Description of Event or Problem · 0
PRODUCT DETAILS: PRODUCT DETAILS - MOTIF MEDICAL BREAST PUMP (MOTIF AURA GLOW WEARABLE BREAST PUMP), MANUFACTURER: MOTIF MEDICAL. PROBLEM: THE PRODUCT WAS RECEIVED IN A DAMAGED AND IMPROPERLY SEALED BOX. THE INNER PACKAGING WAS ALSO RIPPED, AND KEY COMPONENTS WERE MISSING. PROBLEM DESCRIPTION: "I RECEIVED TWO SEPARATE PUMPS FROM THIS COMPANY IN AN OPENED AND DAMAGED CONDITION. THE FIRST PUMP I RECEIVED HAD A DAMAGED BOX, AND THE REPLACEMENT PUMP I RECEIVED ALSO ARRIVED WITH RIPPED PACKAGING AND APPEARED TO HAVE BEEN OPENED. MISSING COMPONENTS WERE ALSO A CONCERN. THE INTEGRITY OF THE PRODUCT AND ITS PACKAGING HAS BEEN COMPROMISED, WHICH RAISES CONCERNS ABOUT SANITATION AND THE SAFETY OF THE DEVICE FOR MEDICAL USE." THIS IS WHAT MOTIF REPLIED WHEN I REQUESTED A REPLACEMENT SHIPMENT FOR AN EXCHANGE FOR A DIFFERENT ITEM OR A REFUND HELLO! THANK YOU FOR REACHING OUT. WE ARE UNABLE TO DO ANY TYPE OF REFUNDS ON PRODUCTS, ESPECIALLY AFTER BEING OPEN. THE PUMPS COME DIRECTLY FROM WHERE THEY ARE MANUFACTURED AND WE DO NOT TAKE BACK USED PUMPS, SO THE PUMP IS NOT USED. WE REPLACED AS A ONE TIME COURTESY, PERHAPS THE PACKAGING WAS DAMAGED DURING PACKING. YOU SAID A BAG WAS ALSO RIPPED? AND WHAT PARTS DO YOU BELIEVE ARE MISSING? SEND A PICTURE OF THE PORTION YOU SAID LOOKED OPEN. ALSO CAN YOU CONFIRM YOUR SHIPPING ADDRESS FOR US TO SEND A RETURN LABEL FOR THE ORIGINAL PUMP YOU SAID LOOKED OPEN? BEST, MOTIF HELLO, THANK YOU FOR THE CLARIFICATION. AS PREVIOUSLY STATED WE ARE UNABLE TO DO ANY TYPE OF REFUND OR REPLACE AGAIN AS THE FIRST ONE WAS A ONE TIME COURTESY. WE WILL BE SENDING THE RETURN LABEL SHORTLY FOR THE FIRST ORDER THAT HAD A DAMAGED BOX. BEST, MOTIF DESPITE STATING THAT THEY ARE UNABLE TO ACCEPT RETURNS FOR USED PUMPS, MOTIF MEDICAL THEN REQUESTED MY ADDRESS TO ISSUE A PREPAID RETURN LABEL FOR THE ORIGINAL PUMP. THIS ACTION DIRECTLY CONTRADICTS THE POLICY THEY COMMUNICATED TO ME. PT CODE: 4580. DEVICE: 2312; 2284; 2912; 2978, 1069. REF REPORT: MW5176687.