Subject: Re: Re: Re: Trouble Shooting steps Mattress Pad- C21431277 #Ref 2021072000091446
From: Keith Tomlinson <[email-masked]>
To: "[email-masked]" <[email-masked]>
Date: Mon, 26 Sep 2022 08:06:07 -0400

Thanks Latesia, will do.

Regards,
Keith

On Mon, Sep 26, 2022 at 7:37 AM [email-masked] <
[email-masked]> wrote:

> Hello Keith,
>
> Thank you for your email.
>
> Please send your request to JLAHOME at : [email-masked]
>
> You can email your concerns to: [email-masked], Monday-Friday
> 7:00am-3:30pm (PST). You can also call if you would like 1-866-456-8852.
> Please be sure to provide a copy of the original purchase receipt at the
> time of your request; if sending an email.
>
>
>
> Thank you,
>
> Latesia
>
> Designer Living
>
>
> ===============================================================================
>
>
> Good afternoon,
>
>
>                             The replacement mattress pad is showing the
> same error message as the previous one did. I went through the trouble
> shooting steps, and it still shows the ‘E’ message. Can you please send
> another replacement, and we’ll return this one?
>
>
> Thank you,
>
> Keith
>
>
> On Tue, Jul 20, 2021 at 4:57 PM [email-masked] <
> [email-masked]> wrote:
>
>> Hello Keith,
>>
>>
>> Thank you for the photo.  As per our conversation, please allow at least
>> 6-8 business days to receive your replacement mattress pad.
>>
>>
>> Thank you,
>>
>>
>>
>> Erlinda
>>
>> Senior Customer Service Rep
>>
>> Designer Living & Electric Product
>>
>>
>>
>> ===============================================================================
>>
>>
>> Hi Erlinda,
>>
>>
>>               Please see attached as requested. If you can also send the
>> tracking information  for the replacement when available, that would be
>> greatly
>>
>> appreciated.
>>
>>
>> Thanks
>>
>> Keith
>>
>>
>>
>> On Tue, Jul 20, 2021 at 11:36 AM Customer Service [email-masked]
>> <[email-masked]> wrote:
>>
>>> Hi Keith-
>>>
>>>
>>> Re sending the email.
>>>
>>>
>>>
>>>
>>> As per our conversation, to complete the warranty of your electric
>>> product, please cut controller connectors off the blanket and or the sewn
>>> on label in half on the defective product, like in the examples  below and
>>> email to us.  Thank you
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>> Sincerely,
>>>
>>>
>>>
>>> Erlinda
>>>
>>> Senior Customer Service Rep
>>>
>>> Designer Living & Electric Product
>>>
>>> E&E Co. Ltd. dba JLA Home
>>>
>>>
>>>
>>>
>>>
>>>
>>> Thank you,
>>>
>>>
>>>
>>> Erlinda
>>>
>>> Senior Customer Service Rep
>>>
>>> Designer Living & Electric Product
>>>
>>> E&E Co. Ltd. dba JLA Home
>>>
>>> On Tue, Jul 20, 2021 at 8:33 AM Keith Tomlinson <[email-masked]>
>>> wrote:
>>>
>>>> Test
>>>>
>>>>
>>>> On Mon, Jul 19, 2021 at 4:19 PM Customer Service
>>>> [email-masked] <[email-masked]> wrote:
>>>>
>>>>> Hello Keith,
>>>>>
>>>>>
>>>>> Below are the instructions provided to you over the phone, on how to
>>>>> troubleshoot the mattress pad.
>>>>>
>>>>>
>>>>> Unplug both power cords from the wall – disconnect the controllers
>>>>> from the unit (i.e mattress pad/ blanket) leave everything disconnected for
>>>>> at least 45 minutes after this time switch your controllers to the opposite
>>>>> sides left to right and right to left.  Plug controllers into mattress pad
>>>>> and or blanket first and then  plug power cords into wall outlets.  Turn
>>>>>  power on-  select a heat  setting and click on preheat- allow the unit to
>>>>> “preheat” (preheat takes about 30 minutes).  Once the unit is done
>>>>> preheating the controller will revert back to the heat set # you selected
>>>>> prior to "preheat".
>>>>>
>>>>>
>>>>> Hopefully this may reset the  mattress pad.  If not, please call us
>>>>> back with the results.  Your Claim case # is C21431277.
>>>>>
>>>>>
>>>>>
>>>>> Thank you,
>>>>>
>>>>>
>>>>>
>>>>> Erlinda
>>>>>
>>>>> Senior Customer Service Rep
>>>>>
>>>>> Designer Living & Electric Product
>>>>>
>>>>