10.30.02
Ms. Lxxxx,
I apologize for the delay in responding to your email. I would like to send you a new iron in place of the BaBylissPRO 2 1/4" iron you purchased. It is the same size as the iron you purchased, but part of our new Professional Ceramic Straightening line of products.
Please send the address you would like for the iron to be shipped to, and I will be sure to send it as soon as possible. Once again, I apologize for the delay.
Regards,
David Gardiner
Marketing Manager
-----Original
Message-----
From: miss kristen [mailto:pixie(at)pixiemartin.com]
Sent: Thursday, September 19, 2002 10:10 PM
To: conairpro_hotline@conair.com
Subject: BaByliss Pro product help
Hello.
In February of last year, I purchased a 2 1/4" professional straightening iron from your BaByliss PRO line, because I had only heard fantastic things about your products and customer service.
It was everything I was looking for, and has lived up to every expectation I had, until today.
In the middle of ironing out a client's hair this afternoon, I felt a strange little jerk in my hand holding the iron, and heard a tiny ping noise that startled my client. Moments later, I discovered that the spring inside the iron had given up the ghost, and would no longer offer any resistance when clamped shut, nor was it interested in springing back open when pressure was released from the handle.
Needless to say, it doesn't work effectively enough to continue using in its present form. The rest of it is great, it just won't clamp down or release.
Now, I thought that it had a two year warranty, but was dismayed to discover that it only has a one year warranty, which expired about 7 months ago.
I love this iron, and would like to continue using it, but I can't figure out how to take the damn thing apart and fix it myself. Is there any way that I can ship it to the service facility and have it repaired for a service fee?
I would much rather pay a smaller sum to fix this one's spring than shell out $100 or so on a CHI ceramic iron, which is what I am leaning towards doing if this one can't be fixed.
Thank you very much for your time,
Kristen Lxxxx
The amusing part is that after waiting almost a month for a response, I tracked down someone on the phone, after being referred from one phone or department after another for close to an hour, and was told that they didn't actually service faulty products under warranty. They only replaced them, and "appliance service center" is a complete misnomer. If my iron was still under warranty, they'd be more than happy to replace it, but because it wasn't, a polite apology was extended.
I decided that BaBylissPRO could bite my crank, and replaced that iron with a nice, new EXcstasy iron, which is an absolute dream. I also almost purchased a CHI iron at the hair show, but refrained from doing so out of a twinge of financial responsibility.
Who'da thunk they'd finally get back to me after all this time? And all contrite and apologetic even.
Too bad I think their new Professional Ceramic Straightening line is a bunch of shit.
Well, at least it's free.
What's in your head?