I keep track of how much time I expend after Ive paid for a product that develops a problem:
A) to find the right person to speak with in customer service about the problem
B) to explain to the CSR what the problem is without being interrupted or told this has never happened before when this happens, I have to start all over again

Oftentimes, I have to explain the problem again because the CSR thinks they know what the problem is before Ive finished explaining it, or they answer a question I did not ask! [This is a recent phenomenon in our culture.] In which case, I have to start all over again. The fascination with speed that many CSRs have, that Ive encountered, negatively impacts overall customer service satisfaction. Problem-solving without listening is asking for trouble.

So I keep track of my time and what I have to go through to [hopefully] have a problem resolved. I also note when it reaches a point of diminishing returns, as it did with Promolife.

WHAT A GOOD BUSINESS THAT PUTS THE CUSTOMER FIRST LOOKS LIKE
They also take into account what youve purchased in total from their company, and how long youve been buying from them.

MOST RECENT EXPERIENCE WITH PRODUCT MALFUNCTION [May 9-10 2016]
In December 2015, I purchased a TDP Lamp [$129] from Promolife, located in Fayetteville, Arkansas. Not only did I purchase a TDP lamp but three heating pads of various sizes. The total was over $329.00 for all items.

On May 8, the lamp stopped working. The company was not open when the lamp malfunctioned, so I called the next day.

After my three calls to Promolife, and then their call to the manufacturer, it was suggested that the lamp stopped working because a fuse had blown. I was directed to open up the plastic housing under the lamp and replace the two fuses. Two fuses were included when the lamp was shipped. Do you assume blown fuses are a problem with this lamp? I do now.

When I opened the plastic housing under the lamp, I saw to my horror that the components of the lamp were a jumble of wires. Nothing had a place where it fit comfortably so as not to be compromised or have its function impeded once the heavy plastic housing was shut and screwed closed.

What had happened was this: one of the fuse holders was misshapen and I could not extract the fuse to replace it. It looked as if when assembly was completed that the jumble of wires was pushed into the housing and this one fuse holder was compromised.

The compromise happened because behind this fuse and on the plastic housing was a liquid which looked like something had melted.

I asked the CSR if she had seen one of the plastic housings of the lamp I was referring to; she had not. So not having seen the housing, she had no visual of the manufacturers shoddiness when assembling the housing with the jumble of wires. And what potentially could happen when wires are shoved haphazardly under a heavy plastic housing.

Yes, I took pictures and sent them to the CSR.

HOW DO YOU TABULATE YOUR TIME?
AND WHAT VALUE DO YOU PLACE ON YOUR TIME?
It took time for all my telephone calls, the cost of those calls, my emails to, and answering emails from, Promolife, taking pictures, emailing the pictures, and yes, lets not forget, going without the product.

When I calculated the costs of all of the above, I realized I had reached a point of diminishing returns with this purchase. This is an important concept to consider as a consumer. Is the company asking you to spend more of your money on something that is covered, in this case, by a 6 month warranty, which has the word limited in it, by the way, which is biased in favor of the company? And further, is the fault of the manufacturer.

I believe the answer in this case is YES.

ASKING FOR A REPLACEMENT LAMP
I asked for a replacement lamp as it was still under warranty. I was told NO. I was told that I had to ship it back at my expense! The lamp weighs 12 pounds.

I responded that given how the manufacturer assembled the housing of this lamp, I didnt trust that the same thing would not happen again, and asked again that a new lamp be shipped to me.

Promolife said NO. I had to pay shipping there [about $15], and they would pay shipping back; this was their idea of a compromise.

ADDITIONAL COSTS
So now in addition to all of my time, my costs, the time of the CSR, the CSRs supervisor, the manufacturer Promolife was asking me to spend more money with a product under warranty. I would have to package the lamp, drive to the Post Office, drive back home. Then you have the cost of the package being received, the paperwork found, the repair person understanding what has to be done, the repair, and repackaging to reship. It would have been more efficient and cost effective to have a new lamp shipped to me.

What kind of a company insists that you throw more money after bad? Especially on the heels of how the housing under the lamp was a jumble of wires asking for a malfunction. When they had photographic evidence of the misshapen fuse, it should have stopped there and a new lamp should have been shipped as my lamp was still under warranty. However, Promolife said my warranty didnt include parts.

But the part was damaged by the manufacturer. And, the shoddiness of the housing is the issue here along with the warranty, as well as my concern that the same thing will happen again. Lets face facts: the manufacturer is suddenly not going to reconfigure the housing and place wires out of harms way.

NO ONE MENTIONED THE MANUFACTURERS SHODDINESS
It would have been different if Promolife had been concerned about the shoddiness of the manufacturer from whom they purchase these lamps, and wanted it back for evidence, or maybe to evaluate if they should purchase from another manufacturer. Or had taken a lamp apart to see to what I was referring. No. They were focused on fixing it, incurring more of my time and theirs, let alone mailing expenses, the time of the person to fix this etc etc.

From a customers point of view, this is penny wise and pound foolish.

From a customers point of view, this is also not good customer service, especially since they had pictures of the bent fuse I sent and the jumble of wires in the housing.

Common sense as well as economic sense seems to have flown out a window. Do the math, and put a dollar amount for all the time costs outlined in this review. And do it for anything like this that you encounter in the future.

It was particularly galling when the CSR wrote back: The estimated shipping cost will be around $15 USD which is all it will cost to get your lamp repaired and delivered back to you.

THIS IS NOT ALL IT WILL COST ME
And this is not all it HAS cost me.

Then it occurred to me: If Promolife believes this is all it will cost to get your lamp repaired then theyve left the customer out of the equation, havent they?

Businesses with these kinds of blinders on shouldnt be in business.

And, businesses should be familiar with their products and how theyre assembled, as well as potential hazards that might prompt customer complaints and returns.

A warranty is a warranty. Mine expires June 15. The date of this interaction with Promolife was May 9-10. Its not only the issue of the warranty, but also the shoddiness of the manufacturer which is the pink elephant in the room that Promolife doesnt want to talk about.

Because that means Promolife might have to place the reins on their profit margin and think.