Saturday, August 10, 2013

Honeywell HEPA Air Filter Claim for Repair August 10, 2013 Filed Online Model # 50255-HD

Received New Unit September 17, 2013


The story of this claim starts here and is quite obvious to follow along with as you read down the page. So I basically it starts with my description below which was originally a letter with the online claim which had to be paired down to a very small maximum of 2000 characters to explain the issue at hand and why I made contact through the same site where I registered my  product.


As it was suggested by the site that I keep this information for my records after registering it online, I simply thought I would do that right on my blog and report in real time the unbiased exact 


The text below is the first attempt to clarify verbally the issues at hand and the request I am making while in poor health and at his dire time of need, and I felt it clearly stated what this is all about, so you may read and follow the dates and times and check back in until it is complete and see what the outcome is.

(NOT COMPLETE AS OF THIS DATE,AND THE DAY THIS IS COMPLETE THIS WILL BE UPDATED TO READ SO)

I ave worked in many capacities in my professional life,and customer service, management,and marketing are my key assets in the professional world, outside of my mechanical skills and my personal expressions of art which are music writing and recording and performance,photography, drawing, and writing.


I have a Honeywell Brand Hepa Air Filter that I depend on for clean air and my poor health. 


This was a gift as I am going through disability with a plethora of problems. 


As this unit was a gift and I have contacted the giver to find where it was purchased, I have found it was from Home Depot. 


It has constantly stopped spinning and functioning on many occasions  since it was brand new, just a few weeks ago. It has less then two hours of use and I would like to find out about getting it replaced, as the first two days it worked I had felt better then I had felt with my allergies and breathing issues for YEARS!!! 


It is a great product, however it stops spinning and becomes very hot smelling and blows the individual power strip it is on as well as that it is on an individual and dedicated circuit with no other devices. 


The filter is like new, and the wrap around it has been cleaned well, and this solves nothing. When removing the filter I was able on three occasions to spin the turbine by hand with the switch in the on position while plugged in and it did spin again, but there is considerable resistance. 


As I have been a mechanic all of my adult life since age 16 and I am 45 years old now, it is very easy to see and understand with my vast experience and knowledge that there is to much resistance upon this particular electrical motor in this device and that it is quite obviously defective. 


There is no dust in the unit at all (motor itself) and the fuse is in excellent working order, as the motor does draw current. What is needed for me to get this gift replaced so I can continue to enjoy the high efficiency cleaning of the particulants out of my rooms atmosphere and help me to be a healthier man, as it did for the very few days it was operable?  


I also have a Honeywell thermostat on my Trane furnace and have been satisfied with Honeywell all of my adult life in other areas of home ownership as well, and would like to continue having great confidence in these products.  


I can clearly see that the electrical motor is manufactured by Kaz. The electrical motor's part # that is easily seen on a tag through the side of the unit with a flashlight is in it's entirety in three lines on the tag as listed:first line: 1A 15L 0003 ROHS CLB second line: 120v 50 Hz third line: P/N: 001 02068 001 . 


That is the extent of all of the information I have from this gift, my expertise diagnosis with out further dis-assembly beyond the mechanics of changing the basic filter, and desire to quickly resolve this issue, again for my severe health issues, as right now I have verified bronchitis and borderline pneumonia as I am typing this. 


As this was a gift, I do not have the receipt and it is not available either. I know it was purchased at a Home Depot and that it was roughly $ 175.00 a few weeks ago, I believe on or close to the purchase date of August 01, 2013. 


You may email and/or phone me at any time and if you can ship a unit or even a motor alone I would be more then happy to make the repairs as needed, as again I have excellent years of expertise with cars, home improvements, lawn mowers, professional bicycle repair, ad infintum. 


I appreciate a prompt follow up so that I may know where this claim stands, and what my next expected course of action can or shall be. I again appreciate your professional courtesy, and I am also curious if you can offer me recall information on these units for me to publish on my personal blog as well to share with others and prevent any problems. 


You may reach me via email anytime obviously, and by phone it is best from the hours of 8 a.m. - 5 p.m. M-F but anytime is great so that I can rectify this issue quickly as it seemed to help so much with my breathing so very quickly. 


I look forward to continuing being a loyal Honeywell patron and hope we can resolve this in a very timely manner as I have requested and clearly stated the issues and my concerns. 


Sincerely, John S. Swygert 


I have copied all of my available information for my blog entry thus far and hope to have a beautiful ending to this, thus far, dis-heartening story. 


This includes the model #, part #'s, symptoms, these statements, etc. 


Thanks again for your excellent timely response I look forward to in advance. 


Sincerely,


John S. Swygert 


Here is my Product Registration Information I recorded as suggested, which I also emailed to myself to store safely in a digital email file for future reference.

Product Registration


Model Number: 50255-hd
Registration Number: 20242

Thank you for registering your product with us.

Please print a copy of this confirmation page for your records.


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 Online Statement:

I have a Honeywell Brand Hepa Air Filter that I depend on for clean air and my poor health. This was a gift as I am going through disability with a plethora of problems. As this unit was a gift and I have contacted the giver to find where it was purchased, I have found it was from Home Depot. It has constantly stopped spinning and functioning on many occasions  since it was brand new, just a few weeks ago. It has less then two hours of use and I would like to find out about getting it replaced, as the first two days it worked I had felt better then I had felt with my allergies and breathing issues for YEARS!!! It is a great product, however it stops spinning and becomes very hot smelling and blows the individual power strip it is on as well as that it is on an individual and dedicated circuit with no other devices. The filter is like new, and the wrap around it has been cleaned well, and this solves nothing. When removing the filter I was able on three occasions to spin the turbine by hand with the switch in the on position while plugged in and it did spin again, but there is considerable resistance. As I have been a mechanic all of my adult life since age 16 and I am 45 years old now, it is very easy to see and understand with my vast experience and knowledge that there is to much resistance upon this particular electrical motor in this device and that it is quite obviously defective. There is no dust in the unit at all (motor itself) and the fuse is in excellent working order, as the motor does draw current. What is needed for me to get this gift replaced so I can continue to enjoy the high efficiency cleaning of the particulants out of my rooms atmosphere and help me to be a healthier man, as it did for the very few days it was operable?  I also have a Honeywell thermostat on my Trane furnace and have been satisfied with Honeywell all of my adult life in other areas of home ownership as well, and would like to continue having great confidence in these products.  I can clearly see that the electrical motor is manufactured by Kaz. The electrical motor's part # that is easily seen on a tag through the side of the unit with a flashlight is in it's entirety in three lines on the tag as listed:first line: 1A 15L 0003 ROHS CLB second line: 120v 50 Hz third line: P/N: 001 02068 001 . That is the extent of all of the information I have from this gift, my expertise diagnosis with out further dis-assembly beyond the mechanics of changing the basic filter, and desire to quickly resolve this issue, again for my severe health issues, as right now I have verified bronchitis and borderline pneumonia as I am typing this. As this was a gift, i do not have the receipt and it is not available either. I know it was purchased at a Home Depot and that it was roughly $ 175.00 a few weeks ago, I believe on or close to the purchase date of August 01, 2013. You may email and/or phone me at any time and if you can ship a unit or even a motor alone I would be more then happy to make the repairs as needed, as again I have excellent years of expertise with cars, home improvements, lawn mowers, professional bicycle repair, ad infintum. I appreciate a prompt follow up so that I may know where this claim stands, and what my next expected course of action can or shall be. I appreciate your professional courtesy, and I am also curious if you can offer me recall information on these units for me to publish on my personal blog as well to share with others and prevent any problems. You may reach me via email anytime obviously, and by phone it is best from the hours of 8 a.m. - 5 p.m. M-F but anytime is great so that I can rectify this issue quickly as it seemed to help so much with my breathing so very quickly. I look forward to continuing being a loyal Honeywell patron and hope we can resolve this in a very timely manner as I have requested and clearly stated the issues and my concerns. Sincerely, John S. Swygert p.s. I have copied all of my available information for my blog entry thus far and hope to have a beautiful ending to this, thus far, dis-heartening story. This includes the model #, part #'s, symptoms, these statements, etc. Thanks again for your excellent timely response I look forward to in advance. John S. Swygert

I then hit "ENTER" and I got this message:

 Please enter questions or comments of 1 to 2000 character sin length.
Please enter questions or comments of 1 to 2000 characters in length.
Please enter questions or comments of 1 to 2000 characters in length.

 , therefore I amended the statement to this:

 (It was a shame it let me type so much clear and pertinent information to only afterwards tell me I had to amend this, and I see that as a very poor choice on the programmers that did not make this warning or statement very clearly ahead of time for any customer going through this process online.) 

 I have a Honeywell Brand Hepa Air Filter.

As this unit was a gift, I have found it was from Home Depot. It has constantly stopped spinning and functioning on many occasions since three days after it was brand new, just a few weeks ago.

I would like to find out about getting it replaced, as the first two days it worked I had felt better then I had felt with my allergies and breathing issues for YEARS!!!

What is needed for me to get this gift replaced so I can continue to enjoy the high efficiency cleaning of the particulants out of my rooms atmosphere and help me to be a healthier man, as it did for the very few days it was operable?

I can clearly see that the electrical motor is manufactured by Kaz.

The electrical motor's part # that is easily seen on a tag through the side of the unit with a flashlight is in it's entirety in three lines on the tag as listed: (first line:) 1A 15L 0003 ROHS CLB (second line:) 120v 50 Hz (third line:) P/N: 001 02068 001 .

I currently have verified bronchitis and borderline pneumonia as I am typing this.

I know it was purchased at a Home Depot and that it was roughly $ 175.00 a few weeks ago, I believe on or close to the purchase date of August 01, 2013.

I appreciate a prompt follow up so that I may know where this claim stands, and what my next expected course of action can or shall be.

You may reach me via email, and by phone it is best from the hours of 8 a.m. - 5 p.m. M-F, but anytime is great so that I can rectify this issue quickly as it seemed to help so much with my breathing so very quickly.

I look forward to continuing being a loyal Honeywell patron and hope we can resolve this in a very timely manner as I have requested and clearly stated the issues and my concerns.

Sincerely, John S. Swygert

https://yourhome.honeywell.com/home/Applications/ContactUs.aspx

After this was finally accepted I received this confirmation and I will now await a reply and conclusion and update this blog entry as I go, for a persona record as well as to share the exact nature of the customer service I expect to receive from an excellent company.

 Furthermore, after a warranty request online this was my answer on the site for the specific warranty information, where I did indeed fill in the blanks with the proper information as requested, more specifically, under the "Select a Product Category" I chose, "Air Cleaners" and under the " Select a Topc" category I chose, "Product Warranty", and the "Enter Your Model Number" category I entered the model # this way 50255-HD as well as 50255HD, and neither request came up with a valid answer, and appeared exactly as below, with the exception of showing the choices I did indeed make which will not copy and paste here for my original proof of reference as I am doing my best to share.

 Obviously, the program for the site was written and not completely digitally edited, and therefore I find it to be a very very poor resource which is becoming thus far a complete waste of time and something no patron should have to experience with any company.

 With this type of issue, it makes me indeed wonder how well they will stand behind their product, and I will happily help them make their site something to be proud of, as I have also worked extensively with computers all of my youthful and adult life as well.

 Why build something that does not work right to start with at all? ...and then to see it at the website too is quite a failing !!!

 The best advertisement of any business is always word of mouth (BUSINESS 101) and this is not going very well in their favor thus far I have to admit.

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PRODUCT INFORMATION AND PICTURE BELOW


 Information below found at this web link:

 http://www.homedepot.com/p/t/202184299?langId=-1&storeId=10051&catalogId=10053&N=5yc1v&R=202184299#.UgXyAtLUnao
Honeywell True HEPA Air Purifier


Model # 50255-HD

Honeywell True HEPA Air Purifier

Internet # 202184299

Store SKU # 361314

$178.00 / each
END OF ORIGINAL BLOG ENTRY 4:53 a.m. August 10, 2013
Their Reply:
John,

Thank you for contacting Honeywell.

Support on your product is provided by KAZ Home Environment. You will need to contact KAZ Home Environment directly. Please visit the following website to link to product information and support:

http://www.kaz.com/

KAZ Home Environment can also be contacted in any of the following ways:

By Mail:

KAZ Home Environment
250 Turnpike Rd Southborough,
MA 01772
(Please do not return products to this address.)

By E-mail:

For product and order related inquiries: consumerrelations@kaz.com

By Phone:

If you are in need of customer support on your Honeywell portable Air Cleaner, portable Humidifier, Heater, or Electric Fan, or you would like to check on the status of any warranty repairs please call: 1-800-447-0457 or 1-800-332-1110.

Honeywell Customer Care

Suggestions and recommendations made by the Honeywell Customer Care are provided, without charge, as a complimentary service and are therefore given on the express understanding and agreement of the recipient that they are given without warranty (express or implied) or liability of any kind. It is the responsibility of the recipient of this message to verify that a Honeywell Customer Care Center recommendation or replacement suggestion is suitable for installation or implementation. This may require referring to product installation instructions, contacting the original equipment manufacturer (OEM), or contacting a qualified service person or taking other appropriate steps. Final responsibility for the selection and application of a control or procedure rests solely with the installer.

----------------------------------------------------------------------

Case Number:07937188

MY EMAIL TO KAZ: 12:20 A.M. 08-16-2013

 I am forwarding Honeywell's reply to me, as they said you would be able to address this issue with their product that you made the electric motor for, which is now not functioning. 

Please read below. 

Thanks

Case Number:07937188

Subject: Portable Products - heaters, fans & Humidifier - 50255-hd
Message body:

I am contacting Honeywell regarding a product:
That is currently in my home

Other:

Product line:
Portable Products - heaters, fans & Humidifier

Part/Model number:
50255-hd

First name:
JOHN

Last name:
SWYGERT

Street address1:
XXXXXXXXXXXXXXXXXX TERRACE

Street address2:

City:
CUMBERLAND

State/Province:
MARYLAND

Zip Code/Postal Code:
21502

Country:
United States

Email:
rokkinroll@gmail.com

Phone:
240XXXXXXX

Questions/Comments:
I have a Honeywell Brand Hepa Air Filter.

As this unit was a gift, I have found it was from Home Depot. It has constantly stopped spinning and functioning on many occasions since three days after it was brand new, just a few weeks ago.

I would like to find out about getting it replaced, as the first two days it worked I had felt better then I had felt with my allergies and breathing issues for YEARS!!!

What is needed for me to get this gift replaced so I can continue to enjoy the high efficiency cleaning of the particulants out of my rooms atmosphere and help me to be a healthier man, as it did for the very few days it was operable?

I can clearly see that the electrical motor is manufactured by Kaz.

The electrical motor's part # that is easily seen on a tag through the side of the unit with a flashlight is in it's entirety in three lines on the tag as listed: (first line:) 1A 15L 0003 ROHS CLB (second line:) 120v 50 Hz (third line:) P/N: 001 02068 001 .

I currently have verified bronchitis and borderline pneumonia as I am typing this.

I know it was purchased at a Home Depot and that it was roughly $ 175.00 a few weeks ago, I believe on or close to the purchase date of August 01, 2013.

I appreciate a prompt follow up so that I may know where this claim stands, and what my next expected course of action can or shall be.

You may reach me via email, and by phone it is best from the hours of 8 a.m. - 5 p.m. M-F, but anytime is great so that I can rectify this issue quickly as it seemed to help so much with my breathing so very quickly.

I look forward to continuing being a loyal Honeywell patron and hope we can resolve this in a very timely manner as I have requested and clearly stated the issues and my concerns.

Sincerely, John S. Swygert 

 ------------------------------------------------------------------------------------------------------------------------------------

 REPLY FROM KAZ ON 08-16-2013
Catherine at Kaz Consumer Relations
5:10 PM (1 hour ago)
to me


Dear John,
Thank you for your recent email.

I sincerely apologize for your unusual experience with our product, and any inconvenience you have encountered because of it.  Are you using the unit in an extension cord, power strip, or surge protector? Does using the unit directly in its own wall outlet change the performance?

Since the unit was purchased so recently, have you attempted to return the unit to Home Depot? Since the unit is a Home Depot specific model and was purchased recently they may be able to assist you with their store's return policy.

If they are unable to assist you with a return and exchange, we understand the importance of being able to rely on good, quality products; which is why they all offer a limited warranty.  In order to help you get a brand new replacement air purifier, I am going to need your shipping/physical address, and telephone number. Once I have this information I will be able to provide you with the RMA number you will need to return your product and receive a new one.

Also, please look at the metal prongs on the plug of your unit. On one of the prongs there will be a 4 to 6 digit number stamped into the side.  Please let me know what this number is at your earliest convenience. Thank you!

Kaz is committed to offering quality customer service and we hope we have done this for you.  Please don't hesitate to contact us if you require further assistance.

Please visit our website www.kaz.com to view all of our current products and Web Specials/Rebates! The site also contains many Frequently asked questions, pricing, and the Owner Manuals for the products.

Catherine Van Amburgh
Consumer Services Specialist
Kaz, Inc - Southborough, MA
Email: 

 MY RESPONSE:
Steve Swygert 
6:47 PM (0 minutes ago)
to Catherine
Thanks so very much for your quick response.

The unit has been used with a surge protector, and plugging it straight into its dedicated circuit had the exact same results.

I thought I had been quite clear about that as well, I am sorry if I was not, my sincere apologies.

In regards to your question about Home Depot, I thought I had been quite clear on that issue as well. This was a gift. I do not have the receipt, nor do I have a Home Depot close to where I live.

As per your request, I will offer you my address and phone number again. 

John Stephen Swygert
XXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXX
XXXXX 
U.S.A.

PHONE:


This too (ALL ENTAILED ABOVE) was clearly stated in the email I sent to you.

The digits you requested that are on the electrical prong are as follows:

34310

Honestly, did you read the entire email? 

The reason I was specific to the details of the issue at hand as well as who I am, what my address is, and what my phone number is was to speed this process along as well as document the exact nature of the issue at hand in case there are any related claims or incidents with others so your company may more efficiently address these possible grave safety issues and issue any recall if one is so needed.

This unit got very, very hot before it failed, and as I have an excellent working knowledge of electronics, that knowledge offers me a great concern that these units may indeed be faulty, and perhaps therefore hazardous to others that own them.

As the modern assembly line offers excellent consistency today, so does it offer the consistency of common failures in poorly designed or assembled appliances, and other products assembled in this fashion.

Shall I file a record of concern with a federal agency or perhaps UL, so that if there are concerns with other customers about the failure and overheating and safety of this system, that does draw quite a bit of amperage, they can be properly notified?

I will be happy to do so and it may save a lot of headache,and if this is still in production, it will save your company incalculable fees in both the short and long term for certain.

Please let me know what I can do to assist you as well so we know and are certain that these items are and remain safe.

Do you (your company) have a corporate protocol to follow alongside complaints such as mine or even more serious ones? 

I feel very satisfied knowing the 5 digits on the cord have a great significance, just in case the problem is much more serious.

Thanks you for your quick response and excellent service.

I am looking forward to receiving the new unit and looking forward to having the piece of mind that it will be safe as other Honeywell and Kaz products I have purchased.

Your customer service expertise will keep me a happy customer in the future and as soon as this issue is rectified as well.

Thank you Ms. Catherine Van Amburgh, and I look forward to hearing from you soon.

I will keep the old unit and will happily ship it back if you are able to offer a return shipping label with the replacement unit, unless the exact nature of the issue is already well known by the cord's lot number.

Sincerely,

John S. Swygert

-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Catherine at Kaz Consumer Relations
Aug 19 (10 days ago)
to me

Dear John,
Thank you for your recent email.

In an effort to ensure our records indicate the correct customer information we attempt to verify all contact information. This helps us avoid shipping and delivery errors. I apologize if this confirmation was an inconvenience to you.

While normal warranty procedure requires that the entire unit be mailed back to our warehouse for replacement, because of the situation I have been able to arrange some special, one time courtesy, arrangements for you.

Make sure that the unit is completely unplugged and use a pair of scissors to cut the power cord off of it (we would like a length of about 3 inches from the prongs).  Please include a note that has your name, address, telephone number, the model number of the unit, and a description of the problem. Furthermore, the warranty outlines a $10.00 warranty fee for processing and return shipping, and I have waived this for you as an additional courtesy.

Pack the note and the cord in any mailer and send it to:

Kaz Consumer Relations
Attn: Catherine
RMA: P1328
250 Turnpike Road
Southboro, MA 01772

Once I receive this, I will be able to send you out a brand new replacement unit.

**Please note that you are responsible for the shipping charges incurred while sending this unit back to us. The average cost is about $2 if you use a bubble mailer. I strongly recommend sending it in with some sort of tracking or delivery confirmation, as we can not be responsible for anything lost in the mail. You should retain the copy of your tracking number or delivery confirmation until you receive a new unit back, in case you should ever need to provide proof.

Kaz is committed to offering quality customer service and we hope we have done this for you.  Please don't hesitate to contact us if you require further assistance.

Please visit our website www.kaz.com to view all of our current products and Web Specials/Rebates! The site also contains many Frequently asked questions, pricing, and the Owner Manuals for the products.

Catherine Van Amburgh
Consumer Services Specialist
Kaz, Inc - Southborough, MA
Email: 
-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

consumerrelations@kaz.com
Sep 13 (4 days ago)
to me
Dear Valued Customer:
We are pleased to inform you that the order you placed with Kaz.com on 09/09/13 has been shipped. Your product(s) should be delivered to you shortly. You may track your package at UPS.com using the tracking number 1Z A44 A16 03 0002 6 or by clicking on this link: 1Z A44 A16 03 0002 6
Please note, this tracking number may take up to 24 hours to update through UPS.
Thank you for shopping with Kaz.com. Please visit our website often as we are continually expanding our product assortment to serve you better.

Best regards,

Customer Service

---------------------------------------------------------------------------------------------------------------------------------------------------------


This was received on September 17, 2013

It seems to be working fine thus far. Thanks for excellent customer service !!!






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