Tag Archives: Kidde

When Companies Get Too Big …. Amazon & Fire Extinguishers

The following letter is self-explanatory. I am posting it here as an example of what happens when companies get so large they can stop paying attention to legitimate concerns from customers about the products they sell. Before reading the letter, note that it was sent to the address on amazon.com where its “Conditions of Use” are set out. The letter was returned to me with stickers stating “Wrong Address” and “Unable to Forward.”  The address is still shown on the amazon.com website. today.

Here is the letter:

Gentlemen:

In early January 2018 I purchased from Amazon.com a pair of Kidde fire extinguishers. They arrived in good order, with the date “2018” stamped into the bottom. Since these items have had issues related to the expiration of their useful life, I inquired of Kidde through its website about the precise meaning of the year stamp. Despite automated assurances, Kidde did not respond. I asked a second time and a third time.

I then filed the following review on Amazon.com to inform other potential customer of the issue and Kidde’s lack of response:

from Paul M. Ruden on February 3, 2018

 

Kidde failure to respond re expiration date

 

I don’t know whether this thing will work or not. Bought in early Jan. 2018. “2018” is embossed into the bottom. Have written Kidde thru its website 3 times to ask exactly what that means. Unlikely it means manufactured in 2018 since I bought it so early and received it quickly. If it is an expiration date, I am due a refund. Automated response to one message, then nothing. Unacceptable to ignore my question.

 

Amazon.com rejected the review by email with the following statement:

Your review could not be posted to the website in its current form. While we appreciate your time and comments, reviews must adhere to the following guidelines:
http://www.amazon.com/review-guidelines

We encourage you to revise your review and submit it again. A few common issues to keep in mind:

 

•          Your review should focus on specific features of the product and your experience with it. Feedback on the seller or your shipment experience should be provided at www.amazon.com/feedback.

•          We do not allow profane or obscene content. This applies to adult products too.

•          Advertisements, promotional material or repeated posts that make the same point excessively are considered spam.

•          Please do not include URLs external to Amazon or personally identifiable content in your review.

The Amazon “guidelines” appear at  http://amzn.to/2dpw6DK and are 1,584 words in length. Amazon’s response does not specify in what particular respect my review violated those guidelines. I am left to guess, rewrite, refile and wait for perhaps another rejection.

Your treatment of this issue, which could affect the performance of a vital safety-related product, is no different in substance from the non-response of Kidde. It is equally unacceptable.

As a long-standing Amazon customer who buys many products every year, I expected better treatment. I am therefore asking, one last time, that either you promptly answer the question I put to Kidde and identify in which specific respect my review violated your review policy, and, failing that, provide for an immediate free-return-shipment of the products.

I await your prompt response.”

Caveat emptor.