Yet Another Customer Service Failure - Updated

Sunday, May 17 2009 -

[updated]

We got a call today from SIGG and they simply asked us to put the bottle on the porch in the original packaging and FedEx would be by tomorrow to pick it up.

[Original]

The week before last we purchased 4 SIGG water bottles. The box showed up on Wednesday and we opened it only to find that SIGG shipped us the wrong bottle. Thankfully, it was Carol’s and not one of the kids, but still a hassle. The packing slip included directions for an RMA so Carol called the number and ask the gentleman who answered for an RMA. He wanted to know why and she told him that they shipped the wrong bottle. The packing list is correct; meaning it has the bottle we were supposed to get listed on it.

The failure comes next. Instead of giving Carol an RMA the man said:

“Let me call the shipping department and find out what happened and I will call you back.”

As a customer, who has already paid for the product, I can tell you exactly what happened: they shipped me the wrong bottle because the SKUs are too similar. I don’t care what the specifics of the situation were and I shouldn’t have to wait on my RMA for that. It is irrelevant. Needless to say we never got a call back and I still don’t have an RMA.

Ironically, just a few days after ordering our bottles we ran into someone who had one for their kids. The lady had removed the outer cover on the bottle because she said the kids couldn’t handle it. Her daughter was probably 5 so I can understand that somewhat. She also said it tended to leak. That wasn’t what we wanted to hear. We bought them specifically because we thought they would not leak. In fact, we have had numerous recommendations from friends all who reported they don’t leak. So far I’ve seen no sign of leaking. I suspect that by removing the outer lid the woman we met compromised the seal in such a way that the bottle tended to leak.

Still waiting on the RMA…