Robinlimjp 0 Report post Posted September 22, 2014 Hi,Would like to hear some advise here regarding a warranty claim which I have successfully made against Simmons. Simmons has agreed to give me a free replacement of the same model but when I ask to upgrade to a higher end model, they told me to pay almost full price and repeatedly told me I cannot offset the value of the replacement mattress which is what I cannot understand. The value of my replacement mattress is about $2.5k and the one we want to upgrade is about $4k. The crux of the matter here is when we lodged the claim, it is already 2.5 years. Simmons says if the claim is made > 2 years, then it is ok to for us to pay just the difference. I will post their reply and do you guys think what Simmons is saying is Fair and Justified? Share this post Link to post Share on other sites
Robinlimjp 0 Report post Posted September 22, 2014 Below is my reply to Maax, Simmons Product Manager. Maax initial email to me is there too. I find their reply does not make any sense since they are already giving me a brand new replacement and for those who own Simmons mattress, be aware of this 2.0 warranty shelf life.--------------------------------> Maax>> I think you are contradicting your own statements based on your point 2 below. It is immaterial whether I have a used product on hand now because as of now, I already have a brand new piece of the same model waiting for me.>> Irregardless of your company policy, stand from my point of view and ask yourself: I have a new mattress worth $2500 yet to be delivered to me. Why would a few months make any difference to Simmons? Does it matter now my claim was reported at 2.5 years? The key question you need to ask your management is You have already come this far and yet you are NOT willing to offer a bit more GOODWILL because in essence, you are telling the customer I'm UNLUCKY to have a defective Simmons and I reported this claim at 2.5 years shelf life instead of 2.0.>> I find your company policy very amusing and I think many people in the public will think so too... I'm not trying to be nasty here but I simply cannot understand your company way of operation. By the way, what good is any policy when the masses (I.e. consumers) you serve fail to understand it clearly.>> Robin>> On 22 Sep 2014 18:10, "Maax Ho" wrote:>>>> hi Robin,>> Thanks for getting back to me on your preferred option. I have copied Preston who is our Customer Service Manager.>> The reason why we cannot offset using $2500 is because the cost of a used consumer product will not remain the same over time. For instance, if a consumer wants to upgrade/change/trade in his TV, car, massage chair, sofa, etc, the price has to be taken in at a lower value. I believe this is a fair business practice in every trade, not just a Simmons policy.>> 1) For your case, we made an exception by giving you a free exchange to the same model. Going by our standard warranty term, a top up of $644.75 base on 2.5 years of usage is required to exchange to a brand new piece of the same model.>> 2) If a case is reported within the 1st 2 years of usage and it's ascertained to be a manufacturing defect, it will be a free exchange to the same model. If this customer chooses to upgrade to a different model instead, then it will be the upgraded model price less the reported model purchase price. In other words, your example of top up price calculation will be valid.>> 3) Now that an upgrade is preferred by you, hence, it is the new product price less $644.75.>> Although this is not the ideal answer you are seeking, I hope from our offer to waive the $644.75 warranty exchange cost to the same model even yours has past the 1st 2 years of usage and will continue to honor the warranty for the replacement you can see our sincerity and are trying the best we can to resolve this.>> Thank you. Share this post Link to post Share on other sites
SamTheMan 7 Report post Posted September 26, 2014 This is the link to Simmons warrantyhttp://www.simmons.com.sg/service/warranty.htmlThis is a pro-rated warranty. In other words there is a depreciation applied to the mattress once it has been used for more than 2 year.So the email makes all the sense in the world.When shopping for a mattress check if the warranty is pro-rated or not. Share this post Link to post Share on other sites
Robinlimjp 0 Report post Posted September 26, 2014 Sam, In any way r u related to Simmons or representing them as a dealer?Whether it's pro-rated warranty or not is not the issue here. SIMMONS had already agreed to waive off the fee and give me a FREE brand new replacement of the same model worth $2.5k. The issue here is now I want to pay $1.5k more to Upgrade to a higher model that cost $4k and they initially refused. Their existing policy insists I must pay $3.3k more if I want to upgrade. ..does this make sense to u? Share this post Link to post Share on other sites
kalimantan 6 Report post Posted September 26, 2014 SAM is not from Simmons. He is one of the gurus in forum.What you are doing is u are taking advantage of a FREE replacement and upgrade to better model. that means literally SIMMON pays 2.5k and you pay 1.5k more.SIMMON rather do a one-to-one new replacement and SIMMON never cheat you of 2.5k - I am sure this you agree. Share this post Link to post Share on other sites
Robinlimjp 0 Report post Posted September 27, 2014 Good to know then that Sam POV is impartial. May I ask if u r related to Simmons too? When u said I take adv of Simmons, did Simmons lose any money when I pay the extra 1.5k? Did the email says I 'force' Simmons to give me a free placement? My POV is if they are willing to give me a FREE replacement, then they are treating my claim as if it is under the 2 years warranty. Thus dont u think they shoild allow me to top up under the same treatment?My first notice to Simmons was in April 2014, their initial stance was is not defective. Today they agreed it's defective. When u are sleeping every night with an uncomfortable mattress for many months and one that cost above average, will u not feel frustrated at Simmons for their lack of empathy towards consumers? U have no idea what was Simmons first reply to me in April and u can conclude that I took adv of them?I'm inclined to think that perhaps u r a Simmons fanboy? And in my post to Sam, was I making a personal attack on his character or asking for clarification? Share this post Link to post Share on other sites
SamTheMan 7 Report post Posted September 28, 2014 Good to know then that Sam POV is impartial. May I ask if u r related to Simmons too?When u said I take adv of Simmons, did Simmons lose any money when I pay the extra 1.5k?Did the email says I 'force' Simmons to give me a free placement? My POV is if they are willing to give me a FREE replacement, then they are treating my claim as if it is under the 2 years warranty. Thus dont u think they shoild allow me to top up under the same treatment?My first notice to Simmons was in April 2014, their initial stance was is not defective. Today they agreed it's defective. When u are sleeping every night with an uncomfortable mattress for many months and one that cost above average, will u not feel frustrated at Simmons for their lack of empathy towards consumers? U have no idea what was Simmons first reply to me in April and u can conclude that I took adv of them?I'm inclined to think that perhaps u r a Simmons fanboy? And in my post to Sam, was I making a personal attack on his character or asking for clarification?Dear Robin,We are not fanboys of Simmons, what we are saying these are the terms of the warranty, in other words, they have every right to make the request they are making.What I am really trying to say to you or anybody on this forum is don't be sucked in by big brand names without doing your homework. Simmons is taking advantage of their brand name and giving you a warranty that is tilted in their favour.I am using your thread to inform other users that when you buy a mattress, do check the warranty. Most of the big brands will avoid replacing the full value your mattress. If you do your research properly you will find that there are many good brand out there that do not practice a pro-rated warranty.In this instance, Simmons is using your request for an upgrade to go back on their waiver of the replacement payment.Cheers, Share this post Link to post Share on other sites
Robinlimjp 0 Report post Posted September 28, 2014 Thanks Sam! I totally agree with you that Simmons is just a brand name and me/wifey went for it cos we thought they are better product compared to our previous. We were in a delima too, whether to get the free replacement but risk having the same issues coming back, or try another Simmons with the 1.5k top up and keep our fingers crossed, or re-sell the Simmons replacement and buy from another brand.... thus after much deliberation, we decide on less hassle and try Simmons one last time.So to all consumers out there, hope you guys can gain from our painful lessons here.Cheers Share this post Link to post Share on other sites
