| Q: Why is the product frozen? |
| A: Your Cascade with the Grease Fighting Power of Dawn Gel may have crystallized due to lower than usual temperatures during shipping and storage. Although we took great care to update manufacturing and shipping procedures after we first learned of this problem, lower than usual temperatures this past winter caused the issue to re-emerge. We are currently reformulating Cascade with the Grease Fighting Power of Dawn Gel to prevent any future crystallization and maintain the excellent formula that you expect from Cascade. We are taking this situation very seriously and are in the process of ensuring that this will not happen again in the future. |
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| Q: Did this happen to all Cascade gel products? |
| A: No. The crystallization issue only happened to Cascade with the Grease Fighting Power of Dawn Gel. Cascade Complete Gel did not have any crystallization issues. |
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| Q: Is my crystallized Cascade with the Grease Fighting Power of Dawn Gel still usable? |
| A: Yes. After extensive research with returned product, we have determined that this frozen product is still usable and should perform as usual, when de-crystallized and returned to its original form. |
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| Q: Can I return my product to the store for a refund? |
| A: Unfortunately, retailers will not accept returned Cascade with the Grease Fighting Power of Dawn Gel product. Please contact our consumer relations team for additional help by calling the 1-800 number located on the back of your package (1-800-765-5516). |
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| Q: How can I de-crystallize my Cascade with the Grease Fighting Power of Dawn gel product? |
A: To make the product useable again, follow these tips:
For 75 oz and smaller bottles:
- Fill ½ the kitchen sink with hot water (not boiling), but just the hottest water to come out of your tap.
- Make sure the cap is on and keep the bottle submerged for one hour.
- Then empty your sink. Repeat step 1 and 2 for at least another one hour (total is 2 hours).
Note: At no time should the product be heated by any other means.
For 100oz or bigger bottles:
- Fill ½ the kitchen sink with hot water (not boiling), but just the hottest water to come out of your tap.
- Make sure the cap is on and keep the bottle submerged for one hour.
- Then empty your sink. Repeat step 1 and 2 for at least 3 more times (total is 4 hours).
Note: At no time, should the product be heated by any other means.
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| Q: What is Cascade doing to resolve this problem? |
| A: Until this issue is fully resolved, follow the instructions above to return your product to its original, gel form. We are working to ensure that this type of issue does not happen again in the future, even in similarly cold temperatures. |
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| Q: When will this problem be fully resolved? |
| A: Our R&D and plant technical teams are working diligently to quickly resolve this issue and will provide an update on Cascadeclean.com as soon as this reformulation has been completed. |
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| If you have additional questions, feel free to contact our consumer relations at 1-800-765-5516. |
