The New Intimacy

What to do when a toy arrives broken...

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Contributor: DeliciousSurprise DeliciousSurprise
I'm sure that most of us have had the unfortunate experience of having a toy break down or die after far too few uses; luckily Eden rocks and offers us replacements. My question is, though, should you mention that you've had one that was defective?

On one hand, it could just be that it was damaged during shipping/handling/what not and I don't think anyone wants to discourage people from buying awesome toys just for a fluke, and that can definitely happen when you're saying, "It came here broken!"

But, on the other hand, don't we have an obligation to point out ALL the pros and cons? I recently saw a video review where a reviewer had a product arrive broken, and the original and replacement were both shown to indicate where the weak spots on the toy was so that I, as the consumer, would be able to be mindful around that area--I found it super useful.

(For the poll, when I say 'broken' that can mean defective, broken, not functioning properly, and all that belongs in the category of 'not okay.')

The poll is multiple choice because I know someone is going to want to pick that it depends on how it's broken, and I know that everyone is a little teapot.
Answers (private voting - your screen name will NOT appear in the results):
I don't mention anything about the broken product.
6
I mention that I had a problem with the original, but don't mention it aside from that, and continue with my review.
8
I go into detail about what happened with the original before continuing my review.
41
Other/I'm a little teapot/Short and stout
22
Total votes: 77 (59 voters)
Poll is closed
03/05/2011
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Contributor: sexyintexas sexyintexas
I got a finger vibe recently that the batteries didnt work that it came with. I was dissapointed but I just went and bought new batteries and carried on. It does effect your whole judgement on it though.
03/05/2011
Contributor: Kindred Kindred
I recently had a glass toy arrive with a crack. I added a picture to my review and reminded me to mention that glass toys should be inspected prior to use for any damage.
03/05/2011
Contributor: ToyTimeTim ToyTimeTim
~Hear is my handle, here is my spout~

I would mention the problem in detail and then move on. I would want to know about potential problems ahead of time. If more than one person has problems with the same product or a they get two with the same problem, I know to move on to something else.
03/05/2011
Contributor: mama2007 mama2007
Quote:
Originally posted by ToyTimeTim
~Hear is my handle, here is my spout~

I would mention the problem in detail and then move on. I would want to know about potential problems ahead of time. If more than one person has problems with the same product or a they get two with the ... more
never had issues with my products
03/05/2011
Contributor: liilii080 liilii080
I try to tell the whole story of my experience with the product and I think the broken/replaced aspect is part of that.
03/05/2011
Contributor: DeliciousSurprise DeliciousSurprise
Thanks for weighing in, everyone
03/05/2011
Contributor: Crystal1 Crystal1
I would explain what was wrong with the first one, with some mention of if you think it was due to crappy craftsmanship or just a fluke accident.
03/05/2011
Contributor: Illusional Illusional
I got a cheapy finger vibe that arrived broken. I asked for a replacement and it arrived crappy and broken.
I noticed three other reviews mentioned it being crappy and broken, so I just made a note on the product page and didn't bother making a review on it.
03/05/2011
Contributor: markeagleone markeagleone
Quote:
Originally posted by DeliciousSurprise
I'm sure that most of us have had the unfortunate experience of having a toy break down or die after far too few uses; luckily Eden rocks and offers us replacements. My question is, though, should you mention that you've had one that was ... more
When I do a review, it's on the product itself. If it is a manufacturing defect, I'll state that in my review. I also give my opinion if I believe it to be a one in many defect and not the whole line. If it was due to shipping or handling, I request a replacement, but I do not place that in my review. Eden and the manufacture cannot guarantee that when you receive it, it will be in perfect order. They do,however,give an exchange. I had a piece of lingerie for my wife that I believe was a one in many, but decided it wasn't worth Eden's shipping to replace it.
03/05/2011
Contributor: lemony lemony
It's best to be honest, because you can't always be sure if it was defective before or after it was sent. Such as, it could have broken on the way to you.
03/06/2011
Contributor: TheSinDoll TheSinDoll
Great topic. I've had an issue with one defective product already and I'm waiting to get some damn N batteries so that I can make sure it's a dead battery issue and not a broken toy issue with this second one.

I've been really happy with the products that I've gotten from EF so far. I really hope this is a battery issue, but regardless, I'm going to put everything into a review that I would want to know if I was going to spend money that I had worked hard to earn.
03/06/2011
Contributor: Xavier7 Xavier7
Quote:
Originally posted by DeliciousSurprise
I'm sure that most of us have had the unfortunate experience of having a toy break down or die after far too few uses; luckily Eden rocks and offers us replacements. My question is, though, should you mention that you've had one that was ... more
I talk about it in the review. After all, we're reviewing for quality. Reviewing isn't about covering stuff up or hiding it. It's about being honest.
03/11/2011
Contributor: Jobthingy Jobthingy
Quote:
Originally posted by ToyTimeTim
~Hear is my handle, here is my spout~

I would mention the problem in detail and then move on. I would want to know about potential problems ahead of time. If more than one person has problems with the same product or a they get two with the ... more
When I get all steamed up hear me shout...

I have not *knocks on wood* had it happen but I would mention it because it might just be a fluke with that one specific toy or it could be a reoccurring problem
03/11/2011
Contributor: DeliciousSurprise DeliciousSurprise
I want to thank everyone for voting in the poll!

I actually included info on a product I received broken in one of my latest reviews, after seeing the overwhelming responses on this thread where people want to know about the possible problems.
03/14/2011
Contributor: zeebot zeebot
It hasn't happened to me yet! But I'd probably mention it in the review but not go into too much detail.
03/16/2011
Contributor: Naughty Student Naughty Student
I have not yet received a broken toy.

I did receive a toy that seemed to be a little wonky at first but it has worked great since that initial wonky start. No more issues with it.
03/16/2011
Contributor: BadgersRose BadgersRose
Be honest and include it in the review after you get a replacement. I think that's perfectly acceptable.
03/20/2011
Contributor: El-Jaro El-Jaro
Sorry for not getting in on this...you know how fast forum threads get buried!

If you receive a damaged or defective product as an assignment, please don't write a review on it. Send Gary or I an email or submit a Service ticket first. Depending on the situation, we'll either replace the product or just cancel the assignment.

The idea behind this is that strange things can happen during shipping and it would be unfortunate for a company to receive a bad review on their product because of something that happened en route.

If you're unsure about a situation with a review, never hesitate to ask an Eden Staffer. We're here to help
03/25/2011
Contributor: Ms. Spice Ms. Spice
Quote:
Originally posted by El-Jaro
Sorry for not getting in on this...you know how fast forum threads get buried!

If you receive a damaged or defective product as an assignment, please don't write a review on it. Send Gary or I an email or submit a Service ticket first. ... more
oh cool! thanks for pointing that out for us. i'll bear that in mind if something like that ever happens
07/26/2011
Contributor: Apirka Apirka
I'm a little teapot
03/01/2012
Contributor: Caus Caus
I think there's nothing wrong with mentioning what happened with the original. It helps other EF users know what to expect if it comes defective. A review should be all-encompassing.
03/11/2012
Contributor: spineyogurt spineyogurt
I'd try and get it fixed
03/11/2012
Contributor: P'Gell P'Gell
Quote:
Originally posted by spineyogurt
I'd try and get it fixed
There's no reason to get it fixed. Eden will replace it and pay for the shipping.

That being said, please don't write reviews on broken toys. All items of every kind can have manufacturing errors. Even great toys can have one lemon. That being said, I've seen reviews on broken toys taken down by the Admin, and with good reason.

Send JR or Gary a PM or submit a support ticket and you'll have a new one before you know it.
03/11/2012