This guide is to allow customers who need to file a claim with Littermaid the opportunity to know what to expect during your call.  We were an authorized Littermaid dealer and decided after numerous problems with this call and several of our customers to drop the littermaid line.  This guide will tell you what information you will need, when to expect your box, what will need to be shipped to Littermaid, where to locate that information, and have it ready for your call.  It is also best to let them know the NAME of the store you purchased from, not a general site  (example "ebay").  You will need to know your date of purchase, or have a receipt - which each authorized seller should be able to provide.  Make sure you are purchasing from a reputable seller who is AUTHORIZED or your item is not warrantied.  If the date code shows it was sold over a year prior, and you have no receipt - your item will not be warrantied from Littermaid.

As a dealer with Littermaid, it was very important to us that if a problem arises with a littermaid box, that our customers are taken care of.  Since we own a Littermaid ourselves (the LME9000MB), we had some issues arise with the battery compartment not working as it should, so called customer service at Littermaid.  We decided to place our call shortly after the holidays to see how well customer service was handled.  The most important part of this call was to gauge how OUR CUSTOMERS are handled if a warranty or defect arises.

The first several times we called we received a voice mail message that stated, "Due to heavy call volume, please try your call again before the hours of 10 AM or after 5 PM", which then hung up.   I called our rep and was informed the offices were closed until January 12th which was over 2 weeks from the initial time we tried to call.  There was not anyone in the building to answer any customer service calls, however, the customer service line did not relay this information. It was very frustrating since I had been trying to call for this length of time and could not reach anyone and no message indictaed the offices were closed.  If you receive repetitive messages about "heavy call volume" I would venture to guess they have closed the offices again.

On January 12th, I called the customer service center, which is outsourced from Littermaid - you are not actually reaching there offices, so if you don't explain this is WARRANTY they will try to charge you $7.50 - $10.00 to ship a new product which is very unfair for any customer to have to pay since they have already paid once to have a working product arrive.  In the same sense, all authorized dealers buy these items with the assumption that Littermaid is selling them working boxes also - and then pass them on to our customers.  It shouldn't be a dealers fault that the box is not working either - so the warranty should fall on the company that offers it, which is Littermaid.  When I finally reached someone, I explained that I purchased my item in mid April, and the battery compartment did not work, that the item had to be plugged in. The customer service department at Littermaid asked me to remove the battery compartment cover of my litter box and tell her the date code, and model number stated under the "D" compartment. This is a small compartment on the top of the unit with the letter D across the cover for this particular box. She then stated that my "warranty box" shipping fee would be waived, and that in order to receive a new box, I needed to mail them the compartment cover, and the circuit board chip from the item.  She explained a new litter box would be mailed to me within 10 - 14 business days. Most customers who have an automatic litter box have it due to the fact that there time is limited and they don't have time to "scoop" a box - so waiting 3 weeks for a new box (10 - 14 BUSINESS days), is a very long time.  The rep then transfers you to the automated address line that will explain what you need to send and where to send it.  Make sure you include tracking such as delivery confirmation or ship it via Fed ex or UPS to ensure it arrives at the location.  You will need to send the following:

Name:
Address:
 Transaction number (you are given this during your phone call):
Circuit board which is cut from your box *under the D compartment lid*
D compartment cover.
(For LM900 or LM500 this is slightly different) 

You mail this information to Littermaid's Warranty Department which is:

ACP
23600 Aurora Road
Bedford Heights, Oh 44146

It will cost you a few dollars to ship this item, but you can send it priority mail with delivery confirmation for $4.80.

After calling my rep and complaining about how this call had been handled from the start, the following day, I received a phone call and was told that if I could provide tracking information that the D cover and circuit board were shipped, they would not hesitate to ship out a new box immediately that day, which was done and was expected to arrive in a few days.  You are not required to ship the entire box back to Littermaid, only circuit board components to ensure that the box is disabled - yet still a cost that should not be incurred by a customer or dealer who already paid them for a working box.   There are many people who are "out of warranty" who would love some of these pieces you still have remaining such as the ramps, rakes, box top, lid cover, etc.  Do not throw away your "non working" litter box, these are of value to many people.

My littermaid arrived a few days later, but it was a cheaper model, the LME9000, not the 9000MB - which was ust another disappointment.  It was at that time we decided to drop the littermaid line since we didn't want our customers to have to experience the same poor quality, poor customer service, and poor shipping that we encountered.

We hope this information has helped you with any question you may have concerning a littermaid.  Although we do own one ourselves, we still never received the proper model or working box that we asked for.  The boxes as of lately have experienced quite a few problems with parts not being included, machines broke upon arrival, etc.  This is generally not the fault of ANY dealer, and is the result of the quality control.  If you contact Littermaid on there website, you can also get parts or help that you need - and make sure you register your product, it's the first step in helping with any warranty item that may arise.