Complain about a product or service

Cybersonics

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Deanna of Bothell WA writes (1/24/02):
I purchased a cybersonic toothbrush in Nov 2000. I had it for several months and it started to heat up and make funny noises. It wouldn't work well and made very loud noises. I called and was one of the fortunate few to get through to customer service and they sent me a replacement and I sent back the original one.

Now I have been trying to reach them to purchase new brushes and I can't get through on the phone because it is always busy and they don't respond to my emails and now I can't locate the web site it is not coming up. This company is in trouble and their customer service is less than reputable. I am not able to use my tooth brush now because I need new brushes so I have decided to buy a Sonicare, they are more reputable! Infomercials ought to be banned, they are sooooo deceptive.

Cindy of Middletown MD (1/24/02):
Cybersonic is unable to respond, correct, or replace two defective toothbrush handles due to the overwhelming numbers of complaints and defective products. It lasted 2 days before the on-off switch stuck in the "on" position (both units). After six months of complaining in March 2001 they said they would stop the auto brush replacement (per my request) and send replacement on/off buttons that peel/stick on the handle to fix the problem; the buttons never showed up.

Five months later they said if I sent back the handles they would replace them, it has been another five months of phone calls and still nothing has been received. I'm out the handles and my money. Now it has gotten to the point where I can't even get in touch with them, or immediately get pushed to a voice mailbox that has a message that the box is full - no wonder since everyone that bought one is calling to complain. Insult to injury is that they still are auto billing my credit card for replacement toothbrushes.

It appears that Cybersonic will continue to auto bill my credit card forever unless I cancel the credit card. Cybersonic got their money for two Cybersonic units that I have returned to them in exchange for replacements that will likely never arrive. Cybersonic is praying on people that work and raise families full-time and they are playing the odds that such people can't spare the time and energy to recoup losses - unfortunately they are right.

Bruce of Livermore CA (1/22/02):
We purchased a Cybersonic Toothbrush from the infomercial approximately 1 year ago. The toothbrush worked great for 11 months and then we started to have problems with the on-off switch. The switch would sometimes work and then it got to its current stage which is not operating at all.

We have tried for almost a month now to call the customer service number that was given to us only to here a recorded message that repeatedly tells us to call back between certain hours, which we do, and receive yet again the same message continually. The only live person we have spoken with regarding this situation is at the telephone number used for ordering the product only.

We would just like to find out if we can get it fixed and if so how much it would cost to do so, but that is not possible if nobody will answer phone calls.It is very disappointing to find out after spending a considerable amount of money by anyones standards on a toothbrush, that we would only have use of it for less then 1 year.

Jill of Concord NC (1/8/02):
After watching the infomercial on TV for several months, I decided to break down and purchase one. While I was on the phone ordering my toothbrush, they told me about a "special offer" where I could purchase additional units for 1/2 price. "Wow, what a good deal" I thought. So I went ahead a bought two more as Christmas presents. I am one of the lucky ones, I actually received all three of the units. I was so excited.

I used the toothbrush the next morning and I really liked the way my teeth felt. I am normally pretty leary of infomercials, but so far I was satisfied. Then one morning at about 5:30 am, my toothbrush turned on all by itself. Believe me, that is not a fun way to be woken up. It took me awhile to figure out what was going on. I got up and tried to turn the toothbrush off, but could not so I just let it run itself out.

When I got home from work that night, I charged the toothbrush and tried to use it the next morning. No luck. Of course, this happened after the 30-day trial period was up. I dug out my invoice that I received with my order and tried to call the customer service number. I got a recording that told me that they were not open and what they hours of operation were. I made a note of the Pacific Standard Times that they told me, converted them to Eastern so I would know when I could call them back.

I have tried to call them again numerous times, but have not been lucky enough to reach a human being.

At the same time that I tried to contact Cybersonic via the phone, I completed a customer service form on their web site. I did receive a response from the web site telling me that I had a defective handle. They stated that they had contacted the warehouse and that they would be shipping me a new handle. They instructed me to return the handle and write "Defective" on the outside of the package and on the invoice. I had to return the handle within 10 - 15 days or I would be charged for the handle amount. I returned the handle per their instructions in October, but still have not received the replacement as of January.

Ironically, they have managed to send me the replacement brushes that they are supposed to send me every 3 months. I just want the replacement handle so that I can use the new brushes. I do have great concerns about doing business with a company that you can not ever talk to an actual employee that works for them. I gave the additional toothbrushes to my parents and brother for Christmas because it was too late for me to return them. I have my fingers crossed that nothing goes wrong with them.

Ross of Tampa (12/21/01):
On August 15, 2001, a defective Cybersonic toothbrush handle and charger was sent for repair. After many months the handle was returned repaired but we have NEVER received the charger. Unable to use toothbrush without charging it!

Karen of Healdsburg CA (12/18/01):
Bought a toothbrush in Nov. 2000. In Sept. 2001 it ceased working. Called the company and was told to mail it in. I sent it off Sept 21, UPS and insured. Called Oct 15, as I had not received anything back. Was told that a replacment unit was being mailed on Oct. 16 to the 18th. Had not received it by Oct. 30. Called again Spoke to Latonya and was told it was shipped on the 19th. Called again on Nov. 11, and spoke to Aaron, who told me it had not been shipped at all and he would put a rush on it.

On Nov. 26 I mailed a detailed letter to them saying I expected the replacement from them to be delivered withing 10 working days of the date of the letter or I was contacting my attorney. The threat didn't work either. Spoke again to them on Dec. 5 and was once again told it had been mailed. The date today is Dec. 18, and I still waiting. You must also take into account the fact that to reach a living person, you must remain on hold forever.

Linda of Amery WI (12/18/01):
I ordered a Cybersonic toothbrush over the phone on 9/09/01. Less than 1 month later it quit. I sent it back as suggested, insured with the Post Office. I have sent 3 e-mails called 4 times sent a letter and no success. It has consumed a lot of my time on the phone.

Pat of Clarksville, TN, writes:
I ordered a cybersonic plaque removal system from an informecial Nov 5, 2000. I chose to have it billed over 5 monthly payments. I received it within 2 weeks. It lasted 5 days before the on-off switch stuck in the "on" position. I called the company since it had a 30-day return policy to have another one mailed to replace the defective one. The rep said I would have to pay shipping and handling to return the defective brush. The bad feeling was because she never apologized for any problems I had.

I later called and talked to a supervisor who also said they were not responsible for replacing a defective brush at their expence even if it was less than 30 days. I advised I would return it, but I did not want a replacement based on how they operated their business. I mailed it back certified mail. The green card from the post ofc has the signature of R. Romirez, dated Dec. 1.2000. I have been billed each month for the past 3 months even though the product was returned with their knoweledge. I have contacted my credit card company to dispute the charge each of the last 3 months, they continue to bill for a product that I no longer have.

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