Cases That DO NOT Require EscalationUpdated a year ago

The following scenarios do not constitute an Injury or Complaint case. If encountered, please reach out to your Team Lead or Member of Leadership. These cases require thorough review. DO NOT DISPOSITION THESE CASES AS LEGAL/INJURY.  

General Product Complaint  

1. Complaints regarding product experiences, such as:  
   • Broken Piston on 3rd Generation Devices: Customers experience issues with the piston mechanism on third-generation devices, leading to operational failures or malfunctions.  
   • Faulty Battery Performance: Customers notice rapid depletion of battery life or irregular charging behavior, indicating potential issues with the device's power management system.  
   • Inconsistent Speed Settings: Customers encounter inconsistencies or fluctuations in speed settings during device operation, impacting the effectiveness of therapy sessions.  
   • Unresponsive Controls: Customers find that the device controls become unresponsive or erratic, hindering their ability to adjust settings or power off the device.  
2. Outliers:  

• The following scenarios are considered outliers and should be handled following the steps for Critical and Moderate cases as outlined in the Escalation Priority chart above:  
• Customer mentions they have experienced skin irritation or headache possibly using our product  

1. Examples:   

• “The mask sits uncomfortably on my face and causes irritation around my eyes.”  
• “The massage feature causes me headaches”  
• “My skin did not like the treatment. I experienced a bit of burning sensation. Tried only one red light treatment after initial treatment and still had sensation”  
• Customers who have a general product complaint that has to do with an injury.   

Excessive Warranty Abuse  

1. When customers repeatedly request replacements for the same resolved issue, exhibiting patterns such as:  
   • Submitting replacement requests with identical serial numbers, UDI numbers, or evidence (photos/videos) as previous claims.  
   • Requesting replacements at short intervals (e.g., every 2 months).  
   • Demonstrating a history of frequent recurrence of the same issue across multiple cases.  
   • Inquiries reveal no evident cause for device malfunction after thorough investigation.  
   • Contacting under different names or email addresses while providing identical order details. 
     
     

Reports of inconvenience 

1. Customers mention inconveniences caused by several factors, including but not limited to: 
   • Time lost  
2. Requests for compensation due to inconvenience  
3. Emotional distress (Upset/Troubled)  
4. Product leaking oil  
   • For cases involving oil leakage, offer the Carekit (SKU CAREKIT-B2C-GLOBAL) as compensation. Explain that some oil or grease on the piston is normal for Theragun devices. 
     • "Leaking oil" refers to a few drops.  
     • "Splattering oil" refers to a significant amount of oil, characterized by extreme or excessive leakage. Proceed to a replacement immediately (Verify warranty accordingly).