Product: Trigger Point – Grid X Foam Roller
Problem: Crack in plastic
Resolution time: 9 business days; January 3, 2017 – January 16, 2017
January 3, 2017 – Crack in plastic
I noticed that my Grid X Foam Roller had a crack in the inner plastic tube since it made a weird sound whenever I would use it. Off I went to their website to see what their warranty procedure was. I first went onto the Grid X’s product page that lists their Customer Service e-mail as: customerservice@tptherapy.com but that e-mail bounces whenever you send that address an e-mail.
One Year Limited Guarantee: TriggerPoint warrants that all of the products we manufacture will be free of defects for up to one year from the original date of purchase. This does not include or cover damage caused by transit, accident, normal wear and tear or lost merchandise. Product must be purchased through TriggerPoint, directly, or from an authorized reseller. If, within one year of purchase you feel you may have received a defective item, please contact our Customer Service Department for a Return Authorization # to ensure that your issue is resolved in a timely manner. Shipping charges are the responsibility of the buyer and will not be paid by TriggerPoint. Customer Service is available Monday – Friday, 9 am to 6 pm Central Standard Time at 512-300-2804 or customerservice@tptherapy.com. Please call with any questions.
The correct e-mail that should be used for Warranty/Customer Service issues is listed on their Contact Us page and it currently is: help@implus.com.
January 4
A customer service representative replies and she informs me that Trigger Point products have a one year warranty and that I would need to send in the cracked foam roller to their facility in order to receive a replacement. I sent the CSR a reply asking if they had a Canadian address for me to send the foam roller since the shipping cost would be about $20 via Canada Post. I also purchased the foam roller less than a year ago for $20 so it doesn’t really make sense for me to pay an additional $20 to get a replacement one.
January 5
The CSR informs me that they do not have any Canadian facilities and that she apologizes for not realizing that I was in Canada since “we cannot ship replacements outside of the United States.” She then asks me if I have checked with Amazon to see if I can make an exchange.
What a rather strange request. I don’t think Amazon will ever exchange items for a company past 30 days and this has already been 11 months.
Anyway, I reply back to the CSR stating the above statement and she happily offers to send a replacement to me provided that I include photos of the crack for their records. I oblige and send over my shipping details.
January 16
I wasn’t expecting anything in the mail but a box was dropped off at my house with a new Grid X foam roller. Note that I did not receive any e-mails from the CSR to state that the foam roller was going to be sent out. This might have been unnecessary but at least I would know what was going on.
Conclusion
After a few back and forth e-mails over a span of two days, I was able to get a replacement for my Grid X Foam Roller sent out. E-mail replies were pretty quick (1 business day or less) and the CSR seemed helpful so those are definite pluses.
