<work in progress>
We know the SteriPEN, and we have YEARS of SteriPEN Technical Support experience.
The VERY BEST thing you can do is to remain calm, and work with us. We are truly interested in helping you.
Threatening to go online, or on the trail, and tell everyone how horrible we and the SteriPEN are is completely unfair to us.
Sometimes it is justified. (Online) communication has given people a voice to stand-up against oppressive company policies, but some people just want their way and will twist the arms of a well meaning company to get it. A company may truly treat their customers poorly. A good company may "dropped the ball" -- it happens to the best of us. But, threatening us because you are not getting your way is just an abuse. We are making every reasonable effort to help you. Please just work with us, and be understanding as possible -- we will do the same for you.
Don't take it personally
We care about all our SteriPEN customers, but when we are in contact with you, we know nothing about you.
You may be the smartest, most technically adept, wisest person to have ever existed, but still may have missed a step on how to operate the SteriPEN. When we ask a question that seems stupid or insulting, we are not attempting to demean you. After many years of experience, we have developed a flowchart in our heads that allow us to rule out some common oversights.
We care about all our SteriPEN customers, but when we are in contact with you, you are words on a screen, or a voice on the phone.
It's unreasonable to expect us to SIMPLY believe you, and to do exactly what you demand we do. It's not that we don't trust you, it's that we need to have a clear understanding on what is going on. ( See sub-sections below for explanation.)
We don't think you are trying to deceive us.
But there REALLY ARE people out there who do abuse the warranty process, and it's unfair to us and to you.
Please stay on subject
We understand that at the moment your SteriPEN is not behaving as you expect, and you are in a tough situation. Sending us a seven paragraph diatribe on how upset you are with us does not help. We have to find the best solution for your circumstances, and sifting through information that is not directly relevant impedes our ability to provide assistance.
Reasons for returns
There can be a bunch of reasons why a SteriPEN is could through the returns process, and to protect you, other customers, and ourselves, we MUST do our due diligence.
In the realm of theoretical possibilities:
(1) The SteriPEN may have a design issue
(2) The SteriPEN may have a manufacturing flaw
(3) A component may simply just have failed.
(4) The pen could be completely working, but ...
(a) An operational step was overlooked
(b) Buyer's remorse
(c) The SteriPEN was use successfully, but the trip is over, and it's time to get the money back.
(5) The SteriPEN was damaged, and...
(a) The customer realizes it, and wants a free repair
(b) The customer doesn't realize it, or the damage is not obvious