Why can Netatmo not honour their promises?????

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My third attempt to resolve the early low-battery failure of my two smoke detectors.  The first attempt was for a single detector, where Netatmo sent me a voucher to replace it free of charge.  However, the smoke detector was out of stock on the website for so long that the voucher had expired.  Since then, the other smoke detector has failed, yet Netatmo still fails to resolve the situation correctly.

 

[nsa] [Can the battery be changed after 10 years?] [360025538732] Solved

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    mail
    Both smoke detectors are show in low battery alerts after just 6 years instead of the 10 years promised. Please could you provide a voucher code to allow me to replace them with a 2 x pack from your website.
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    Lionel
    Good afternoon,

    Thank you for contacting Netatmo Customer Service. I am Lionel and I will assist you with your request.

    From what you mention, your device seems to be defective, and I would like to apologize for the inconvenience.

    In order to provide you with a suitable solution, could you please send me a photo showing the rear of the smoke detector, together with its serial number? Please consult this article to find your serial number:

    Also, please send me a copy of your purchase invoice.
     
    I will then be able to provide you with a solution once I have received all these elements.
     
    I thank you in advance for your cooperation and remain available if you have any further questions.
     
    I look forward to hearing from you, and wish you a very pleasant day.
    Best regards,
     

    Lionel
    Technical Support Agent


        

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    Hi Lionel,

     

    Serial numbers are already on the two photographs previously updated to your portal 

     

    Serail numbers xx:ee:xx:51:xx:00 and xx:ee:xx:3c:xx:50

     

    I have attached the Amazon purchase invoices and a screenshot of the Amazon order record.

     

    Best Regards,

     

    Ged WIlkinson

     

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    Lionel
    Good afternoon Ged,
     
    Thank you for your reply.
     
    In order to provide you with a suitable solution, could you please send me a photo showing the rear of the smoke detector, together with its serial number? Please consult this article to find your serial number:
     
    I remain at your disposal for any further information.
     
    Best regards,

    Lionel
    Technical Support Agent


        

 

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