2 Appeals and you're out? "Used Sold as New" question

[Evolutionary_Hoof_Ca]

Looks good, Linda. One small edit suggestion

I agree with you - it sounds a whole lot better. Thank you! Are your horses barefoot?

[Evolutionary_Hoof_Ca]

The response means you are on the right track, but need some fine tuning.

FINAL Draft???

Dear Amazon USA,

As the Customer Service representative of Evolutionary Hoof Care, I would like to appeal the deactivation of our product ASIN: B018YHFCGC which was pulled for “USED SOLD AS NEW”.

– Greater detail on the root cause(s) that led to the complaints about the condition of your items:

After careful review of our customer’s return comment, I figured out that the root cause of the problem is in the tool’s description. The tool is made by us, and only sold new. We now highlight in our product description that our hand-made tools have marks on them from the manufacturing method we use. The tool is meant to be rough; machining marks on the tool make it easier to grip.

– Greater detail on the actions you have taken to resolve the complaints about the condition of your items:
I have added to the description of the tool: ”Hand-made in USA - machining marks are to be expected and make the tool easier to grip.”

– Greater detail on the steps you have taken to prevent future complaints about the condition of your items:
We are adding new magnified photos to the listing to better inform the customer.
New labels on the tool boxes will notify the purchaser of the characteristics of hand-made items.

Sincerely,
Linda Kozak
Evolutionary Hoof Care

[AndThenSome]

Thank you! Are your horses barefoot?

Ah, Linda! Indeed yes, all of my horses are barefoot and frolicking in the surf of The Camargue, where the Rhone meets the Mediterranean, beneath a sky pink with flamingos flying overhead … in my dreams (sigh). I only love horses; I do not own any.

[Skeeter]

HDPE. And a shiny,

Try to get virgin material because it machines so much better and will have a good finish. Their is a big difference between suppliers in regards to surface finish some use regrind and just poor practice so it will have a tearing effect on the surface.

[Shelf_Cleaning_Capit]

NO NO NO NO NO NO

As the Customer Service representative of Evolutionary Hoof Care, I would like to appeal the deactivation of our product ASIN: B018YHFCGC which was pulled for “USED SOLD AS NEW”.

Delete

– Greater detail on the root cause(s) that led to the complaints about the condition of your items:

After careful review of our customer’s return comment, I figured out that the root cause of the problem is in the tool’s description. The tool is made by us, and only sold new, but we have failed to alert the customer that our hand-made tools have marks on them from the manufacturing method we use. The tool is meant to be rough; machining marks on the tools make them easier to grip.

No.

Use this:

The issue is our tools come where the plastic is not perfectly smooth. This is normal for items manufactured of plastic.

You did not fail on anything. See my next comment.

– Greater detail on the actions you have taken to resolve the complaints about the condition of your items:

This is where you explain that you improved the listing to improve customer expectations. Do not take blame for this. You did nothing wrong. You have improved the listing to address this problem

I have added to the description of the tool: ”Hand-made in USA - machining marks are to be expected and make the tool easier to grip.”

– Greater detail on the steps you have taken to prevent future complaints about the condition of your items:

We are adding new magnified photos to the listing to better inform the customer.

New labels on the tool boxes will notify the purchaser of the characteristics of hand-made items.
[/quote]

Works.

You have sold how many of these without issue?

And you fall on your sword for 1 problem?

No. Your issue is you read customer feedback and decided to improve the listing.

[Evolutionary_Hoof_Ca]

I got to the sky pink and flamingos before I realized you were kidding! Awwww, I was thinking you are so lucky! I’m sorry you are horse-less! I asked because that’s what our tools are for - barefoot horses…

[Evolutionary_Hoof_Ca]

ASIN: B018YHFCGC

No reference to the ASIN and why I’m writing? Yeah, we’ve sold tens of 1000’s of this tool and no one has ever commented on the surface texture before, so I panicked. It’s been almost 2 weeks of not selling the tool on Amazon, and we’re dying here…

[Sage]

You may also want to say that you will include a close up photo of the product that shows the tool marks in detail so the customer understands the exact type of surface you are applying to the tool.

[Evolutionary_Hoof_Ca]

Yes, I will do that.

[Evolutionary_Hoof_Ca]

Your issue is you read customer feedback and decided to improve the listing.

Dear Amazon USA,

Re: ASIN: B018YHFCGC

– Greater detail on the root cause(s) that led to the complaints about the condition of your items:

The issue came up because the tool’s plastic handle is not perfectly smooth, which is normal for items made by machining plastic.
The handle is meant to be rough not smooth; machining marks on the tool make it easier to grip.

– Greater detail on the actions you have taken to resolve the complaints about the condition of your items:

I have improved the description of the tool by adding: ”Hand-made in USA - machining marks are to be expected and make the tool easier to grip” so that customers will know what to expect.

– Greater detail on the steps you have taken to prevent future complaints about the condition of your items:

We are adding new magnified photos to the listing to better inform the customer.
New labels on the tool boxes will notify the purchaser of the characteristics of hand-made items.

Please re-list our tool on the Amazon website. Thank you.

Sincerely,
Linda Kozak
Customer Service
Evolutionary Hoof Care

[Oneida_Books]

I think this is WAY to short … and I don’t think the root cause is correct.

Granted I didn’t read the whole thread (but I’ve glanced from time to time at it). So maybe I’m missing something here.

Still, the root cause to me is that buyers weren’t informed about, or informed well enough of, the machining marks prior to purchase.

[Evolutionary_Hoof_Ca]

the root cause to me is that buyers weren’t informed about, or informed well enough of, the machining marks prior to purchase.

Thank you for commenting - good point!
How’s this?
"The root cause is that buyers weren’t informed about machining marks on the tool’s handle prior to purchase.
The tool’s plastic handle is not perfectly smooth, which is normal for items made by machining plastic.
The handle is meant to be rough not smooth; machining marks on the handle make it easier to grip. "
I am getting conflicting reports now - I was told it was way too long. Is there another part of it that needs more detail?
Again, thank you!

[Evolutionary_Hoof_Ca]

NO NO NO NO NO NO

Hoping for a YES or two before the next step: getting someone at Amazon to actually read my POA. Can you look once more? Oneida_Books thinks it is getting too short, but I have now incorporated a good comment that was suggested. Here goes:

Dear Amazon USA,

Re: ASIN: B018YHFCGC

– Greater detail on the root cause(s) that led to the complaints about the condition of your items:

The root cause is that buyers weren’t informed about machining marks on the tool’s handle prior to purchase.
The tool’s plastic handle is not perfectly smooth, which is normal for items made by machining plastic.
The handle is meant to be rough not smooth; machining marks on the handle make it easier to grip.

– Greater detail on the actions you have taken to resolve the complaints about the condition of your items:

I have improved the description of the tool by adding: ”Hand-made in USA - machining marks are to be expected and make the tool easier to grip” so that customers will know what to expect.

– Greater detail on the steps you have taken to prevent future complaints about the condition of your items:

We are adding new close-up photos to the listing to better inform the customer.
New labels on the tool boxes will notify the purchaser of the characteristics of hand-made items.

Please re-list our tool on the Amazon website. Thank you.

Sincerely,
Linda Kozak
Customer Service
Evolutionary Hoof Care

[Schadenfreudist]

The letters are actually read by people, according to a recent article by an insider - but every appeal they approve is a NEGATIVE metric for them with Amazon. They basically have a reverse quota - where they can only approve a very small number of appeals, and it is safer for them to deny them and let someone else fall on the metric mine.

The last time I had to deal with some junk like, it was a bogus not a described complaint - I got so annoyed I actually asked for it to be elevated to binding arbitration… Which many on here would say is instant ban… but after getting a letter from Amazon outside lawyers that they would get back to me… bing my product was reinstated. YMMV.

[Evolutionary_Hoof_Ca]

every appeal they approve is a NEGATIVE metric for them with Amazon.

Well, that is disheartening…thank you for letting me know that. Can you tell me what you think of my appeal? I have been freaking out about this for 2 weeks now; our best-selling, rave-reviewed tool is sitting in limbo and so are the employees who make it!

[Evolutionary_Hoof_Ca]

We have been machining plastic (the types we use) for many years …

Skeeter, can you tell me if you’ve had one of your own-make items pulled and did you have to send raw material invoices? Thank you! Linda

[Shelf_Cleaning_Capit]

I think you have it.

These used as new complaints are very different than suspensions. Oneida excels on account suspensions. The key thing here is you reviewed everything you are supposed to, found an issue, and have a way to address it.

I would put escalation request in the title. I feel you have done your homework here.

– Greater detail on the root cause(s) that led to the complaints about the condition of your items:

The tool’s plastic handle is not perfectly smooth, which is normal for items made by machining plastic.
The handle is meant to be rough not smooth; machining marks on the handle make it easier to grip.
A customer received one of these and thought it was used. It was actually received as manufactured.

– Greater detail on the actions you have taken to resolve the complaints about the condition of your items:

We have improved the description of the tool to better set customer expectations. We have added to the bullets: ”Hand-made in USA - machining marks are to be expected and make the tool easier to grip”

We have added also improved the photos to give more of a close-up view of the item.

We have new labels on the tool boxes will notify the purchaser of the characteristics of hand-made items.

– Greater detail on the steps you have taken to prevent future complaints about the condition of your items:

Here you tell them what areas you can review for customer issues. There are some things you have done to acquire this information that you can communicate to Amazon you will review in the future.

I believe you are finished with the first 2 bullet points. Your next step is to figure out how you can look for potential problems in the future.

[Evolutionary_Hoof_Ca]

I would put escalation request in the title.

Does “Escalation Request” go in the subject line of my email to pq-product-review@amazon.com ?

Please read: in - Greater detail on the actions you have taken to resolve… " I emailed the customer and explained the reason for the texture to his satisfaction."

Please read: in - Greater detail on the steps you have taken to prevent future complaints…
"Future customers will be better informed by the improved tool description, close-up photos, and labels on the boxed tool that they receive, as explained above.
Every Amazon order will be shipped with a note asking for comments to be directed to www.amazon.com/feedback.
All customer comments will be closely monitored so I can address any future issues with communication and clarify tool descriptions and photos as needed.

I then added:
Attached please find invoices for our raw material purchases in 2018. Each tool is made with 4 ¾” of a 2”x2”x24” bar of black HDPE plastic, 1 steel rasp blade, and 1 magnet.

What say you?
Many thanks!
Linda

[Evolutionary_Hoof_Ca]

Our material is all virgin already.
In my appeal do I send invoices for our raw materials purchased in 2018?
I am about ready to email again with “escalation request” in the subject line.

Thank you for your help!
Linda

[Skeeter]

Our material is all virgin already.

I found the one that I believe was removed. Its black, that material is awful to machine. We had to drop the black because of that. What is pretty easy to find in black is full of rework and what ever else its primarily used for making gaskets for huge pipe flanges.

Years ago we did get good black material but it was a huge purchase because its considered a non stock item. That stuff machined like cutting butter with a knife, nice finish.

Not sure what your volume is but for that size product you can get a mold made overseas for around 30K USD. Per shot might be under $2 BUT, when the molder sets up it takes a good part of the day to get it running so you would have to have a big enough order to run for a day or two.

Not sure if multiple emails is the correct method, many on the forum say it will delay it.

Maybe @Rushdie @Oneida_Books @lake might jump in and provide much better information than I can provide in this issue dealing with amazon on this.

You might have have to send pictures of your router cutting a blank, with language barrier and the fact you are a real manufacture they might be stumped.