2nd table that broke on a client.....argh!!!

[sweetlilbrat26]

One of my seniors sat up today and the table cracked audibly. This is the replacement table of the one that broke on a client less than two years ago. It is under warranty, still, but from the website it looks like I have to pay the $100 shipping for them to replace it. I am SO not amused.

And I'll have to carry the old 42 pound table until I get my replacment.

 

[gotcuddles1]

ROS, that's awful! What kind of table is it?

Emily

 

[hihihiii!]

Earthlite Luna. It was a brand new design when I got the first one. I sure hope they've improved it!!

 

[katie1nel]

Wow, I've heard mostly good things about Earthlite.

I'm sorry you're having to deal with this. What a bummer having to cart around the 42-pounder. Do you have a cart for it?

Hopefully they'll send your replacement soon!!

Emily

 

[Patricia C]

The last time I had them replace it, it took a couple of months. I am a lot busier now, so that is a scary thought. I really wish they'd just issue a refund and let me get a table elsewhere. I had heard only good thing about Earthlite, too, so I think it is just a failure in this design - which maybe they have fixed by now. But it will be very hard to trust a table that has broken on me TWICE. Both times when the client merely sat up after the massage. I work with seniors - this table has not been abused in any way. I was gun shy after the first time but made myself get over it. Now.....ugh.

 

[C-is-for-cookie]

The last time I had them replace it, it took a couple of months. I am a lot busier now, so that is a scary thought. I really wish they'd just issue a refund and let me get a table elsewhere. I had heard only good thing about Earthlite, too, so I think it is just a failure in this design - which maybe they have fixed by now. But it will be very hard to trust a table that has broken on me TWICE. Both times when the client merely sat up after the massage. I work with seniors - this table has not been abused in any way. I was gun shy after the first time but made myself get over it. Now.....ugh.

Ugh indeed! I would be sure to explain to the customer service rep you speak with that is the SECOND time that has happened to you and what can they do to assure you that it won't happen again?

They may be willing to work out a special arrangement.

Angela

 

[julie(:]

You should ask for a different model for replacement?
Personally I have earthlite spirit and have had no probs.

Let us know how the customer service is!

 

[marizel]

You should ask for a different model for replacement? Personally I have earthlite spirit and have had no probs.

I agree. My Earthlite Spirit is very sturdy. I've had it for 7 years, used with heavy clients, and I have a technique that requires me to lean on the table, adding my body weight along with my clients. It still behaves like a new table.

I think it's time to get tough on that phone call as well. Point out that this is the second time this has happened, you shouldn't have to pay any money at all for return shipment & you'll be posting their response on Bodywork Online, a popular website for massage therapists. Maybe you can tell them how many members MassagePlanetL has & how many hits the website gets each day as well.

Good luck. I would be beyond frustrated. You have our empathy!

 

[Nawwhhs]

We have about 100 Spirits nationwide and have only had one crack.

Earthlite has been great about replacing things - ask for Rebecca Lowder in Customer Service.

 

[waynetta180]

We have about 100 Spirits nationwide and have only had one crack.

Earthlite has been great about replacing things - ask for Rebecca Lowder in Customer Service.

Thank you!

I think I will ask for the Spirit LX. It isn't much heavier than the Luna and is only $10 more, so it's not like I'm asking for a lift table to replace a portable.

 

[Chaoz Fantasy]

They will replace the table, but I do have to buy a box and ship it at my expense. I can't say I am satisfied, but I have to have it.

 

[Yia!]

I'm so sorry to hear that. That's a BIG Box!

Are you getting a different model?

 

[mottthedog]

I think you should go up the corporate ladder a bit further. There is no reason you should need to pay shipping for the second time in two years on a faulty product.

If you really want the Spirit, I think you should offer to send them a check for the difference in price, but no charge to you on shipping or on sending back the broken table.

Once is enough. They need to cover the cost this time. t074

 

[Maggiegirl]

I haven't settled it, yet. I will keep you posted. Thanks for the support.

 

[Tasha Posey]

I think you should go up the corporate ladder a bit further. There is no reason you should need to pay shipping for the second time in two years on a faulty product.

If you really want the Spirit, I think you should offer to send them a check for the difference in price, but no charge to you on shipping or on sending back the broken table.

Once is enough. They need to cover the cost this time. t074

I agree.
Something along the lines of "I understand that your typical policy is for the therapist to pay shipping to return the table however that is what I did X months ago. (Months sounds shorter than years) I'd like to know how you plan to take care of this situation since I don't feel it fair to pay this expense twice in row, do you?"

:-D Polite but firm.

 

[ansmenam]

I faxed a letter to them today, and after work found a message in return. They will send a pick up ticket for me - I won't have to pay return shipping. And they will upgrade me to the Spirit LT. It was all a very pleasant exchange - good customer service. I'll keep you posted if anything changes - and I'll let you know when I get my new table, of course!

 

[mamacita]

That's great, RoS! Glad to hear it.

 

[Marlena C]

Glad to hear that they are taking care of you. Having a problem once is bad enough, but twice...grrrr.... :evil:
Hope everything works out well and you get your new table soon!

 

[susudio]

I heard a loud crack when one of my family members got up on their hands and knees before getting off the (Master Massage) table: they had cracked the wood underneath. It was out of warranty, so my creative hubby added a thin piece of plywood to that side. It worked fine and I have had no problems since.

 

[classigal888]

I have had the Spirit LT for a little over a year and been very happy with it. Use it at home, many heavy clients. I hope it works for you!