Tropitone reopens headquarters
Manufacturing resumes at Southern California plant
-- Casual Living, 2/2/2010 8:06:00 AM
Tropitone Furniture Company’s corporate office and manufacturing activities are back at full strength following repairs to its facility in Irvine, Calif.
The damages resulted from a series of intense rain storms that plagued Southern California for more than a week after originating over the northern Pacific Ocean. On Jan. 19, a torrential rain caused a section of the roof to collapse in the manufacturing portion of the facility. A subsequent storm on Jan. 20 caused damage to the roof in another section.
“We are very fortunate that no one was injured during either of the two incidents,” said Tropitone President and CEO Cap Hendrix. “However, the second roof damage was near the electrical panels that service the entire facility. This required us to shut down electrical power.”
Tropitone deployed its business interruption plan to bring IT services back up within hours utilizing temporary power. Permanent electrical power and other essential services were restored once the roof was repaired and the facility was declared safe. Repair and cleanup operations have followed. Just 10 calendar days after the first incident, all employees were able to return to their jobs on Jan. 29 to prepare for full operations to start again on Feb. 1.
“It is a testament to the spirit of Tropitone’s people and the long-standing, close relationships we have in Irvine and throughout Southern California that we have recovered so fast,” Hendrix said. “Within minutes of the first incident, we had mobilized the resources necessary to begin the recovery process. The incredible teamwork began with emergency first responders and has continued non-stop through today. Despite the business interruption, it has been an inspiring experience.”
Tropitone’s Irvine operations were back at full strength as of Monday. It will take a few days to get totally back to normal.
The Irvine-based staff will continue to work closely with its facility in Sarasota, Fla., to overcome any time-sensitive business issues caused by the business interruption. The Sarasota facility services primarily the eastern part of North America, but has the same capability as Irvine to manufacture and ship products. This two-plant approach is a key component of Tropitone’s strategy.
Tropitone leaders expressed thanks to all who helped during this difficult situation. “The support we have received from our customers, sales representatives and the casual furniture industry has been incredible,” according to a company news release.
President
Tropitone
5 Marconi
Irvine, CA 92618
**2nd Notice Sent - First one by US Mail**
Dear Sir or Madam,
It is with great disappointment that we must write this letter. The Tropitone Torino outdoor patio furniture (item numbers 11154,11156,11058,21070) purchased May 6, 2007 has brought us so many great memories and fun times with our families, friends, and acquaintances. We have absolutely loved the patio set. However, through the Winter of 2012-2013, we observed that there were several areas within the legs of the four (4) standing chairs that are splitting. By this, we mean it appears that the aluminum legs are “bursting” at the seams. As we saw this in late February, 2013, we followed up with our local store where we purchased the patio set to understand what could be done to correct the situation and/or remedy the problem – The Great Escape, in Canton, Ohio.
The Great Escape assured us that they would submit the pictures to Tropitone that we sent to them (and we are enclosing in this letter) and that we would hear something back fairly quick on a correction/solution to the problem. About a week later, February 21, 2013, we did hear back from Tropitone’s Warranty department. Unfortunately, we are very disappointed to understand, after spending approximately $4,000 on this set, below is the response that we received:
“We review photos that were sent to warranty department showing chair legs with freeze damage. This type of damage is not covered under warranty. However, the integrity of the frames may not be affected and frames could be repaired by using a liquid weld type compound (available at hardware stores), sandpaper, and touch up paint.
Area would need to be hammered back to original shape and then use items above as needed. A patio furniture repair company could also repair this type of (freeze) damage to chairs. As an accommodation, I can supply touch up paint needed for repairs at no charge. Let me know if you have any questions and also if customer would like me to send touch up paint. Thank you.”
John Boden
Tropitone Warranty Department
5 Marconi
Irvine CA 92618
This is totally unacceptable and a response of this nature is unbelievable! We would hope you would agree. We cannot imagine this type of response from such a reputable company as Tropitone! Imagine yourself in this situation when you purchased what you believed to be a quality product, you now get a “less than” worthy response on a product quality issue. Not to imagine telling your customer that they should (1) buy a liquid weld type compound, sandpaper, and touch up paint; (2) hammer back the area to its original shape; (3) then contact a patio furniture repair company to repair the freeze damage! You want us to do what…!!!??? Please also know that this patio furniture sits with many other pieces of outdoor patio furniture that we own – worth about $20,000 - all year long. We keep our furniture cared for and covered based on recommendations given to us from The Great Escape.
After having worked in Customer Service for over 20+ years for very reputable Fortune 500 companies, we cannot understand how such a misaligned and non-accountable response can be sent to your customers.
It is by this letter that we ask you to please review this information in more detail and advise us a best plan of action.
Unfortunately we are very saddened to learn that such a reputable company that we thought had such a reputable brand and quality promise could be letting us down on all fronts. And, that such a reputable company would allow these types of “generic” responses from your Warranty organization.
We thank you in advance for your review and prompt attention. And, we look forward to hearing from you soon.
Sincerely,
Scott and Cindy Hartzell Enclosures (pictures of different views of aluminum legs bursting)
5809 East Blvd NW
Canton, OH 44718
Phone: 330-499-6767
Scott cell: 330-495-2542
Cindy cell: 330-904-2289
shartzell@neo.rr.com
Scott and Cindy Hartzell - 2013-04-29 23:11:01 EDT
Good morning Mr. Cap Hendrix,
In September of 2009 The Chalfonte Condo purchased $30,000 of Troptione South Beach Wave Style Chaise lounge furniture.
Chalfonte has sent Tropitone Warranty department many pictures showing the gashes that are occuring from the design of the chaise lounge. I have had two conversations with John Boden. He researched the problem but was not able to provide any solution other than referring me back to the the company we purchased them from(Laurence and Associates). This does not resolve the issue, a defect exists in the design of the chaise lounge.We need your help.
Kind Regards,
Kay Asplund
Chalfonte Condo
561 392 1530
Chalfonte Condo - 2010-03-08 11:48:00 EST
In September of 2009 The Chalfonte Condo purchased $30,000 of Troptione South Beach Wave Style Chaise lounge furniture.
Chalfonte has sent Tropitone Warranty department many pictures showing the gashes that are occuring from the design of the chaise lounge. I have had two conversations with John Boden. He researched the problem but was not able to provide any solution other than referring me back to the the company we purchased them from(Laurence and Associates). This does not resolve the issue, a defect exists in the design of the chaise lounge.We need your help.
Kind Regards,
Kay Asplund
Chalfonte Condo
561 392 1530
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Tropitone roof damaged by heavy rains
Jan 20, 2010
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