Dear E&E Company,
I am writing today in regards to a heated electric blanket manufactured by your company that I purchased on November 16, 2009 on ebay through from the Smart Bargains ebay store. Please find the enclosed receipts and documentation. When I first received my blanket, the performance was excellent and I was very happy with my purchase. Shortly after one year the performance became intermittent at best.
For some time I had put the blanket away and purchased a Sunbeam heated mattress pad through ebay which I used in it's place. After about one year, I had a similar situation where the performance was not as good as it used to be. I contacted Sunbeam to inquire about my five year warranty.
Sunbeam was very helpful and advised me to send back the product which they would fix or replace. A couple of weeks later, I received a replacement Sunbeam heated mattress pad which resolved the problem of performance.
On November 14th, I contacted your company by phone at 1-866-456-8852. The representative that I spoke with was Luella. Luella immediately asked me where I had purchased the product from. I advised Luella I had purchased the product from ebay through the Smart Bargains ebay store. Luella immediately advised me that ebay and Smart Bargains was not an authorized dealer of the product and refused to honor the five year warranty this product is supposed to carry.
Needless to say, I was shocked and upset as Luella offered no assistance of any kind to remedy the issue. I then called Smart Bargains by phone who advised me there was nothing they could do as this was well over the 30 day return policy they offer.
I then called back E&E and spoke with Dolores who insisted that as per the warranty, they could not honor the warranty since the product was not purchased directly from an authorized seller.
When I contacted Sunbeam for warranty assistance, they did not ask me where and who I purchased the product from. They simply helped me without any hassle. The difference in Customer Service was night and day between Sunbeam and E&E.
I write this letter today to express how upset I am in regards to the poor Customer Service experience I have received. I am frankly amazed this company manages to stay in business if they can not support their own customers and adhere to their own warranty.
I can assure you that I still steer clear of ever buying another product manufactured by your company. It is unfortunate that your company chooses to treat your customers this way and you have just lost my business for sure.
All I asked for was that you simply honor the five year warranty that comes with the product and that could not be done.