Adventures in Customer Service
In January my beloved Nalgene bottle developed a hairline fracture on its threads and started leaking. This is the rather unusual email exchange I had with Nalgene’s customer service, edited only for privacy.
To: nnics@nalgenunc.com
From: Andrew Watt
Date: Tue, 20 Jan 2009 13:23:51 -0600
Subject: Product warranty and replacement query
A Nalgene bottle that I purchased in 2005 from nalgene-outdoor.com has
recently begun to leak. Although I can’t find any reference to it
online, I was under the impression it had a lifetime guarantee. This
bottle has only experienced normal usage, so I'm writing to inquire
about my options for replacement or reimbursement. Thanks.
To: Andrew Watt
From: Casey, Barbara H
Date: Tue, 20 Jan 2009 16:00:52 -0500
Subject: RE: Product warranty and replacement query
Hi Andrew,
Please let me know the style of bottle, color preference, and your address. I’ll send to you a replacement bottle.
Best regards, Barb C
Barbara Casey
Nalgene and Nunc products
Thermo Fisher Scientific
Customer Service Representative
800-625-4327 xXXXX
To: Casey, Barbara H
From: Andrew Watt
Date: Tue, 20 Jan 2009 15:52:25 -0600
Subject: Re: Product warranty and replacement query
Barb,
Thanks for the quick reply!
My old bottle was a green N-Gen with a black cap, but I'm not sure if
those are still available. If possible I'd now prefer a BPA-free N-Gen (which http://www.nalgenechoice.com/ngen.html says will be out in
January—I can wait if they’re not available yet). My color
preference would be green or blue.My postal address is:
(removed)
To: Andrew Watt
From: Casey, Barbara H
Date: Wed, 21 Jan 2009 15:19:41 -0500
Subject: RE: Product warranty and replacement query
Hi Andrew,
I found out the N-Gen bottles in the new material have been pushed out because of problems with leaking from where the caps screw onto the bottles.
I have one opaque platinum bottle, orange and pink. I'm holding the platinum for you, unless you would prefer a translucent orange or pink.
I'm sorry about the limited N-Gen choices. Would you like any other style bottle instead?
Please let me know which one you'd like.
Thank you, Barb C
Barbara Casey
Nalgene and Nunc products
Thermo Fisher Scientific
Customer Service Representative
800-625-4327 xXXXX
To: Casey, Barbara H
From: Andrew Watt
Date: Wed, 21 Jan 2009 14:57:38 -0600
Subject: Re: Product warranty and replacement query
Barb,
That’s too bad! I always liked the 24-oz. size of the N-Gen.
Given these options I think I would prefer a different style: one of
the new BPA-free 32-oz. widemouth bottles, in green. Thanks.Andrew
To: Andrew Watt
From: Casey, Barbara H
Date: Thu, 22 Jan 2009 09:38:07 -0500
Subject: RE: Product warranty and replacement query
Hi Andrew,
Unbelievably, a case of 12 bottles has shipped to you! The package is shipping on UPS tracking # 1ZXXXXXXXXXXXXXXXX (if the tracking # doesn’t show yet, it is a matter of timing, and will display later).
You are welcome to keep these; the expense of shipping and restocking would just about offset the value of us receiving the bottles back.
Is that OK with you? (What a surprise!)
Sincerely, Barb C
Barbara Casey
Nalgene and Nunc products
Thermo Fisher Scientific
Customer Service Representative
800-625-4327 xXXXX
To: Andrew Watt
From: Casey, Barbara H
Date: Thu, 22 Jan 2009 14:45:27 -0500
Subject: Here is paperwork to return the case sent in error FW: Product warranty and replacement query
Attachment: RGA_60021191.pdf
Hi Andrew, As I thought about it, could you please return, or refuse delivery of the case of bottles? I hope to be able to stop the shipment before you receive it. I’ll send out a single green bottle, so the complete case can be returned. Please use our UPS account # XXXXXX to ship back the case.
Thank you! Barb C
Barbara Casey
Nalgene and Nunc products
Thermo Fisher Scientific
Customer Service Representative
800-625-4327 xXXXX
To: Casey, Barbara H
From: Andrew Watt
Date: Thu, 22 Jan 2009 14:21:32 -0600
Subject: Re: Here is paperwork to return the case sent in error FW: Product warranty and replacement query
Barb,
Wow, that definitely would have been much more of a replacement that I
expected!I’ll try to refuse delivery if I am home when the package arrives. If
not, I’ll return it. Do I need to do anything with the paperwork you
sent me, or is it simply for my reference?Andrew
To: Andrew Watt
From: Casey, Barbara H
Date: Thu, 22 Jan 2009 15:28:14 -0500
Subject: RE: Here is paperwork to return the case sent in error FW: Product warranty and replacement query
Hi Andrew,
The paperwork is mainly for the records here in the office.
Thanks so much for your help!
Sincerely, Barb
Barbara Casey
Nalgene and Nunc products
Thermo Fisher Scientific
Customer Service Representative
800-625-4327 xXXXX
To: Andrew Watt
From: Casey, Barbara H
Date: Mon, 26 Jan 2009 11:09:10 -0500
Subject: 32oz bottle to deliver 1/23/09 on UPS tracking # 1ZXXXXXXXXXXXXXXXX
Hi Andrew,
Your 32oz replacement bottle will be delivered on 1/28. I was able to stop the case (!) of bottles from being delivered to you.
I see that blue N-Gen bottles are expected the middle of February, so I have one of those on order for you, at no charge.
Thanks for your patience with all of this!
Sincerely, Barb
Barbara Casey
Nalgene and Nunc products
Thermo Fisher Scientific
Customer Service Representative
800-625-4327 xXXXX
The 32-oz. bottle arrived as expected and has been excellent so far. I’ll update again when I receive the N-Gen. Thanks for the help, Barb!
