EZ Cooldown Customer Service (have to vent)

[Calun the Bat]

So, my best friend Nori has an old EZ Cooldown vest, and she swears by it. So when I commissioned my fursuit, she bought me one as a gift! I was super excited (and she really shouldn't have spent that much on me. )


Anyhoo, when I got the vest, the inserts didn't fit in the pockets/match the velcro right. It ended up tearing and ripping at the mesh of the vest. After talking with customer service for a bit, i was hopeful. They were kind and cooperative. (and I'm always polite and humble. Because I believe in manners, and because I know how it is to deal with the nasty public, and would NEVER be rude to someone who's working.)


However, that quickly changed when they asked for photos. They said that the vests were fine and demanded I send the replacement vest back. Even if the vest is the right model, it doesn't change the fact that the vest and inserts do NOT match up or work the way that they say they're supposed to. And now I'm being accused of being wrong by them, and they're refusing to try to help me figure out what's wrong.


I've dealt with off-putting and rude service before, but never a customer service quite so full of a 180 turn. Totally polite and nice, and then suddenly "YOU'RE WRONG. IT'S THE RIGHT VEST. SEND ONE BACK AND DEAL WITH IT." Paraphrasing, of course. The actual wording was more of a... stern teacher whom you dislike.


Anyway, I'm VERY annoyed that they sent the right vest, and therefore assume that there's nothing wrong.


Like... sure the model is right. Ever think that there's... oh I dunno... SOMETHING WRONG WITH THE MODEL? Or the particular vest or vests?




But no. EZ Cooldown decided they don't need to try and help their customers figure out how to make broken products work.


Just pretend that their product is flawless and nothing could go wrong. CLEARLY I'm just too f***ing stupid to work it out myself.


I politely replied to their last, rude email by saying along the lines of "Very well. I'll ship back the second vest. The inserts still don't work the way you showed, so I'm not entirely sure what to do with it." Then I explained with even more detail how the inserts go too far to meet the velcro right, that the way the velcro rests is too thin a meeting point to hold, and so on.


Anyway, it looks like Nori and I are going to look at modifying the first vest, and just deal with it, since I'm assuming that I probably won't even get a response email.

[Ventus Fall]

I can go into detail about the guy behind it, and that I find that system kind of pointless But that's not the point here xD
I'm sure people need a cooldown system, but... to charge so much for something like so? I dunno...
I personally never needed a cooldown vest. I don't overheat like some people do in a suit, but there are also other ways to cool down. I can use the money for something else xD

Regardless, I would hold firm and not send the vest back. Or send the original back and keep the replacement
They are by law bound to give you a fully functional product. If they failed at that they should cover any (extra) expenses made. And if you demand to have your money returned (or in this case to Nori), they should uphold by that. I believe their homebase is in the Netherlands, and I know the laws there pretty well, especially with regards to buying-selling stuff ;P  They have to abide by those.
Heck, if you'd want to, I can call in to consumer-care to see if I and they can help you.

[Calun the Bat]

Yikes. Really? Well, I guess after they devolved their support's manners so quickly and got curt and demanding, I guess I shouldn't be surprised. Honestly, I felt the same about a freeze vest. Nori swears by hers, and I'm still quite grateful for the gift though. Roughly 211 USD is pretty heavy a cost. For that price I expect a much better service, too.


The only reason sending one vest back doesn't bother me, is because they are both the exact same in every way. And they even said I can make it quick and cheap by putting it in one of those big envelopes. So I talked with my dad who had one lying around (not the nice ones with bubble sheets, and we're looking at shipping it back in that. The literal cheapest envelope that will fit it. If they're going to be rude and cheap, then they can get cheap right back. And... I guess passive-aggressive? lol


I really, really dislike confrontation, but their behavior is shockingly rude and unprofessional for the good things I've seen people say.


Hmm... I'm not sure about the calling. I mean, I personally would welcome the help. But my concern is that since Nori paid, they'd want to go through her. And even if you were able to help, I'm worried that they'd want it all back if they refunded her. (and I want to keep one vest and insert, since it was a gift and it fit well since it's adjustable. We just have to Frankenstein the inserts to make it work.


I'm not sure...


Do you think any of it would be worth trying to talk to them about it?

I can go into detail about the guy behind it, and that I find that system kind of pointless But that's not the point here xD
I'm sure people need a cooldown system, but... to charge so much for something like so? I dunno...
I personally never needed a cooldown vest. I don't overheat like some people do in a suit, but there are also other ways to cool down. I can use the money for something else xD

Regardless, I would hold firm and not send the vest back. Or send the original back and keep the replacement
They are by law bound to give you a fully functional product. If they failed at that they should cover any (extra) expenses made. And if you demand to have your money returned (or in this case to Nori), they should uphold by that. I believe their homebase is in the Netherlands, and I know the laws there pretty well, especially with regards to buying-selling stuff ;P  They have to abide by those.
Heck, if you'd want to, I can call in to consumer-care to see if I and they can help you.

[saph the sergal]

https://twitter.com/EZ_wolf

go to the top first before branding them as all bad

you may have gotten a grumpy person that day

[Ventus Fall]

I'd talk to Nori about it. While she did pay it, you're the one who's experiencing a badly made product. It's only normal you want a proper vest. (Not sure how you and Nori are, but for myself: I'd expect my friends if they get a gift and they are unhappy with, to make sure they get something they are happy with )

Whether or not you got by-chance a grumpy person, that's no excuse for a company, especially if so much money is involved. It also seems to have been not happening in one day but seems to have been going on for a while?
Regardless, I understand not wanting confrontation, but if you (or Nori) have the proof of purchase and you have proof of a faulty product, they have to give you a new one (which apparently they have with the replacement, so they did acknowledge at first you had a faulty one) or give you your money back (or to Nori in this case).
I just find it odd they'd demand you send the replacement back after they sent it to you. That's their fault for not having checked out the original one first.

(I dunno, sorry if I seem to be rambling, my head isn't clear at the moment, but I hope you can make sense of this? ^^; )

In the end: It's not your or Nori's fault. She just wanted to give you something nice, and that's very kind of her ^^
It's such a shame that you've been experiencing this the way that you are. I'd suggest: Please don't let Nori's money/gift go to waste because they can't apparently give you a proper product. In the end Nori wants you to enjoy your cooling vest, and you're not at this moment.

[Calun the Bat]

Yeah, I agree though. I guess ultimately we're just going to make it work. And I'm giving their precious second vest back in the most passive-aggressive way I can, since they decided to get rude and cut communications, refusing to help.


That's okay. We're off to the Mojave in a day and a half roughly, so I'm just gonna ignore them and go have fun.

[Calun the Bat]

Update: (all quotes are summarized, not word for word) I modified a review on Facebook, which was admittedly a little harsh. My review was honest; where I simply said "look, the product is fine, but the service was awful". They left a double post that was maybe five paragraphs long berating me and trying to shout to the world that "they can't help it if a customer doesn't understand how their product works."


Which is cute. They messed up, and even being harsh I was well mannered (I hate confrontation, and will typically be passive-aggressive at worst) and essentially said that I was stupid, and that was all there was to it.


So I left a new review saying in bold "I LIKE THE PRODUCT A LOT. The vest simply doesn't work as described." - Then Nori commented leaving me support, telling them  "no, his vest does NOT work the way mine does. He is completely correct here."


I'm not surprised a company like theirs cut contact after assuming I was wrong. Companies being jerks and not caring about their customers isn't new. But I was surprised that they got petty and called me stupid.

[Ventus Fall]

I know I'm a broken record by now, but... Honestly, right now I'd demand they pay you back (before you send them back the faulty product).

I'm so sorry you're experiencing this... This is horrible. All I can say is you spread the post everywhere you can, mentioning you've had contact with them, only for them to shove it all off themselves, excluding them from the blame they gave you a faulty product.
That's what they get if they can't communicate properly with you and handle the situation appropriately.

[Calun the Bat]

I agree. And Nori had mentioned to me the idea of a vest review of her vest (the old model). I'm considering making one of my own. Which would be neat too, because then people would be able to see visually what was wrong with it. If they're insistent on accusing me of 'not understanding', then I guess it'll have to fall on me to show that they're just a gaggle of rude dupeks who are essentially victim-blamers and make it clear that there's a very real flaw with the product.


I detest confrontation, but I also will NOT stand for being called a liar or treated as thought I'm stupid by a company so petty, that they'd fabricate lies about our communication in order to avoid helping a customer that has a problem with their product.

[Ventus Fall]

I don't like confrontation either, but if I'd be in your situation, about a vest that cost so darn much, I'd demand my money back. (I know Nori paid for you, but I think that is the step you two need to look at.)
If they fail at doing so the net step would be to publish the bad review, as you would have given them one more chance to make it right.

See, I seea big difference also between their return policy and what policy they have to uphold via EU laws.
http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm
On EZ's website they say you have a one-year return policy. On the Europa site they are talking about 2 years even.

Use that website to demand your money back or to get a good suit. Don't mention the website, but mention EU law.

"You have made it abundantly clear you do not want to provide me with a proper product. I have a faulty product and according to EU law I am in my right to get a full refund or a a replacement free of charge. If you do not comply I will have to take further action."

Make it short but extremely clear you're not up for anymore bullshit.
I'd try that before making a public review. If they fail to comply, you can take legal action to demand your money back.
I think it's definitely worth looking into getting some free advice from a person who deals with this sort of stuff. I'm sure in the US (as I assume you are from) there are consumer organisations dedicated to protect the consumer. Often you can contact them (via telephone or arranging a meeting) to get some free advice how you can get your money back or (if you still want to try this rote) get a replacement vest that actually works. You have the proof of a good-working suit and of a faulty suit (Nori and yours). As well as correspondence via mail as proof of their way of handling things.

I think they are holding up behind a wall that you can't get to them because you're not in Europe, but they forget the EU has laws and works all the way in the US too if a consumer buys a product from a company based in the EU.
See, where a product is bought, that is the  place the product falls under law-wise.

[Timmy Fox]

As one who owns one of these (newest version, I believe) .. I'm curious, would you mind sharing the pictures so that we could see what the issue is? I'm just curious about comparing to my own.

[Captain Degenerate]

Ehh I generally have patience for customer support even if they are doing a horrible job. - Course I never contact them anymore since they usually give me solutions I have already tried.


But yeah I can see why you are pissed the company gave you trash.

[Nori]

*nosing myself in here *


So my vest was purchased a year ago, and it was just the vest with velcro for sizing adjustments, and the inserts. His vest had velcro on the inserts as well as velcro on the openings of the pockets. Which I love the idea behind it and will be making velcro closures for mine when I have a spare moment!


The problem lies now in that while they added velcro (and the velcro on the inserts would wear the mesh of the vest overtime without hooking to its counterpart) they did not change the size of the pocket to compensate for making the velcro on the vest hook with the inserts. Basically where the inserts lay with mine are a bit below the opening, maybe a quarter-to-half inch between the top of the insert and the top of the pocket. Calun's is the same way, so now with the velcro forcing him to hook the insert velcro to the pocket velcro to prevent damaging the mesh, there is the same quarter or half inch of space, only now its the bottom of the pocket. So the weight of the inserts pulls and detaches from the pocket velcro if it's loose enough to be breathable.


If they made the pockets shorter to where the top of the inserts would line up with the opening of the pocket, there won't be a problem. But thee pockets are the same size between the old and new vests, and as such the same spacing causes the problem with the inserts being supported solely by the velcro, and not resting on the bottom of the pocket, like would make the most sense.


Course I don't have any pictures, but comparing mine and his, literally the only difference is the added velcro, and the pockets needed to be made shorter to make the design work the best. If the vest is tigher there isn't a problem, but they told me when I contacted them that they updated it so people could wear it looser, but that isn't the case if the design of the pocket size doesn't change as well.

[Calun the Bat]

As one who owns one of these (newest version, I believe) .. I'm curious, would you mind sharing the pictures so that we could see what the issue is? I'm just curious about comparing to my own.

I've still got my stuff from camping and con all lumped together (mostly). I'll try to go pull the vest and inserts out so I can show you, when I have the chance. I'm also unfortunately very sick today, so I'll be recovering for a bit before I do anything. :\

[Armalite_]

Being a business owner myself I can say you're dealing with a piece of work over there.

Normally if I get a customer who has an issue with the product I will ask to see it myself and identifying the problem with them to see if there's something I can do to fix it myself. If I experience the same defect they do and can't help, I replace the item and ship theirs back to the manufacturer for warranty replacement.

Now if a customer is VERY insistent that they're CERTAIN something doesn't work when it does, I still replace it (withing reasonable time of purchase). Why? Because that's good business practice.

I tell my employees every single day: "The customer is always right, even when they're not."

I'd leave a bad review too.