ComplaintsforUMR Technologies LLC

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ***************************** was my contact for a replacement of my sons bubble lamp in October 2022. The replacement bubble lamp was delivered damaged and had to be exchanged for a different replacement. The replacement was finally received and ***** confirmed that the replacement lamp was warrantied of defect for 1 year from delivery of the replacement. Within 90 days the charging cord malfunctioned. I emailed ***** and she denied replacement and became unresponsive. I advised ***** the cord has no visual damage and that the defect was guaranteed coverage for a year. I asked to resolve the issue but have not been able to make contact since my last email on 1-20-2023. I am asking for a replacement of the charging connector or I am happy to return my item for a refund and repurchase from another company.

  Business response

  02/22/2023

  The customer ********* complained that the charging cord for her replacement bubble lamp malfunctioned within 90 days of use. She was right in that this should be covered under warranty for a free replacement for up to a year. Two errors occurred on our behalf that made our SensoryMoon customer representative, *****************************, unable to deliver the correct resolution to *********'s issue. The first was that ***** mistakenly looked at the purchase date for the first bubble lamp ********* purchased, which was purchased over one year ago rendering it outside of the warranty. Of course, *********'s replacement was received only 90 days ago and was still under warranty - ***** now realized her mistake and has apologized to *********. The second and bigger issue was that our customer service ticketing software mistakenly buried *********'s subsequent emails so ***** could not see her replies. This explains why *********************** ***** became 'unresponsive'. We believe this occurred due to our email forwarding not being set up in an ideal fashion, and we have since resolved it by integrating directly with our email inbox. Ultimately, ***** has sent ********* the replacement power cord she requested as the desired settlement.

  
  

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