Jan
Damaged unit due to delivery
So I pre ordered an OG Pro end of August and during that time there wasn't the option for a carefree delivery to Germany. That function only popped up a few weeks after when I order some more accessories. So now the trouble: My Abby package arrived damaged but almost not quite visible. Other than that the delivery guy put the package down and directly went away. I unpacked the abby (I also came upside down) and the where two dents in it. One is very large I in one of the edges and bent the whole right side of the unit. The smaller one is sharper and removed the paint inside the unit so that the blank metal is visible and in a humid environment proned to corrode. I told the company my issues and the response is that I should order a "Edding spray paint" for repaint and they would cover the costs because I didn't purchased the carefree delivery. I don't understand those actions. I now have to invest time and work to get the unit into a shape it would had if I wasn't damaged.
Response from heyabby.comNov 21, 2024
Thank you for sharing your feedback, and we sincerely apologize for the inconvenience caused by the shipping damage. We understand your frustration, and we want to address the situation and offer a solution. Upon reviewing your order, we found that shipping insurance was not included, which unfortunately means we are unable to reimburse for the shipping damage. However, our priority is to help resolve the cosmetic issue efficiently so that your grow box can continue to function effectively and last for years. After reviewing the pictures you provided, our QC and engineering teams have confirmed that the damage does not affect the growing efficiency or harvest results. However, we do understand your concern about the exposed metal, which could oxidize over time due to the humid environment. To prevent this, we’ve researched a simple, quick fix and recommend an easy-to-apply spray paint available on Amazon. Cosmetic issues like this are common due to shipping or normal wear and tear, but quick fixes like this can maintain the longevity of your grow box. We’ve worked with many customers on similar cases, and the results have been positive. Additionally, your grow box comes with a 1-year warranty, so if you experience any functionality issues, please don’t hesitate to reach out to us. Every grow box also includes a free 3-month 1-on-1 growing support subscription. For growing-related inquiries, our grower team is available via the app to assist you throughout the growing cycle. We recommend sending a picture of your plant and its roots to help the team provide tailored suggestions. We appreciate the opportunity to work with you and are committed to making your growing experience with Hey abby a success. Please feel free to reach out if you have any further questions or need assistance. Happy growing!