Kate sent in the results of her petition along with the comments that had been left on it to the CEO of the Filofax Letts group yesterday. This afternoon a response was received from his team:
Dear Kate,I can confirm that the ring issues were discussed at the meeting with Filofax held in November in London.
Thank you for taking the time to highlight your concerns to us in the form of your email and petition.
We have for some while been working with our ring mechanism supplier to increase quality control measures on bulk production of these components that are fundamental to our products. When we met with the representatives of the Philofaxy community in November last year we advised that, at that time, we had not seen a noticeable increase in consumer complaints/returns relating to faulty ring mechanisms, leading us to believe that any issues were internal and not in the hands of consumers. Since that meeting we have seen a small increase in the number of consumer returns and can see evidence from the social community that there is a growing concern amongst Filofax enthusiasts. This has all endorsed our position of challenging the supplier late last year.
Our ring mechanism supplier is regarded as the largest and best in the world but like any supplier they experience problems of consistency from time to time, for various reasons. There is actually still a lot of handwork involved in assembly of 'niche' (as opposed to commodity) ring mechanisms. Please be assured that we are working closely with them with a view to mitigating any quality issues. This includes, amongst other measures, stepping up the rate of inspections we undertake at their factory and increasing our own quality control measures in our central warehouse in the UK.
Please also be assured that our customer services staff will continue to respond to all individual consumer concerns about quality in the most efficient manner. All issues will be addressed quickly and we always strive to resolve complaints to the customer’s satisfaction, the outcome of course being relevant to the individual circumstances.
Once again, thank you for your communication and for taking the time to point out the specific products you have experienced problems with. We would like to reassure you that there are no inherent problems in these ranges and that the ring mechanism issue is very much on our radar and one that we of course wish to eradicate as quickly as possible by working with our supplier
With kind regards,
Filofax Commercial Executive Team
(headed up by the CEO).
Thank you to Kate and Filofax for keeping Philofaxy in the picture with regards to this on going issue.