06-21-2010, 05:14 PM
Gary, I would hold off for a couple of weeks to see if you get a further response. It looks like it might be a standard form letter that is automatically generated whenever a customer reports a problem. since the letter said that the "Product Dept." would be informed of this problem, give the Product Dept. time to review the situation and contact you about a solution. If you need to send a follow up letter, I would mark it "Attention Product Dept," and enclose a copy of your original letter and picture just in case the original letter was lost.
I have sent emails to companies about a problem with a product in the past, an invariably I get an automatic response email not unlike the letter you received, and it is followed up by a personal response from tech support, quality control, or whatever a few day later.
I have sent emails to companies about a problem with a product in the past, an invariably I get an automatic response email not unlike the letter you received, and it is followed up by a personal response from tech support, quality control, or whatever a few day later.