December 1, 2020
V2.0 REPAIR UPDATE
We are making progress, the replacement parts have now arrived in NZ and repairs are underway. If you have already reported a fault you should by now be in the process of having your unit collected for repair.
If you are yet to report a fault please do so now, also if you are gifting your unit for Christmas, so we can arrange to collect your unit and get it back to you ASAP.
We will repair all reported faults first, then we will begin to recall units that are not reported faulty and make the repair as a precaution. Please email us info@chandlerandme.com if you need more information.
Thanks, Brian.
October 16, 2020
Quality Alert UPDATE
Unit 2.0
As you will no doubt have read in my original post below we have uncovered a manufacturing defect that could cause The Candle Maker 2.0 to stop stirring properly. This is not a safety issue so if your machine is stirring OK then please continue using it. The fault is related to the magnets within the main unit that control the spinner in the jug, they can come loose and cause the stirrer to slow significantly and ultimately stop altogether. There is no such issue with the original model.
Over the last seven days my team and I have been working with the factory to resolve this issue and develop a plan to get your unit repaired ASAP and to get our remaining stock repaired and ready for sale.
The plan as it stands:
The factory is gearing up to manufacture replacement parts and air freight them to us ASAP, this is being overseen by my local design engineer in New Zealand. As soon as I have an official ETA from the factory I will let you know but the ball park right now is that it will take around 30 days.
There will be a limited number of parts in the first air shipment so we need to manage the repair process as follows;
• Customers that have already reported a fault will be the first to get their units repaired and we will contact you closer to the time and make arrangements to collect your unit.
• If your unit is working OK please keep using it, these units will be progressively recalled for the repair over the course of a few weeks. We will contact you.
If your unit develops a fault in the meantime please email us at info@chandlerandme.com with your name and order number.
Please do not send your unit back at this stage, we will contact you. If you still have the box and the packing/courier box please hold on to it and we will send you a pre-paid courier label when it is time to send the unit in for repair.
I understand that this is such a frustrating issue for many customers and I am really appreciative of the support and understanding we have received so far. We will get our product back on track! I will update again here and by email as soon as I have more information.
Brian.
October 9, 2020
Quality Alert
Manufacturing fault with magnetic stirrer mechanism
Brian here, the inventor of The Candle Maker, I am afraid I write this post with some disappointing news. We have a problem.
Since releasing the Candle Maker 2.0 onto the market a few weeks ago we have started to receive feedback that some units have stopped stirring. This is not a safety issue so if your machine is stirring fine then please continue using it for now. The fault is related to the magnets within the main unit that control the spinner in the jug, they can dislodge and cause the stirrer to slow significantly and ultimately stop altogether. There is no such issue with the original model.
I am obviously gutted to have to write this post, The Candle Maker has been adopted by so many of you throughout Australia and has always been a reliable and high quality product. I feel terrible about this situation we find ourselves in and I am very sorry, I will fix it but it may take some time.
I am working with my team and our contract manufacturer to formulate a plan of action which may well involve gradual recall/replacement of units that are in the market. Obviously we will also rectify all unsold units ready for sale. I have already emailed all customers who have purchased the new units and will follow up again within 7 days with the plan and the options available to you.
Again, if your unit is working fine you can continue using it until further notice. In the interim, reports of faults should be directed to info@chandlerandme.com and we will respond within 48 hours. Please keep faulty units until we formulate a plan and send you further instructions.
Q. When will the units be replaced and/or available to purchase again?
A. This situation is evolving and it is unclear at this stage but we will notify all customers in due course and update on Facebook and here on our website as well as by newsletter. We will soon add a “waitlist” feature to the website so that you will receive an email as soon as the units are back online.
I appreciate all the positive support and understanding I have received so far, it is truly humbling that our customers are standing by us in this difficult situation. Rest assured I will put this right and nobody will be out of pocket (apart from me) and we will be back to our usual high standard ASAP!
Brian Simpson
Founder and Creator
Chandler & Me