Customer service is top notch. R&D also. It’s a huge pity that quality control seems to be non existent. It’s so easy to fix.
Definitely contact them. You are now third on here with this problem. I didn't report on this because Shane is taking care of it, but I have been monitoring the forum for other people with the same problem. It sounds like this is more common than he had thought.
“Non-existent” is a ridiculous statement. We have a single-digit percentage fail rate on QC for a production method that nobody has ever used for a product like this. This issue never occurred during test production so it wasn’t a QC focal point. Now it is.
QC is an evolving process. For this razor, we have thousands of parts produced every month. Every single part faces a number of inspections and is measured by hand and optical scanners at two checkpoints during production. Those measurements are logged and tracked in a closed-loop system to ensure that parts are improving over time. Plus several visual inspections. That measurement process is tedious and time-consuming so you measure primarily what you know to be a likely area of concern. This issue wasn’t one, but now it is.
I spent a full day last week at our manufacturer doing a deep-dive into qc to better understand how this specific issue happened. I went through every single step. It’s actually a mind-blowingly complex system. The most important part of the system is that it is self-improving. Every month we’ll get better and better parts, tightening the QC belt as we go to keep moving in the right direction.
No novel technology or application of technology is without hiccups. That doesn’t mean the process is broken or that the tech won’t work. It means only that it’s new and that it will improve substantially over time.