Disclaimer: All content of this article are the opinions of the author, please investigate facts on an individual basis.
Ten days after my email, I finally received a response from the company who sold me the faulty blender. But it’s not pretty.
“Dear Claudia,
We have received your second email dated August 5, 2008 regarding your experience with our blender. Again, we apologize for any inconvenience you have experienced. It is our understanding that you have received a replacement set of blades from us and a new blender from the distributor at a discounted price. We trust that these actions have resolved your concerns.
Unfortunately, the second email that you sent to us and then posted on an Internet blog under the title “This Blender Will Kill Someone” amounts to actionable product disparagement. You grossly distorted my initial response to you by claiming that we “knew these blades were defective and sold them anyway,” that the blades are “dangerously thin,” that the blades form “dangerous shrapnel in the normal course of use,” and that we have acted with “criminal negligence.” These are outrageous allegations that we categorically deny.
I clearly explained to you that we had never seen the catastrophic failure that you experienced. I told you that we were sending you a new, improved blade assembly, specifically referring to the stainless steel cone and ball bearings of the new assembly. There is nothing in my email or any fact of this situation that supports any accusation that we knowingly sell defective products.
Your Internet website, OpenGrove.com, publishes such articles as “Lost Art of Apology,” “Avoiding Conflict,” “Forgiveness Meditation,” and “Getting Over It.” We agree that these are important ideals, and we hope that they could be applied to this very situation. We respectfully ask that you consider removing from your Internet blog the inflammatory attacks you have made against us and our products. What you experienced is extremely unusual and is not representative of our overall product quality.
Sincerely,
Steve Cottam
Product Manager
Kitchen Resouce, LLC”
My response:
Dear Steve,
Thank you for getting back to me ten days later. I will happily remove the blog if you answer these questions:
1. When did you realize the blades were “disappointing”?
2. Now that you KNOW what these blades can do, have you sent replacement blades to every single person who has purchased this product?
Claudia Hall Christian
Please note, I have not asked for money, replacement or a refund. I have only asked that they remove a faulty product from the market.
I was planning on putting together packets for Consumer Reports, the District Attorney of Salt Lake City, and the Utah Attorney General this weekend.
We’ll see how long it takes them to respond this time. Any wagers?
gulps.
You got moxie, lady.
Wow. He really went through your blog, eh?
you…are fabulous!!
You should post a Blog Entry titled, “The Art of the Poison Pen.” I have authorned a number of these letters myself, and I must say congratulations on such a bitter response! Well done, my friend.
It’s funny that they had a new and improved blade if there was nothing wrong with the old one…
Be sure to include the Consumer Product Safety Commission. And really, how hard is it to say this?
I’m sorry. We screwed up. We’re going to keep an eye on the situation and figure out if your case was an anomaly. If other cases arise, we will take action.
Was this guy talking a page from the Circuit City CEO’s book of Corporate PR?
Wow! What a tool. “Disparaging comments?” Is he kidding? Those blades could have caused serious injury to someone. Kudos to you for sticking to your guns on this one!
Edwin – Yeah, gulp. What’s a girl to do?
Yoonamaniac – You know I do love the fans!
Melissa – I feel so lucky, so very very lucky; I know that other’s aren’t as lucky.
Anita K – Exactly. They knew long enough to get a new blade remanufactured in Asia. That takes longer than the month that I owned the freakin’ thing.
Fear and Parenting in Las Vegas – I have already contacted the Consumer Product Safety Commission. I was thinking I should maybe contact Oprah?
Perpstu – Yea. What’s more disparaging than looking at the blades themselves?
Rupe thinks CHiC’s blender’d give new meaning to a “mojito”. And not “unusually cool and refreshing” …..
Rupe’s just sayin’ …..
…………………………………….. Ruprecht
You go girl!
Wowza. Dude read through your blog, didn’t he? Maybe he has a crush. *snort* Sorry, had to.
Yeah for you! I frequently can’t get passed “I’m hating your crappy product!” enough to send a letter like that!
What kind of blender is it? I’ve never heard of a brand called “Kitchen Resource,” and I swear by my Cuisinart.
Claudia – I’d type ‘LOL’ but it wouldn’t do my actual reaction justice. Quoting your articles on ‘Getting Over It’ reminds me of a regional manager who flew in to my former workplace and heavily quoted ‘Who Moved My Cheese’.
By the way – tag! You’re it!
well done blender gal.
you are right, but please do get some legal advice. he seems seriously out for a fight. it would be a diff. type of pain than a broken blade of course, but could be truly painful nonetheless. pls take care.
You rock!!!!
Holy crap! You sure have piqued my interest! Good luck and I will sure keep up with your progress on this issue.
Claudia, you are my hero. Please keep us posted. You are the consumer, and you are in the right, and don’t let anyone intimidate you!
I am just catching up on visiting my blogging friends, and I am going to take some time to read your novel.
Ruprecht – This was berries and a banana – I can’t imagine what happens with ice!
Tara R – Go! Go! Go!
Jill – Yes, I think it’s true love… lust maybe…. He seems a little scrubish doesn’t he?
Tommie – Oh, I have plenty of those. This just seems so very very dangerous. Knowing that most children eat smoothies, I feel compelled.
Heart in SF – Yes, I would have been wise to ignore Consumer Reports and just gotten a Cuisinart. Lessons learned.
Julia – Thanks for the tag.
Dana – I am following your noble example.
Ariu – I cannot tell you how sad it makes me that they would rather put their money into lawsuits than actual customer safety. Gosh. Sad.
No Nonsense Girl – Let’s hope that’s enough
LoopyKD – Holy Crap is right!
For as long as I can, I’ll keep you posted.
Jo – It’s hard not to be intimidated but I am so concerned that someone will be seriously injured that I have to continue.
We should exchange numbers and talk on the phone, I have learned a good amount about these types of lawsuits from the 20 million dollar one against me from vision media television. You have specific rights too, as a consumer and as a blogger – but they can be super fuzzy and most likely are taken on a case by case basis. I am going to go look at your original blog right now….
send me an email
[...] you know, I received an email on Friday regarding my post about my experience with Kitchen Resources and the L’Equip RPM [...]
Honestly? Their response was a very weak attempt at intimidation. Couple of things that I noted. No mention of Legal recourse, a plea for you to follow your own blog posts and finally an LLC.
They are small, have much to lose and in some ways a faulty product which they are not owning up to for fear of a complete collapse for an obviously dangerous product.
I applaud you for raising this awareness and you should continue to raise awareness with the right channels in the legal/consumer/governmental paths.
[...] have an appoint with a Federal Investigator for the Consumer Protection Agency regarding my blender issues.? [...]