Friday, 30 September 2011

Product or consumer defect?

The kids and I have some water bottles that we LOVE and ADORE. They are easy to drink out of (thus encouraging the actual consumption of water, rather than just its transportation), don't spill (!!), and come in bright colours. Seriously, guys, they are the best. However, we have one problem with them, as you will see. I sent the following e-mail to the company on September 14:

Good morning,

Firstly, thanks so much for such a great product! Your waterbottles are durable, spill-proof, and brightly coloured. All huge assets in my mind!

Our problem, however, seems to be keeping track of the lids. Is there any way we can buy replacement lid/straw/bite valve combos? I know it's possible to get the bite valves and straws, but our disorganisation extends a bit beyond that...

Thank you for your help!

So it's clear, right? You know what I'm getting at? I lose the lids to the bottles, and I would like to buy more. It could not possibly be more simple. Except, this is the e-mail I got yesterday (long after I'd thought that cyberspace had eaten the e-mail I sent them):


Thank you for contacting Company. The defect you have encountered should not be expected from any of our products. We do indeed have replacements here for you in warranty. Just let me know your U.S. address and I'll be happy to send a replacement lids and straws for you.

Thank you for choosing Company.

Correct me if I'm wrong, but aren't they suggesting that the fact that I can't keep track of the lids is a product defect?

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