Subject: RE:Re: Re: Trouble Shooting steps Mattress Pad- C21431277 #Ref 2021072000091446
From: "[email-masked]" <[email-masked]>
To: "[email-masked]" <[email-masked]>
Date: Mon, 26 Sep 2022 04:37:49 -0700

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