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Mon Jan 05, 2009 4:50 pm  |
We've been alerted to the possibility that some of the Ossential Radical Night Repair sold in the Jumpstart Kit has separated (meaning, there's a watery/oily layer at the top of the jar.) This liquid will dispel after just one or two pumps, and the balance of the product is perfectly fine and safe to use.
That being said, it doesn't pass the quality control test. We don't want to sell anything that is less than perfect. Therefore, we are proactively sending free replacements to Essential Day Spa (and other online retailers), and asking them to supply a replacement to anyone who purchased Jumpstart since December 1. You should receive the replacement within 10 days. Anyone who purchased the Jumpstart Kit from our own website will also get a free replacement. Not all of the goods were damaged, so yours may be perfectly OK. If so, enjoy! Either way, we trust you. You don't need to feel guilty and return any product to us.
We regret this inconvenience, and thank you for your patience.
PS Just because we are voluntarily and proactively addressing this problem, don't be concerned that the product is in any way unsafe. It's perfectly OK, it's just not "perfect"!
Donna Queen |
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ZO Skin Health |
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Mon Jan 05, 2009 4:52 pm |
| Wow, what great customer service, Donna. Much appreciated! |
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Mon Jan 05, 2009 4:52 pm |
| zoskinhealth wrote: |
| Therefore, we are proactively sending free replacements to Essential Day Spa (and other online retailers), and asking them to supply a replacement to anyone who purchased Jumpstart since December 1. |
Donna, thanks for the update and the consistently superior customer service! |
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No longer answering PM's due to numerous weird messages. |
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Mon Jan 05, 2009 6:09 pm |
Wow! Santa's making another visit! Talk about great CS..  |
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Mon Jan 05, 2009 8:27 pm |
m1rox and rileygirl
thanks a lot for your advice,i think i will order a set before gift time over:) |
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36,asian,freckles,dry to normal skin type |
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Mon Jan 05, 2009 8:36 pm |
| Great, Fang! Hope you love it as much as I do. Please post how you are getting on with it once you try it! |
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Mon Jan 05, 2009 11:04 pm |
| bethany wrote: |
| zoskinhealth wrote: |
| Therefore, we are proactively sending free replacements to Essential Day Spa (and other online retailers), and asking them to supply a replacement to anyone who purchased Jumpstart since December 1. |
Donna, thanks for the update and the consistently superior customer service! |
Argh, that explains why I did not like the consistency and smell of the product when I first started using it. I complained here about the strong fragrance. It was also gooey and watery. I noticed the smell and texture improved after using for a week or so. I purchased mine online from Nordstrom before 1 December. |
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Tue Jan 06, 2009 2:45 am |
| Did you try to get an exchange at Nordstrom's, mlrox? |
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Tue Jan 06, 2009 3:45 am |
| Do we need to notify eds or ZO If we have the above mentioned kits? It sounds like they will replace automatically but I don't want to leave anything to chance! Do we return the product that we have? I purchased from both eds & ZO online (because I wasn't sure if eds was going to carry the line in time). I am now in Jumpstart Kit backlog but for the $$$$, I certainly don't want to have anything that isn't just right. |
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Tue Jan 06, 2009 6:27 am |
ruthmarion, it sounded to me from Donna's message above that this would automatically happen.
ETA: But, I certainly understand not wanting to leave anything to chance. Hopefully Donna will come along with an answer for you! |
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Tue Jan 06, 2009 8:50 am |
Thanks Donna - This is very proactive, awesome CS.
I know I'm not alone in saying how delightful! to be getting another product from ZO.... |
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Tue Jan 06, 2009 8:52 am |
| RuthMarion wrote: |
| Do we need to notify eds or ZO If we have the above mentioned kits? It sounds like they will replace automatically but I don't want to leave anything to chance! Do we return the product that we have? I purchased from both eds & ZO online (because I wasn't sure if eds was going to carry the line in time). I am now in Jumpstart Kit backlog but for the $$$$, I certainly don't want to have anything that isn't just right. |
Hi RuthMarion - She said noone needs to return the product nor feel guilty about returning anything - just keep and enjoy. It sounds like EDS will be sending these out without any notice from the individual purchasers of the product.
Go ZO!
Sis |
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Tue Jan 06, 2009 11:18 am |
Just to clarify, all replacements should happen automatically--if you purchased from ZO or EDS. Product can't be returned to Nordstrom unless it was purchased there (as we all know, they have very customer-friendly policies, but only for product that was purchased there).
I can't speak for EDS, but we will be sending out replacements for all products purchased from ZO by NLT tomorrow (Wednesday).
Donna Queen |
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ZO Skin Health |
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Tue Jan 06, 2009 7:23 pm |
| The next chain is that EDS should notify/and send replacement to the purchasers. ZO will have completed their part. |
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Wed Jan 07, 2009 9:42 pm |
I thought I would pop in and see how people are doing with their new ZO products. I have been using almost the whole line since September  so let me know if I can help with anything!
A few tips:
Exfoliating Cleanser - Don't get the beads in your mouth (I've done this), in your eyes (haven't done this yet...give me time), or forget to rinse well under your armpits where they like to gather in friendly little groups. 
Radical Night Repair - Keep in mind this contains Vit C, so you don't need to apply that too. If you find that it is caking up on your fingers a little, you are using too much! (I learned this the hard way ) I typically use 2 pumps for my face, a pump for my neck, and a pump for my chest since I am trying to repair some damage there. Be sure to massage it in well, and wipe any residue off on the backs of your hands. (why waste it? ) FYI...I have had a hard time layering this over anything, period. (ex: I tried putting my Vivite Vibrance on under this...it was a no go).
Growth Factor Serum - Less is more in this instance. It says in the instructions to use sparingly, and I read somewhere that using too much can actually cause a decline in results.  I put mine on after my RNR, and use one pump for my face and some of my neck, and another pump for the rest of my neck and my chest.
Daily Power Defense - I like this much better than the Remergent version! I use one pump for my face.
Justin: A Remergent product seller told me that the Remergent DNA product was light-activated, and you needed to wait 10 minutes before applying any sunscreen. Can you please weigh in as to if this is the case with DPD since it is using the same technology? Thanks!
Oclipse - I typically use about 2.5 to 3 pumps to do my face, including eyelids. If you do not put on any makeup over it and happen to notice that you look shiny, just rub your fingers over it lightly and the shine is gone. Don't ask me to explain why it works...I don't know, but it does. Maybe it's like rubbing velvet in another direction? 
TE Pads - I just got these for the first time, and really like them thus far. They seem to be like Stridex Pads on Steroids! Of course, the real test will be to see if I have any zits over the 6 weeks. (I am hoping the answer is NO!)
HTH! |
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No longer answering PM's due to numerous weird messages. |
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Thu Jan 08, 2009 12:51 am |
One product that I would like to see have a new container is the eye cream. I love the contents but really dislike open jars. Considering the effort ZO have gone to with the other products, they could really do something with the eye cream. A pump container like Remergent Microcirculation Therapy would be just great.
I have had my eye cream for over two months and I don't really think it is as good as when I first tried it. I am thinking that it is degrading over time. I try not to keep it open for too long and always use a spatula but I still think it is nowhere near as effective as when first used. |
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Skin: Over 60, ex combination now sensitive, Cellcosmet |
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Thu Jan 08, 2009 1:09 am |
Hi Bethany,
Obviously you use the RNR at night followed by the GFS. Do you use the DPD also at night? Which products do you use under the Occlipse in the morning?
Hi Bushy,
I agree that if ZO have the airless jars for the other products, I don't know why they don't have the same container for the eye cream. You can definitely notice (with other brands) that the product changes over time, often in color and smell. |
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Thu Jan 08, 2009 1:27 am |
| miss anna, not Bethany, but the DPD is usually used in the morning under the Oclipse. |
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Thu Jan 08, 2009 6:07 am |
| bethany wrote: |
| It says on the label that the product is good for 6 months after opening. |
Justin, is the eye cream only good for 6 months after opening? Does that mean that one should stop using it after 6 months? I am nearing that mark and have not made a dent in the eye cream. |
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Thu Jan 08, 2009 7:16 am |
I am presently using almost the entire line of ZO Skin Health. I certainly would not be hasppy if the eye cream only lasted 6 months. It is very rich and would be completely impossible to use up within that period of time. Also, for the price of the eye cream, I do not want it to steadily degrade as time goes on.
I will be anxiously awaiting for information on the product.
P.S. I love all of the products!! I only received them on Monday but I love this skin care line. |
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Thu Jan 08, 2009 10:56 am |
Hi everyone,
With regard to the DNA technology in the product being light activated, you’re referring to the Photosomes. They are light activated, helping the skin protect against UV damage, however I’m unaware of a need to wait 10 minutes prior to applying a sunscreen. Sunscreens do not block 100% of light, so the Photosomes will get the activation needed regardless of timing of sunscreen application. If I remember correctly, the Remergent line used Photosomes in their sunscreen which would make waiting 10 minutes literally impossible.
Regarding the eye product and its container, we performed extensive stability testing of the product which indicated a two year shelf life. That being said, I appreciate your feedback on this product and will bring it to the team’s attention so we can look at packaging change options the next time we produce the product.
As always, thank you for your questions. I hope this helps.
Best regards,
Justin Morgan
VP of R&D
ZO Skin Health, Inc. |
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Justin Morgan | Vice President - Research & Development | ZO Skin Health, Inc. |
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Thu Jan 08, 2009 11:05 am |
| FYIguy wrote: |
Regarding the eye product and its container, we performed extensive stability testing of the product which indicated a two year shelf life. That being said, I appreciate your feedback on this product and will bring it to the team’s attention so we can look at packaging change options the next time we produce the product.
As always, thank you for your questions. I hope this helps.
Best regards,
Justin Morgan
VP of R&D
ZO Skin Health, Inc. |
Thank you, Justin. That makes me feel much better. I would hate to have to throw away a 3/4 full jar.
I definitely agree with those that want the eye cream in a pump container. I don't like dipping my fingers in, nor the exposure to air/light even for the brief amount of time it is open. |
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Thu Jan 08, 2009 11:44 am |
| FYIguy wrote: |
With regard to the DNA technology in the product being light activated, you’re referring to the Photosomes. They are light activated, helping the skin protect against UV damage, however I’m unaware of a need to wait 10 minutes prior to applying a sunscreen. Sunscreens do not block 100% of light, so the Photosomes will get the activation needed regardless of timing of sunscreen application. If I remember correctly, the Remergent line used Photosomes in their sunscreen which would make waiting 10 minutes literally impossible. |
Justin, the Remergent instructions I was given was to wait at least 10 mins before applying any sunscreen other than Remergent. And if applying DNA before bed, apply it an hour or two before retiring so that it could be activated (that time is longer due to lower light levels at night).
But if you are 100% certain that I will get my full DPD bang for the buck if I don't wait, then I'll go with that!
| FYIguy wrote: |
Regarding the eye product and its container, we performed extensive stability testing of the product which indicated a two year shelf life. That being said, I appreciate your feedback on this product and will bring it to the team’s attention so we can look at packaging change options the next time we produce the product.
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So what is the little container with the "6" in it for on the back of the eye cream jar?
Here is the definition for the identical symbol (but a longer time period) from Bobbi Brown:
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[jar symbol with 24 in it] tells you the recommended number of months within which the product should be used after you have first opened and used it, provided the product has been stored under normal conditions and not exposed to extreme temperatures. For example (24M) means that you should replace this product within (24 months) after first opening. The "Period After Opening" number will vary based upon the type of cosmetic product.
http://www.bobbibrowncosmetics.com/templates/customerservice/cosmeticsymbols.tmpl
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Editing to add: Apparently this is a requirement for products sold in Europe. Here is the provision and a FAQ on it:
http://ec.europa.eu/enterprise/cosmetics/html/cosm_open_label.htm
http://ec.europa.eu/enterprise/cosmetics/pdf/periodafteropeninglabel_qa_2005_2_en.pdf |
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No longer answering PM's due to numerous weird messages. |
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Thu Jan 08, 2009 7:16 pm |
Nice review Beth. I'm using a lot of these products from the antiaging jumpstart and the DPD... Not much flaking or sloughing. Complexion is smooth and consistant in a appearance. I'm only in for 10 days or so.. but very happy so far. Enjoying it.
| bethany wrote: |
I thought I would pop in and see how people are doing with their new ZO products. I have been using almost the whole line since September so let me know if I can help with anything!
A few tips:
Exfoliating Cleanser - Don't get the beads in your mouth (I've done this), in your eyes (haven't done this yet...give me time), or forget to rinse well under your armpits where they like to gather in friendly little groups.
Radical Night Repair - Keep in mind this contains Vit C, so you don't need to apply that too. If you find that it is caking up on your fingers a little, you are using too much! (I learned this the hard way ) I typically use 2 pumps for my face, a pump for my neck, and a pump for my chest since I am trying to repair some damage there. Be sure to massage it in well, and wipe any residue off on the backs of your hands. (why waste it? ) FYI...I have had a hard time layering this over anything, period. (ex: I tried putting my Vivite Vibrance on under this...it was a no go).
Growth Factor Serum - Less is more in this instance. It says in the instructions to use sparingly, and I read somewhere that using too much can actually cause a decline in results. I put mine on after my RNR, and use one pump for my face and some of my neck, and another pump for the rest of my neck and my chest.
Daily Power Defense - I like this much better than the Remergent version! I use one pump for my face.
Justin: A Remergent product seller told me that the Remergent DNA product was light-activated, and you needed to wait 10 minutes before applying any sunscreen. Can you please weigh in as to if this is the case with DPD since it is using the same technology? Thanks!
Oclipse - I typically use about 2.5 to 3 pumps to do my face, including eyelids. If you do not put on any makeup over it and happen to notice that you look shiny, just rub your fingers over it lightly and the shine is gone. Don't ask me to explain why it works...I don't know, but it does. Maybe it's like rubbing velvet in another direction?
TE Pads - I just got these for the first time, and really like them thus far. They seem to be like Stridex Pads on Steroids! Of course, the real test will be to see if I have any zits over the 6 weeks. (I am hoping the answer is NO!)
HTH! |
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Thu Jan 08, 2009 7:30 pm |
| sister sweets wrote: |
| Nice review Beth. I'm using a lot of these products from the antiaging jumpstart and the DPD... Not much flaking or sloughing. Complexion is smooth and consistant in a appearance. I'm only in for 10 days or so.. but very happy so far. Enjoying it. |
I'm just happy to have found a strong retinol that I can actually tolerate without looking like a peely lizard. I didn't think they existed until now! |
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No longer answering PM's due to numerous weird messages. |
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