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Brookstone Customer Service Complaint - Brookstone Ships Products from Companies that no Longer Exist - Vector Air Pro Air Inflator
Vector Air Pro Air Inflator - Complaint
MEXICO, MISSISSIPPI -- I purchased a Vector Air Pro Air Inflator from Brookstone. The item was received and appears to work fine. Enclosed was a 2-year Vector warranty card which I completed and mailed in to the provided address. That's when the fun began.
The card was returned indicating the address was not active and no forwarding address was available. When I tried to get a 411 operator to give me the telephone number for the company I discovered it was disconnected.
I called the Brookstone customer "service", assuming since they sold the product to me they would help in obtaining a warranty. I was informed that Vector was out of business (for the past six months) and warranty matters were now handled by Black and Decker. The Brookstone customer "service" operator had called Black and Decker and then gave me the number. She indicated she did not have the time to stay on the line and punch in all of the numbers and then wait for a response. That was my job.
After a long wait on the Black and Decker line I was informed by a customer service person that they had sold this company (Vector) to a company called EACCUS six months ago and I had to contact them directly.
When I asked both the Brookstone and Black and Decker operators why they were still shipping products with warranty cards that were six months out of date I received no response and was told that was my problem to deal with.
Now get ready for the kicker. When I called EACCUS I could not get through to an agent but the recording indicated if I was calling about air inflator warranties I should contact, guess who: Black and Decker.
So Brookstone won't follow up on the warranty for a product they sold to me from a company they knew no longer existed. I expected they would at least obtain the proper warranty address. Black and Decker tells me to get my warranty information from EACCUS. And now EACCUS sends me back to Black and Decker.
Shame on you Brookstone. You sold it to me with an outdated warranty card from a company no longer in business and put in absolutely no effort to resolve this when the problem was raised. I put this information into the communication box you provide on your Web site and have had no response.
So much for customer service.
The card was returned indicating the address was not active and no forwarding address was available. When I tried to get a 411 operator to give me the telephone number for the company I discovered it was disconnected.
I called the Brookstone customer "service", assuming since they sold the product to me they would help in obtaining a warranty. I was informed that Vector was out of business (for the past six months) and warranty matters were now handled by Black and Decker. The Brookstone customer "service" operator had called Black and Decker and then gave me the number. She indicated she did not have the time to stay on the line and punch in all of the numbers and then wait for a response. That was my job.
After a long wait on the Black and Decker line I was informed by a customer service person that they had sold this company (Vector) to a company called EACCUS six months ago and I had to contact them directly.
When I asked both the Brookstone and Black and Decker operators why they were still shipping products with warranty cards that were six months out of date I received no response and was told that was my problem to deal with.
Now get ready for the kicker. When I called EACCUS I could not get through to an agent but the recording indicated if I was calling about air inflator warranties I should contact, guess who: Black and Decker.
So Brookstone won't follow up on the warranty for a product they sold to me from a company they knew no longer existed. I expected they would at least obtain the proper warranty address. Black and Decker tells me to get my warranty information from EACCUS. And now EACCUS sends me back to Black and Decker.
Shame on you Brookstone. You sold it to me with an outdated warranty card from a company no longer in business and put in absolutely no effort to resolve this when the problem was raised. I put this information into the communication box you provide on your Web site and have had no response.
So much for customer service.
Comments:
Posted by azRider on 2011-01-07:
So I guess you never heard of close outs or old stock? My guess is you got the item for a good price. that price is low because its a close out or old stock from a company out of business. their may be hundreds or thousands of items like this. no business is going to restock warranty cards in thousands of items. as long as it works enjoy what you have and be happy you got it. when it fails my guess is it will be after the warranty and the repair cost will be higher buying a new one. welcome to the world of consumerism.
Posted by momsey on 2011-01-07:
I can't imagine a company who bought stock from another company would go through, open all the boxes and replace the warranty cards. It just wouldn't make sense, especially because then every item they sold would have the appearance of being opened (since they were) and therefore customers would be less likely to buy them.
So have you sorted out the issues between Black & Decker and EACCUS? I don't see this as being Brookstone's fault. When you contacted them, they gave you the information as far as they knew it. Sounds like there's an issue between Black & Decker and EACCUS.
So have you sorted out the issues between Black & Decker and EACCUS? I don't see this as being Brookstone's fault. When you contacted them, they gave you the information as far as they knew it. Sounds like there's an issue between Black & Decker and EACCUS.
Posted by jabooty on 2011-01-07:
Brookstone DID put forth effort. You even said so yourself. They found out that the company had been sold to Black and Decker, and even called them and got the number for you.
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