So, we bought a 3M pouch laminator (TL901C) back in December. It's been fine for us, we've laminated score sheets and assorted for our collection of board games.
This week, I got an email from where we ordered it, that said there was a "recall for refund, stop using immediately" because of an overheating issue. (Melting lower cases, no injuries yet.)
Where I get into the annoyance is that they've set it up so that you have to call in. 3M is in Minnesota. I live in Denver. They specifically list hours of 8:00-4:30 central time. I work 8:00-5:00 mountain time, with a 1 hour lunch.
I tried calling the 800 number for the recall on my lunch break. I had to hang up, still on hold, as I ran out of lunch. So I sent them an email via their contact form.
While they've sent me the steps they'd like to see for recall participation in terms of evidence (cut cord, photo of model label with cut cord, invoice from purchase), they expressed that they'd prefer me to call them to participate in the recall. And that call volume means it's going to take longer than normal to get through to them.
Note: This is a $20 product. I've already sunk an hour into this. Basically, it feels like they don't really want to give me money back, they'd just prefer that I throw it away after providing the proof they need to show the recall is showing results, and let them keep the $20, which is why they've achieved my "do not buy" list.
So, thoughts, do I just send them the evidence and consider the money lost? Do I not give them evidence of the lamintor's destruction, and make noise that I need to be provided a better way to get that refund before I do so? I'm already at the point I don't want to sink more phone time in, and I work at a job that waiting on hold while I'm working is pretty much impossible. We are planning on not using the laminator and sourcing a (non-3M) replacement.
This week, I got an email from where we ordered it, that said there was a "recall for refund, stop using immediately" because of an overheating issue. (Melting lower cases, no injuries yet.)
Where I get into the annoyance is that they've set it up so that you have to call in. 3M is in Minnesota. I live in Denver. They specifically list hours of 8:00-4:30 central time. I work 8:00-5:00 mountain time, with a 1 hour lunch.
I tried calling the 800 number for the recall on my lunch break. I had to hang up, still on hold, as I ran out of lunch. So I sent them an email via their contact form.
While they've sent me the steps they'd like to see for recall participation in terms of evidence (cut cord, photo of model label with cut cord, invoice from purchase), they expressed that they'd prefer me to call them to participate in the recall. And that call volume means it's going to take longer than normal to get through to them.
Note: This is a $20 product. I've already sunk an hour into this. Basically, it feels like they don't really want to give me money back, they'd just prefer that I throw it away after providing the proof they need to show the recall is showing results, and let them keep the $20, which is why they've achieved my "do not buy" list.
So, thoughts, do I just send them the evidence and consider the money lost? Do I not give them evidence of the lamintor's destruction, and make noise that I need to be provided a better way to get that refund before I do so? I'm already at the point I don't want to sink more phone time in, and I work at a job that waiting on hold while I'm working is pretty much impossible. We are planning on not using the laminator and sourcing a (non-3M) replacement.
"You know how parents tell you everything's going to fine, but you know they're lying to make you feel better? Everything's going to be fine." - The Doctor