Broken Ina - It was broken the first time I used it.

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Broken Ina - It was broken the first time I used it.

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Contributor: Greta Greta
I got an Ina about a month ago. The first time I used it I realized it was broken. It shorts out and the small clit arm does not vibrate at all.

I contacted Lelo about it and the stated that it was defective. I was told I would get a new Ina, but after over a month I've received nothing. Not even a follow-up email. I have written several times and no one has gotten back to me.

Has anyone else had this problem?
11/08/2010
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Contributor: ScottA ScottA
You might want to try and get someone from EF working on your behalf - contact customer support. EF is a big retailer, and Lelo is much more likely to listen to them.

Unfortunate, because a company that doesn't respond to their customers gets knocked down pretty substantially in my playbook. I'd heard that Lelo made nice things, but if they treat their customers this way...
11/08/2010
Contributor: Envy Envy
Quote:
Originally posted by ScottA
You might want to try and get someone from EF working on your behalf - contact customer support. EF is a big retailer, and Lelo is much more likely to listen to them.

Unfortunate, because a company that doesn't respond to their customers ... more
I've had it happen before. I contacted Adam and Eve about their lube going bad though I had a long long time before it expired, and also Njoy about the case the Eleven was in having a hole. Never got any responses back. It's a shame, but what can ya do, ya know? Different with a broken/defective toy, yes, but still off-putting as well.
11/08/2010
Contributor: ~LaUr3n~ ~LaUr3n~
Quote:
Originally posted by ScottA
You might want to try and get someone from EF working on your behalf - contact customer support. EF is a big retailer, and Lelo is much more likely to listen to them.

Unfortunate, because a company that doesn't respond to their customers ... more
I totally agree.
11/08/2010
Contributor: Illusional Illusional
I agree with the above post. That is too costly for them NOT to do anything.
11/08/2010
Contributor: Selective Sensualist Selective Sensualist
To get a replacement for your Ina, you will need to mail it back to them after filling out the warranty/claim information on the LELO.com website.

Below are a list of instructions which were e-mailed to me from Aimee Jaques, a LELO customer care representative a few months back when I filed a claim myself.

Return procedure:

1. Go onto our website link and go to the ‘log in’ link.

2. You will then be asked if you are a ‘new customer’ or a ‘returning customer.’ Simply select the correct option.

3. Once you have entered your details, please go to this link at the side of the page: ‘register product warranty.’

4. You need to register your product by filling in the requested details. This will then appear in the chart above the registration section.

5. Then, under the warranty column is a link that says ‘claim.’ Click on this.

6. You now need to select the type of warranty you want. 1 Year warranty (with proof of purchase) or the 10 Year warranty (with no proof of purchase)

7. After selecting your type of warranty, you need to fill in your full address (if you are under the 1 year warranty). This is where your replacement will be sent. And also the reason for your warranty claim.

8. You will then receive a claim number and details of what to send and the address details of all 3 of our offices.

9. We will also send you an email with all this information, in case you forget any of it!

10. Then simply send off your LELO product and we will aim to get you a replacement just as soon as possible.

11. If you have any issues with our website during any of the steps above, then please use Mozilla Firefox.

---------------------- ---------------------- ---------------------- --------------
You will need to find your receipt for your Ina and make a photocopy of it to send it along with your broken one. Also, to register yours online before sending it back, you will need to enter the serial number which is on the back of the warranty booklet. Once you register it online and start a claim on it, you will be given the claim number (described in step 8) which needs to be included in the package as well.

Hope this helps.
11/08/2010
Contributor: Victoria Victoria
Just to let y'all know, I did ping Candice earlier and asked her to address this thread when she gets a chance.

And thanks to Selective Sensualist for being helpful in the interim!
11/08/2010
Contributor: Naughty Student Naughty Student
So helpful Selective Sensualist. I'll have to keep note of this if ever I encounter any issues myself!
11/09/2010
Contributor: Viktor Vysheslav Malkin Viktor Vysheslav Malkin
Quote:
Originally posted by Victoria
Just to let y'all know, I did ping Candice earlier and asked her to address this thread when she gets a chance.

And thanks to Selective Sensualist for being helpful in the interim!
Absolutely awesome!

Sorry you had this problem Greta, EF is great, and I bet they will get everything sorted out.

Selective Sensualist did such an awesome job with her post!
11/09/2010
Contributor: Adriana Ravenlust Adriana Ravenlust
most manufacturers will tell you to organize the exchange through the retailer anyway. So I'd go that route first
11/09/2010
Contributor: Illusional Illusional
Quote:
Originally posted by Selective Sensualist
To get a replacement for your Ina, you will need to mail it back to them after filling out the warranty/claim information on the LELO.com website.

Below are a list of instructions which were e-mailed to me from Aimee Jaques, a LELO customer ... more
Wow, I'll have to keep this handy as well if ever needed. Thanks!
11/09/2010
Contributor: ScottA ScottA
Lelo really should have replied to you. It looks very bad when they don't reply to questions or concerns. I try to be diplomatic when a company doesn't get back to me with a review question, but what's going through my mind is "they don't care about either this product or their customers - or both - so which is it?"
11/09/2010
Contributor: Neuron Geek Neuron Geek
I would recommend to contact EdenFantasys customer service to get a replacement if your order was placed within last 60 days. You might get a new one much faster.
11/09/2010
Contributor: lamira lamira
Thank you for telling me this information. Ina was one of the toys I had on my wish list.
11/09/2010
Contributor: Greta Greta
Quote:
Originally posted by Neuron Geek
I would recommend to contact EdenFantasys customer service to get a replacement if your order was placed within last 60 days. You might get a new one much faster.
I did that! And so far, nothing.
11/10/2010
Contributor: Greta Greta
Quote:
Originally posted by Greta
I did that! And so far, nothing.
They got back to me! yay!
11/16/2010
Contributor: VioletMoonstone VioletMoonstone
Yay! Did you get a new one?
06/30/2011
Contributor: Glinteye Glinteye
good luck!
10/04/2012