Help with refund

[nirgalli]

Hi,

I sent a few emails to support@lativio.com and I have never received a reply. What's going on? My email address is tanghonglai@comcast.net and order id is 5767665. I need to refund my sizegenetics device because it doesn't work for me. I have 2 genital piercings down there and the silicon band pushes against my piercings and caused one of them to infection. I am not going to give up my piercings, so I am return the device. I already fill in the refund form, but I don't have the date contacted filled in (since I am not able to reach anyone.) Will there be a problem with the refund?

Thanks,
Tang-Hong Lai

[Big Al]

I'm not responsible for product refunds, but you should have known you would have trouble with the device because of your piercings. The guarantee in this case may be voided because you were unable to follow the routine.

[nirgalli]

Hi Big Al,

Thanks for your reply, but how would I know I would have this problem before even trying it? I don't usually hang/put things around/on my penis just to see what kind of reaction the piercings will get.

Besides, I am interested in finding out why the supports at Lativio never really support customers by at least replying an email. Of course I know you're not responsible for the customer service. It's just one question I want to know from Lativio customer service.

Thanks,
Tang-Hong Lai

[Vine]

I don't usually hang/put things around/on my penis just to see what kind of reaction the piercings will get.

Well, in this case you did in fact decide to "hang/put things around/on" your penis---in the form of the SG device---knowing fully ahead of time (based on common sense) that the piercings would indeed get some sort of a reaction. In this case the reaction was obviously a negative one.

I feel that you could have easily anticipated that the piercings might pose a problem, and thus I am in agreement with Big Al.

But as you indicated, how your situation is addressed will ultimately be determined by Lativio customer support.

Big Vine

[Big Al]

Big Vine took the words right out of my mouth :) How could you expect a penis stretching device to not interfere with penis piercings.

[nirgalli]

Hi Big Vine,

Thanks for your reply. I saw the demo and saw that it's a silicon band that went through the 2 holes on the upper plastic support. Since my jewelry's on the under side of the penis and not on the upper side, I didn't really think there would be a problem and decided to go ahead and buy the device. In fact, I don't think there'd be a problem at all if the 2 holes on the upper plastic support were another 1 - 1.5 mm apart.

Now let me ask you this question. When you see a pair of trouser and you love it because it looks good on this plastic model, what would you do? Would you

1. buy it without trying? (Obviously it's not relevant in this case because there's no way I could try the device before I made the purchase)
2. try it and find out how it looks on you and decide whether you'll buy it? (This is me, I want to try it and see how good it is and keep it when everything's ok)
3. forget about it and walk away without trying it because you don't know if it'll look as great on your body? (Looks like this is Big Al's and your purchasing logic)

Maybe where you live has no concept of refund, just like there's no refund when you buy stuffs in Hong Kong (the most you can do is exchange), then I understand the logic of not buying anything because of not being able to find out if something works and not being able to get a refund after purchase. I believe a lot of countries allow refund though and I live in one of them.

Besides, you're right that it's ultimately decided by Lativio customer support. The problem is that there's no sign of support anywhere. I have sent out at least 3 emails to them over the past 2 weeks and I have not seen one single reply. I called the 800-370-5054 number posted by Big Al and was able to reach someone, but that person said he only dealt with sales and was not responsible for refund and I'd have to contact the company that I bought the product from. In this case, it's sizegenetics.com and it's website only directs customers to Lativio. This gives me a feeling of the two companies are avoiding any refund no matter what the reason of refund is.

Then after reading the postings from you and Big Al, it kind of confirms my feeling too. It sounds to me that my decision to refund the product is going to give a bad reputation of the product for other people (I don't think I am this powerful), and so you guys try to put all the fault on me saying I deserve what I get because I knew there'd be problem, etc.

So here're my questions again.

1. Where is Lativio customer support (if it ever exists)?
2. What is the correct number to the department that handles refund?
3. Why is "Health problems" in the Reason drop down list in the refund form? Maybe infection is not a health problem? Then what kind of problem is considered health problem?

Thanks,
Tang-Hong Lai

[nirgalli]

By the way, I saw 5 Lativio supports mentioned in this site, but how come none of them's responding? How come I have a feeling that people on this site simply don't want to see negative comment about the product and that I may be banned from this site soon so that people don't have to see my negative comments again? (I am just kidding and don't think I am this influential)

Tang-Hong Lai

[Big Al]

3. forget about it and walk away without trying it because you don't know if it'll look as great on your body? (Looks like this is Big Al's and your purchasing logic)

Would you go looking for trousers if you had metal pins in your legs that prevented your wearing them? Is it logical to buy the trousers anyway, use them in a manner that rendered them worthless (SG devices cannot be resold once they've been used), then expect a refund?

So here're my questions again.

1. Where is Lativio customer support (if it ever exists)?

I contacted an agent at Lativio and referred him to your post. The individual that I contacted also didn't think your situation warranted a refund, but he was going to forward it to the customer service department for further evaluation.

2. What is the correct number to the department that handles refund?

Customer support 9am-5:30pm GMT:
UK: 0115 8490188 WorldWide: 0044-115-8490-188

3. Why is "Health problems" in the Reason drop down list in the refund form? Maybe infection is not a health problem? Then what kind of problem is considered health problem?


Your problem is a bit different. You had a preexisting condition that may void the guarantee. Again, this isn't my call. Let's wait to see what Lativio tells you.

[nirgalli]

Big Al,

Thanks for your reply and your help. You said

"Would you go looking for trousers if you had metal pins in your legs that prevented your wearing them? Is it logical to buy the trousers anyway, use them in a manner that rendered them worthless (SG devices cannot be resold once they've been used), then expect a refund?"

Your example is not really relevant to my case. In your example, you're like asking if I would buy the pants if I have no legs or have a big pin that's going to stuck at the end of the trouser leg and it's 100% sure that I won't be able to pull it up and put it on. It's not the same.

Base on what I saw in the demo, I knew the silicon band would wrap around the top, left and right side of the penis head and go through 2 holes in the upper plastic support. It didn't look like it'd cause any problem to me. And like I said, the device would have worked for me if the two holes were another 1-1.5mm apart. Besides, I didn't intend to buy it to return it later on. I expected it would be working. I didn't know the device couldn't be resold, except for the silicon bandage, the silicon band and the protective cushion. If not being able to resell is the sole reason of rejecting refund, the website should have mentioned that the device could not be resold and it couldn't be returned under MOST circumstance.

Finally, what do you mean by preexisting condition? Everyone's penis looks different. What if someone has a strange form of penis that's keeping the device from working, do you expect that person to know that he has a deformed penis and the device will not work for him? I bet he wouldn't know until he had the device on. It just sounds that the company doesn't want to refund in any or most circumstance and yet avoids mentioning it so that it can sell more units.

Thanks,
Tang-Hong Lai

[Vine]

Maybe where you live has no concept of refund

Actually, where I live I have best learned to survive and thrive using the concept of common sense.

Respectfully,
Big Vine

[Dazzlingdaz3]

Hi nirgalli,

It is certainly not my intention to " gang up" on you here and I feel for your particular situation, however, the logic escapes me that you purchased this product, given the uniqueness of your "jewellery" knowing full well that both the device and your jewellery were possibly going to interact with each other. Did it not occur to you to consider the reaction would be negative? It may have also been prudent to ask the questions on this forum about possible implications before purchasing the product. Regardless of all that, have you experimented with how you might overcome your dilemna? Perhaps removal of the piercings whilst using the device could be in order?

Anyway, it is Lativios call as to whether they will refund you given the uniqeness of the situation. I trust that you have followed all the correct protocols in approaching Lativio about your situation and I am sure that there is some reason as to why you have not been responded to as yet.

Cheers
Dazz

[nirgalli]

Hi Big Vine and Dazzlingdaz3,

Thank you for your reply. Big Vine, you said "where I live I have best learned to survive and thrive using the concept of common sense." This is only your assumption, you assume that I knew there's going to be problem. I think Dazzlingdaz3's assuming the same too or you wouldn't say "given the uniqueness of your "jewellery" knowing full well that both the device and your jewellery were possibly going to interact with each other." The truth is that I didn't think about this at all. I saw someone mentioned about this product from Yahoo! Answer. He said with confidence that this product worked, so I started searching for it. I found sizegenetics.com and saw the demo. I was impressed that there's really something that worked. The only thing I had in mind was that I'd got to have this, and made the purchase. You could say that I didn't think clearly. In fact I totally forgot about my piercings the whole time because I was attracted to the device. But you can't just assume I know this or that may happen before purchase and reply based on this assumption. Or else I wouldn't have given the jean example which I now know is not a good example or I wouldn't be called as someone with no common sense.

I do respect Dazzlingdaz3's reply. At least you're able to suggest alternative though it doesn't work well with one of the piercings, but I'm happy that at least you care. Instead of starting to respond negatively based on assumption.

Another fact is that Lativio customer support is indeed not responsive at all. You can't blame me on having the feeling that the company solely wants to make money and avoids refunding. I am sure a lot of people will have the same feeling too after sending multiple emails with no reply in 2 weeks, no matter what company it is. In fact I also opened a ticket via the support ticketing system and there's no response either.

As for the reason not talking to people in this forum before purchase is because I didn't know about this forum until I started looking for a number to contact customer service. I don't think I will be responding to this site but wait for reply from customer service. I really hope the customer service proves me wrong by responding.

Thanks,
Tang-Hong Lai

[emma_permenda]

Hello,

I have checked you account and can see that you were contacted by myself on the 03.07.06:

-emma 2006-07-03
Wants a refund, have advised that he is not yet eligble.

May I also state that you categorically did not state anything about your piercings in this ticket, and that I advised that there was a duration of time we required our customers to use the product for, before refund submissions were considered.

I offered my support with usage of the product - to which you did not reply.

I have copies of this query on record.

If you would like to discuss this further, in private, then please PM me.

Emma

[Vine]

Big Vine, you said "where I live I have best learned to survive and thrive using the concept of common sense." This is only your assumption, you assume that I knew there's going to be problem.

What I am saying is that common sense would have told you (or anyone else in your situation) to merely anticipate possible problems before they occurred. This applies with regards to all of the decisions we make in life---some with more obvious implications than others. It could be as simple as making sure the toaster isn't hot before picking it up to move it after someone has just used it, or making sure you have enough fuel in the car to reach the next fuel-stop on the highway, which isn't for another 70 miles.

I could go on and on with examples.
My point is that you did not anticipate the problems you might have had as a result of your piercings, and thus you now face yet another dilemma as a result.

The only thing I had in mind was that I'd got to have this, and made the purchase. You could say that I didn't think clearly. In fact I totally forgot about my piercings the whole time because I was attracted to the device.

This says a lot about how you ended up in this predicament. I am no lawyer or anything, but I would venture to say that, by your own admission, it was your negligence that led to this problem.

I don't presume to know how Lativio will handle this, but to me the outcome is very simple. If you are unable to use the device properly while wearing the piercings, then you must remove the piercings in order to wear the device properly.

Plain and simple.

Sure, it will probably be a hassle, and your piercings may "fill in," but that is what is required in your particular situation.

nirgalli, the argument that you have just put forth in this thread is akin to someone getting a large tattoo, and then complaining to the tanning salon that they were not able to get a proper tan as a result, and then asking for a refund.

Big Vine

[nirgalli]

Hi Emma,

I didn't receive any email from you. How do I pm you? Enclosed is a copy of my ticket that I saved to my computer.

Thanks,
Tang-Hong Lai

Hello,

I have checked you account and can see that you were contacted by myself on the 03.07.06:

-emma 2006-07-03
Wants a refund, have advised that he is not yet eligble.

May I also state that you categorically did not state anything about your piercings in this ticket, and that I advised that there was a duration of time we required our customers to use the product for, before refund submissions were considered.

I offered my support with usage of the product - to which you did not reply.

I have copies of this query on record.

If you would like to discuss this further, in private, then please PM me.

Emma

[emma_permenda]

Thanks for providing that, but that isn't a ticket.

That is your refund submission form.

I replied to your enquiry about a refund on the 3.07.06 offering my help.

This is the reply I have on record.

You can PM me by clicking on my name, and selecting the PM option.

This will send me a Private Message which is viewable only by myself.

Emma