UPDATE SEPT 2022
We are glad to say that we’ve found a solution for the problem! The solution was tested thoroughly by the same, external, authority that ran the initial tests and passed with flying colors. It’s an easy fix that can be implemented quickly and without any special knowledge or tools. We’ll provide you with a step-by-step-manual (see below).
In the beginning of October, we’ll start shipping the solution to your initial delivery address (unless requested otherwise by you). If you’ve just recently made your purchase, then you’ll be one of the first ones to receive the solution. There’s no need to send the hammock back to us.
If you do not wish to receive the solution, for example, because you’re not using the hammock anymore, or if your current address differentiates from the address of the initial shipment, please let us know before September 28, 2022. We thank you for your patience.
If you have any questions relating to this, please, contact us via firstname.lastname@example.org. Please call us, if you would like to speak to us personally: +49 209 604889-11.
How do I install the solution?
The installation of the PVC-tubes, sleeve, ceiling mount and motor s-link are very easy to install. We’ve sent you a step-by-step manual with the solution, which will help you. You can also find them online via the links above.
I received more PVC tubes than I have snaphooks. Why is that?
You have received double the amount of PVC tubes that you actually need. We want to make sure that you have a spare set available, in case the tubes would tear (wear & tear).
Can I get a tracking code for my solution?
We are working with our team non-stop to make sure you are receiving the solution as fast as possible. Here, buyers, who just recently purchased a hammock will receive the solution first and we are going back in time, making sure everyone, who have purchased a hammock in the past five years receives a solution. Please understand that due to this workload, we are unable to share tracking codes. We appreciate your patience.
How to fit the PVC tubes on the snaphooks?
In the package delivered to you with the solution, you can find a step-by-step guide of how to install the PVC tubes. Additionally, you can watch a short instruction video showing a trick on how to make it fit here:
It is a bit difficult to fit the PVC tube with the Move Motor. Any tricks?
Here you can watch a short instruction video showing a trick on how to make it fit. It’s important that the solution is installed tightly, ensuring a safe usage of the hammock:
How to install the new s-link for the Move Motor?
In the package delivered to you with the solution, you can find a step-by-step guide of how to install the S-Link. Additionally, you can watch a short instruction video showing how to install the link here:
NONOMO® Hammocks and its fastening systems
QLEVR considers the safety of her customers to be her highest priority. Since we acquired NONOMO®, end of last year, we’ve been testing and redesigning their products to ensure the same safety standards as for our other brands. It’s in this perspective that today’s communication reaches you.
After thorough testing of the hammock and its fastening systems, we’ve identified a potential safety risk. When using the hammock, there’s a chance that small particles come off the metal parts of the fastening systems through abrasion. These particles can fall into the hammock and cause serious injury.
It’s important to know that no accidents were reported with the hammock. This is a preventative measure. We ask you to stop using the hammock as of now immediately without any exception.
We’re finishing the design of the final solution for this problem and should have this upgrade ready by the start of October. The solution is an easy fix that everyone can deploy without using special tools or special knowledge. This solution will be shipped to the shipping address of the initial order free of charge and will contain a manual on how to upgrade the parts that are underperforming. In the meantime, we strongly advise not to use the hammock anymore. There is no need to send the hammock back to us for this upgrade.
We offer our sincerest apologies for any inconvenience. If you have any questions relating this, please contact us via email@example.com. We’ve also set up a dedicated telephone number if you would like to speak to us personally +49 (0) 209 604889-11
Please keep an eye on your mailbox for the next communications concerning this problem and its solution.
We thank you in advance for your consideration and patience.
Your team at QLEVR and NONOMO®
1. What is the solution you are developing?
We are designing a cover for the spring that seals all the metal parts and replaces the large chain with a strong fabric rope. This eliminates the possibility of metal dust falling into the hammock.
2. When can I expect to receive the free upgrade?
We aim to have the solution ready by early October and delivered to you by mid-October. We will do all we can to get the upgrade to you as soon as possible.
3. Do I need to be concerned about my child’s safety?
No accidents have been reported with the hammock. These measures are completely proactive to prevent future injuries.