Cases Requiring Escalation (Breakdown w/ Examples)Updated a year ago

These cases must be escalated immediately after noticing any mention of the following.   

Injury Cases  

1. When customers report serious injuries, severe user harm, or death caused by our product. Customers must clearly state that an injury has occurred.   
   • Examples – Please note these are examples and scenarios customers mention may vary.  
     • “I want to receive my money back for my smart goggles due to the sensor causing a major burn on my face and a medical bill paid reimburse.”  
     • “My Thera gun is hurting me it’s malfunctioning and it’s less than a year old. I’m assuming somethings wrong with the motor in it it’s jabbing me it’s not consistent.”  
     • " I used my Theragun last night and get injured. It hit my arm and scraped the skin off with a bruise.”  
     • “...the attachment holder came off whilst I was using it. The result was sharp metal penetrating and cutting my back. It’s not serious but it did bleed.”  

Serious Product Defect  

1. When customers report out-of-the-ordinary conditions with our devices that exhibit serious malfunctions. A few examples include:  
   • Catching fire   
   • Smoking  
   • Melting  
   • Smoldering  
   • Arching (Crackling) Device Sound: Customers report hearing unusual crackling or arching sounds emanating from the device during operation, suggesting potential electrical issues or component malfunction.  
   • Examples:  
     • “..I walked away and came back 15 minutes later only to find the charge cord completely melted into the charge port, I had to pull the metal piece of charger out separately with tweezers."  
     • “I plugged it in the charge it and the charger port kinda caught fire and melted the charger and inside area”  
     • “..was using it on the lowest setting and it started to smoke. The plastic melted and now it will not move.”  
     • I am messaging as advised by my lawyer. My mother bought me a G3 massage gun and I have used it a few times. Today, December 28,2023 at approximately 11:15 pm I put the massage gun on my bed and while me and my young son were lying in bed, we heard a loud pop and saw fire and smoke coming from the massage gun! It had caught fire! It burned part of my sons shoulder slightly and he and I both jumped up and I hurried and grabbed it (just barely as it was hot) with a pot holder and threw it outside! It burned a hole in my double bedding, sheet, pillow,, mattress and some of my headboard! If I wasn’t home it would have burned down the house or worse!”  

** Note: These are only examples, there may be additional reasons, if unsure, please be sure to ask for clarity.  It’s okay to escalate even if you’re unsure.  When in doubt, escalate the case.   
    
Legal Cases  

1. Cases involving legal matters, including complaints regarding our policies or threats to file a lawsuit.  

Legal Complaints Regarding Policies:   

1. Customers raise concerns or complaints regarding Therabody's policies, such as warranty terms, return policies, or product pricing, alleging violations of consumer protection laws or regulations.  
   • Examples include customers disputing the validity or fairness of our policies based on legal grounds, such as misrepresentation, unfair practices, or breach of contract.  

Threats to File Lawsuits:  

1. Customers explicitly threaten to initiate legal action against Therabody, indicating dissatisfaction with the outcome of a complaint or dispute.  
   •  Examples include customers stating their intent to sue the company for damages, seeking legal remedies for alleged harm or losses, or demanding compensation beyond the scope of our standard policies.  
     • Example:   
       • “I’ll be looking at a lawsuit in the coming weeks”  
       • “Perhaps a class action suit will be necessary. I appreciate your time.”  
       • “I will be contacting Ken Paxton , of Consumer Protection Division in Houston Texas and filing a formal complaint. Also , my attorney will be contacting your headquarters in Los Angeles, Calif. and sharing the situation with all the crazy e-mails you have sent me.”  

Allegations of Legal Violations:  

1. Customers accuse Therabody of violating consumer protection laws or regulations, either explicitly referencing specific legal statutes or alleging general legal misconduct.  
   • Examples include claims of false advertising, deceptive marketing practices, non-compliance with product safety regulations, or infringement of consumer rights under applicable laws.  

Claims of Legal Advice Sought Out:  

1. Customers mention consulting with legal professionals or seeking legal advice regarding their interactions with Therabody, indicating potential escalation of disputes to formal legal proceedings.  
   • Examples include customers referencing conversations with lawyers, legal advisors, or consumer rights organizations, suggesting preparation for legal action, or seeking guidance on potential legal remedies.  

References to External Legal Entities:  

1. Customers mention external legal entities or regulatory bodies, such as the Better Business Bureau (BBB), consumer advocacy groups, or government agencies, in connection with their complaints or grievances.  
   • Examples include customers indicating their intent to file complaints with regulatory authorities, seek redress through alternative dispute resolution mechanisms, or engage in legal proceedings mediated by third-party organizations.  
         

Manufacturing Material/Chemicals Requests  

1. When a customer requests information on materials, workmanship, or chemicals used in manufacturing our products. Examples are as follows:  
   • MSDS (Material Safety Data Sheet)     
   • PFAS (Per-and poly-fluoroalkyl substances)  
   • Chemicals used on or to manufacture our products (Chemical Tests, product makeup/compounds)  
   • Component/item workmanship information or proprietary information:     
   • What material is used to produce this item?   
   • How is the product made?    
   • Who made it (Company/Supplier)?    
   • Specs that we do not share in the packaging and the website.     

***For Prop 65 inquiries, use the “Prop 65 Disclose Chemicals” macro and close the case. No escalation is needed in these cases. 
    

Request Compensation  

1. Cases where customers demand compensation for personal belongings damaged by our products, such as:  
   • Burn Marks on Furniture: Customers report that our product caused burn marks on their furniture or other surfaces due to overheating during use.  
   • Damaged Clothing or Fabrics: Customers experience damage to clothing or fabrics, such as melted fibers or scorch marks, resulting from direct contact with our product.  
   • Broken Household Items: Customers claim that our product caused damage to household items or accessories, such as shattered glassware or cracked electronic devices, during use or accidental contact.  
   • Surface Stains or Discoloration: Customers observe stains or discoloration on surfaces, such as countertops or flooring, attributed to spills or leaks from our product during operation.