept back the latest dud they sent me?!?
I haven't replied yet, because I'm not even sure what I'm asking for, I'm really annoyed now. At the least I'd expect they might attempt to replace it with one that won't break, or isn't already broken when i take it out of the wrapper? But surely if you were bothered about your customer you'd make some kind of effort to apologise - partial refund, some kind of free item to compensate for all the irritation! But no, they are 'pleased to accept' the crappy replacement back - lucky me.
Am I being unreasonable here?