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Hasbro, Inc.
I recently wrote the following to Hasbro, Inc. Customer Service and here's what happened:
4/10/2001 11:19 AM
My wife bought a Snoopy Sno-Cone Machine (model 28805) for our 6
year old in October of 2000 to give her for X-mas, but didn't
give it to her till her birthday on April 6, so we do not have
the receipt for this thing any more. I had one of these when I
was a kid (30 years ago) and it worked fine, so we thought we
could use another one.
What happened since I got mine? Apparently quality control was thrown out the window as no one ever tested this thing for performance. It does not work. It is designed so that after several cranks on the handle, the locking cap flies off and the whole thing flies apart while you are cranking on it. Whoever designed this thing obviously never tested it because it only takes 10-20 cranks (about 1/3 of one ice cube) before this happens (yes, you need to put an ice cube in to test it). The locking cap is a joke, it only allows for approximately 1/8" of turn to lock onto the tabs, which is nowhere near sufficient to hold the handle on.
This product is totally useless to my child without modification, such as permanently gluing the locking cap on. How do you intend to remedy this?
Also, below this question field, you require that I select a product type, yet there is no selection for this type product, so without sending my question to the wrong place, I cannot submit it. Very sloppy design, another indicator of your company's lack of concern for quality.
They immediately wrote back:
4/10/2001 02:18 PM
Thank you for contacting us, and for bringing this matter to our
attention. Please be assured that we have shared your concerns
with the product team. We will forward a postage paid mailing
label to you. Please use it to return the item to us. Upon
receipt, an equal value replacement will be sent to you at the
address you provided.
4/10/2001 02:34 PM
What might an equal value replacement be? This was what she
wanted in the first place. If not a working version of the same
thing, I will have to ask my child if she wants something else or
if she wants me to try to fix this one with epoxy. But I
certainly do not want to return it only to receive something she
really does not want.
4/10/2001 03:55 PM we wrote - A replacement of the same product can be sent.
4/10/2001 04:03 PM
Ok, I guess I will try another one, but I really expect that this
one's defect is in design rather than material.
About a week later, we got a brand new Snoopy Sno-Cone Machine (model 28805) that seems to have a tighter fit in the handle. They didn't send the return label, so we still have the old one, can use it for parts, I guess. Good job and fast response, Hasbro!
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