ComplaintsforAmden Corp

• Initial Complaint

  12/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted customer service at ********************** regarding needing a replacement washer/gasket covering the on an off button on my electric toothbrush and received a message stating that I needed a replacement handle.Subject Cracked On/Off rubber gasket/washer I have contacted you previously regarding this issue. You advised that I needed a new handle. There is nothing wrong with my handle other than the rubber gasket / washer over the on and off being cracked. I find it difficult to believe that you would rather I place the toothbrush in a landfill rather than simply replace the rubber washer/gasket. Please assist me with obtaining this rubber washer/gasket. Thank you.***************************** ********************** <*************************************************************>Sent: Tuesday, October 25, 2022 2:24:27 PM To: **************** <**************>Subject: RE: Cybersonic Contact ********************,Thanks for contacting us. We would certainly prefer not to replace the entire handle if not necessary. Unfortunately, due to the way the button is sealed in to the handle casing, there is no easy way to replace the button itself. Thank you, **************Cybersonic **************** *********************************** www.sonictoothbrush.com I am very disappointed in the response I have received from you regarding replacing the washer/gasket on the handle of my toothbrush. I know that the washer can be replaced on the toothbrush as I have changed out the washer on a previous toothbrush with one that I had saved when the battery had died. Perhaps I need to communicate with someone else in your customer service department who is more familiar with the toothbrush.Thank you very much for your consideration of my request. ***************************** I have not received any communication from Amden since my last request and am hoping you can assist in obtaining a new gasket/washer.Thank you ***************************** **************

  Business response

  12/19/2022

  Thank you for contacting us about the issue with your toothbrush. We are sorry to hear about the problem you experienced. We understand your concern about the lack of an ability to replace solely the power button on the brush instead of replacing the entire component. One of our earlier toothbrush designs did use a different power button system that did allow for the button itself to be replaced (though it had some other downsides.) However, on all our recent and current designs, the button is integrated and sealed into the body of the brush in a way that makes it difficult to replace and seal the button without the entire mechanism being opened. As this would be a complex and difficult process, we do not offer replacement buttons that would serve no useful purpose to our customers. We do of course offer our replacement program so that an active user can get new parts as needed at low cost. If you have not already, I would encourage you to contact the company to get assistance with replacing the broken component of your toothbrush.

  Thank you

  Customer response

  12/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

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