WiThings Inc.

We received the Revdex.com complaint from *** *** on May 13, 2014: Complaint ***
*** *** was notified in our response to his initial contact with us on March 14th
that as he was out of our one year manufacturer's warranty, he would only be eligible for a 25% discount on a replacement scale, contingent on his returning the defective item to usHe agreed to the exchange for a 25% coupon, and used the 25% off coupon after it was issued to himHe did not follow up with any sort of complaint or rejection of the offer, so we were not aware of his dissatisfaction until receiving this complaint
Nonetheless, I have contacted *** *** to ask how he would like us to resolve the situation for himDue to the misunderstanding, I would be willing to accommodate a refund of the discounted price he paid for the replacement scale plus all shipping costs incurred in receiving the replacement
To address the warranty period dispute, *** *** did not contact us about the issue he had experienced until he was outside of the one year manufacturer's warranty periodAs such, we were only able to offer our out of warranty exchange options
Sincerely,
*** ***
*** *** *** *** ***
*** ***
***
Please find below:
The full exchange by email with *** ***, in which he was offered and accepted the offer for 25% off a replacement scale
The response that I sent to him today, on May 13th, 2014, asking what he would like done to resolve the situationAgain, Due to the misunderstanding, I would be willing to accommodate a refund of the discounted price he paid for the replacement scale plus all shipping costs incurred in receiving the replacement
Attachments: Original Revdex.com Complaint, received by us on May 13,
Original Email Exchange with *** ***:
*** *** *** ** ***
Hello,
We have received your Body ScaleThank you for sending it promptlyPlease feel free to contact us with any additional questions you may have.To order your new Smart Body Analyzer at a discount please follow this link using Google Chrome or Mozilla Firefox:
***
How to redeem your coupon:
- Choose 'Add to Cart' for the product
- Click "Checkout" on the popup that appears
- Enter the coupon in the field "Discount Codes" and click 'Apply.'
- Click "Checkout"
Here, you have an option to log in to an existing Withings account, create a new Withings account, or check out as a guestTo check out as a guest:
- Choose "Just buying, don't need an account", and fill out the billing address field
- Choose "Ship to this address" and then click "Continue"
- Choose "Standard Shipping" - your coupon code will reduce this to zero at the final step
- Enter the required payment information, then click "Continue"
- Once your order is placed you will receive a confirmation email, as well as tracking information
Coupon Code:
***
(*Please note that this code is valid for one time usedo not attempt to reproduce or share this codeThis code is only valid for the same product that you are replacing.*)
Regards,
*** *** | Withings Customer Service
Turn on your well-being
*** *** *** ** ***
*** ***
I have attached the PDF of your shipping labelIf you need any further assistance, don't hesitate to contact us
Kind regards,
*** ***
*** *** ***
*** * *** ** *** ***
***
Modex Administration Apr 17:
Hello, I'm not able to retrieve the label
Begin forwarded message:
> *** *** ***
* *** *** *** *** *** *** ***
* *** *** ** *** *** ** ***
* *** ***
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*
* *** *** ** *** *** *** ***
* *** ***
* *** ***
* *** *** *** *** *** ***
*** *** *** ** ***
*** ***
Thank you for your details
Included in this message is the process to exchange your product
To send us your product using a pre-paid UPS label please follow this link:
***
To create your return label:
Click on the above link and fill out all of the required fields
Click 'Generate Label.'
You will be prompted to print the shipping label
(Please note that if for any reason you cannot print the shipping label, a copy of the label will be sent to you via emailThe email you receive from UPS RETURN LABELS contains a link to our secure UPS website where you can reprint the labelThe label link is only valid for seven (7) days and after that time frame the link will expire and you will not have access to the labelIf you have a pblocker enabled you may not see the label so it may be necessary to temporarily disable it.)
Please affix the label to your package and take it to your nearest UPS store or drop off location
Once we receive the old product we will contact you with the % coupon with free shipping
*Visit www.ups.com to locate your nearest UPS store or Drop-Off location.*
Kind regards,
*** ***
*** *** ***
*** * *** ** *** ***
*** Mar 10:
I will give your companies product one more chance, how do I place the order?
*** *** *** ** ***
*** ***
I understand your frustrationThe scale was purchased well over a year ago and the warranty is one yearWe no longer make the WBSBody Scale, so we can offer you the WS-Smart Body AnalyzerIt retails for $($less than what you paid for over a year ago for the WBS01) and with the coupon you would pay $plus tax for a new scale with more featuresThe 25% coupon with free shipping is the best offer I can provide youPlease let me know if you would like to go forward with the deal
Kind regards,
*** ***
*** *** ***
*** * *** ** *** ***g
*** Mar 13:
Please note that we have only used the scale for a total of months and find it unusual that it would break down in such a short time, we received it and used for a month or so and then stored it while our house was being remodeled
I have also purchased your companies blood pressure monitor and request you reconsider your offer, in my opinion a replacement under warranty for the scale is the fair offer as an item in this price range should not breakdown after only months of use!
***
*** *** *** ** ***
*** ***
Thank you for sending us your detailsAs your scale is outside of our one year warranty, we can offer you a 25% coupon with free shipping towards the newer WS-Smart Body Analyzer scale:
Measures weight, BMI, fat mass, heart rate, temperature and COvia Bluetooth or Wi-fi
***
Would you like to proceed with the exchange?
Kind regards,
*** ***
Customer Support Representative
Withings | Turn on your well-being
*** Mar 10:
I had not thanks for sending again, our info follows:
Andre BurgueraDaytonia RoadMiami Beach, FL 33141305-777-
Invoice is attached
Rgds,
Andre
Orders - Apple Store...pdf
*** *** Mar 09:
Hello,
I am not sure if you received my last reply on Friday March 14th at 16:Here it is again:
"Could you please provide us with your full name, shipping address, phone number and a copy of your invoice, and we will look into exchanging the scale for you."
Kind regards,
*** ***
Customer Support Representative
Withings | Turn on your well-being
*** Mar 23:
Pls provide update on the matter below
*** ***
*** ***
*** *** *** *** *** *** ***
*** *** ** *** *** *** ***
The scale is on a solid surface and its the same surface we have used it since we received it, the differences are more than lbs and the scale does not read it tilts back and forth with differences of more than 10-20lbs
*** *** ** *** *** *** ***
*** ***
*** ***
*** *** *** *** *** ***
*** *** Mar 16:(assign)
Hello,
Could you please provide us with your full name, shipping address, phone number and a copy of your invoice, and we will look into exchanging the scale for you
Kind regards,
*** ***
Customer Support Representative
Withings | Turn on your well-being
*** Mar 11:
The scale is on a solid surface and its the same surface we have used it since we received it, the differences are more than lbs and the scale does not read it tilts back and forth with differences of more than 10-20lbs
*** *** Mar 10:
Hello,
Sorry to hear you are experiencing difficulties with your Body ScaleIs your scale on a solid surface or a carpet surface? The scale can be more accurate on a solid surfaceIf using on a carpet surface, use the included carpet feet and make sure the bottom of the scale and battery pack are not touching the carpetSome carpets have a pad in-between them and the hard floor and this can cause the scale to give lighter or varying measurements
How far off are the measurements?
Kind regards,
*** ***
Customer Support Representative
Withings | Turn on your well-being
*** Mar 20:
For the last weeks my scale has been given us very low weight measures, I replaced the batteries and it was fine for a few days but it went back to giving us wrong weight measures
Response sent today to *** ***
*** ***e minute ago (assign)
Dear *** ***,
I am writing in response to your Revdex.com complaint about our handling of the exchange for your defective Smart Body Analyzer for a coupon towards a discounted replacement, as the WS-was out of warranty when you contacted us about it
In review of your case to the Revdex.com, you mentioned that we had promised a coupon for a replacement scaleUpon review of the original ticket, filed with us on March 13, 2014, we promised only a 25% discount on a new scale, as follows:
"I understand your frustrationThe scale was purchased well over a year ago and the warranty is one yearWe no longer make the WBSBody Scale, so we can offer you the WS-Smart Body AnalyzerIt retails for $($less than what you paid for over a year ago for the WBS01) and with the coupon you would pay $plus tax for a new scale with more featuresThe 25% coupon with free shipping is the best offer I can provide youPlease let me know if you would like to go forward with the deal."
You agreed to these terms in your response, so we could assume that you had accepted the offer for a 25% discount, and were not aware that you were dissatisfied with the proposed resolution
Following this, you did not submit any further ticket to us complaining about or rejecting the 25% offerHad we known that you had misunderstood the discount on the item outside of the warranty period, we could have taken steps to address the situation when it came up
As well, you listed the date of the problem on the Revdex.com complaint as July 1, 2013, during the warranty periodHad you contacted us during this time, you would have been eligible for a full replacement without questionHowever, as we did not receive any contact from you regarding the issue with your scale until you were outside of the warranty period, we were unable to offer more than the 25% discount on your replacement productI noticed that you have used the coupon code provided to you, another sign that you had no issue with the offer made
I apologize that you misunderstood the out of warranty replacement offerPlease respond with what you feel is an appropriate course of action to for me to resolve this issue for you
***
*** * *** *** ***
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Dear Revdex.com Representative,
We received a letter with ID *** from the Revdex.com regarding a customer issueThe customer placed an order from our website on February 4th for an activity tracker and a pack of belt clips for the deviceThe order was
charged to the customer's credit card on that same dayThe order was placed on hold for security reasonsThe customer contacted us on February 12th to find out why the order was not
shipped and received a reply the same dayWe informed the customer that the order was held, but was being released after confirming that it was a valid orderThe customer was then contacted two days later (because it took two days for the order to ship from our warehouse) to provide her with the tracking information for the order
The customer then contacted us again on February 20th to let us know that she did not like the tracker and wanted a returnWe responded the next morning asking why she did not like the item so that we could set up the returnThe customer replied later that day stating that she was unable to use some of the device's features The representative assisting her was in France and due to the time difference she did not see her message that same dayThe customer then sent a message to us the next day, because there was no response, but it was the weekend and our offices were closedOn Monday morning, February 24th, we set up a refund for her and gave her instructions on how to send back the productsThe customer responded on February 25th stating that we had not repliedIt appears that she did not see our message We then replied to her informing her that we did respond and resent her the refund informationWe are now awaiting for the products to be returned so that we can issue her a refund for the items

Terrible Customer service
I bought a baby monitor years ago and stop to workAfter contacting the Service center , they informed that this product cannot be repair due to be discontinued , they offered a 25% discount on a new productI don't want a new product or any product that cannot be repairedMeaning if I accept the 25% and years from now it breaks they will give me another 25% to buy a new one? Ridiculous, Imagine if you buy a TV and cannot repair after years? If everybody accept that, this will be the best business model in the world! for the manufacture of course!

Have all the Withings product, but since I upgrade to 802 OS had to reenter my password and would not take. So have request 25 reset request with no reply and have even enter a service request with no response. I am in the process of returning the product to the APPLE store for a refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I spoke to [redacted] and advised that the the item was sold as top quality and in only worked for 6 months. When you buy something as a luxury item you don't expect for it to break in 6 months or you would at least expect for the company to stand behind the product. [redacted] has reimbursed me for the scale since our last interaction. I'm pending the refund on my credit card still.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10239152, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This product is marketed as "water-resistant".  Nowhere on the packaging does it state that this does not mean you can wear it in the shower.  This information is buried in a FAQ on their website.  This is misleading and fraudulent.  This should be on the packaging and the product should not be labeled water resistant.  I am asking for a full refund.
Regards,

To whom it may concern, The customer, [redacted], wrote in reporting that he wore the Pulse O2 into the shower. While we advertise the Pulse O2 as sweat resistant, we do not make claims anywhere on our website or...

product packaging that the device is waterproof. In this case, as we do for all customers in this situation, we provided advice on trying to dry out the unit. Following that, we offered the customer a 25% coupon towards the purchase of a replacement, which he declined. Our policy of offering a discount and not a replacement in cases of deliberate liquid contact (entering a shower or pool, for example) is consistent with the actions of our competitors, who also do not advertise the product to be waterproof. Our offer for a discount coupon is still available to [redacted], but we are unable to provide a refund of his product for deliberate liquid damage. Sincerely, J[redacted] Withings Customer Service Manager
Sent on: 10/7/2014 12:30:40 PM

We are having nothing but problems with the wireless blood pressure monitor. It rarely connects to Bluetooth with either the iPhone 5 or 6. Even when it says it is connected, the app does not open automatically. It takes numerous pushes of the on/off switch to connect and more often than not, the "can't take a measurement" dialog box appears. This is causing our pressure to increase out of frustration. The company does not respond to requests on their support site. This sample is either defective or it is just a bad product.

Have all the Withings product, but since I upgrade to 802 OS had to reenter my password and would not take. So have request 25 reset request with no reply and have even enter a service request with no response. I am in the process of returning the product to the APPLE store for a refund.

Review: I purchased an item from this company 1 week ago today. The item arrived, but after arrival, I noticed that is not possible to have the watch face as the default face. the item is a activity tracker, similar to the nike fuelband. Nike had taken this complaint to heart, and fixed the issue in their new release, but I assumed withings would realize this problem too. Since I was unable to keep the watch face as the default, I quickly reached out the very same day to return the item. I have since recived a couple emials back from them, not addressing my issue. My problem is straight forward, I want to RETURN the item. The site says 30 days, and I tried on day 1 of this. They respond attempting to sell me a watch band. Then attempting to tell me to press a button. They have yet to get the issue, but thats not the issue. I want to RETURN the item, and they just dont get it. we are now almost 1 week later, and I still unable to process this return. They only seem to reply to emails from 10a to 11a in the morning, then ignore. They have no phone number to contact them with, they have nothing. Its been a struggle, which I am about to stop payment on my credit card. I have several good faith attempts to contact them for a return or RMA number, but they are unable to understand the issue.Desired Settlement: return the item, hire competent staff, close the company. an apology for generalized stupidity on their part.

accept my refund product and promptly return my money. respond to an email promptly.

Review: My issue began is September 23rd when I formally requested to purchase a replacement rear cover to the Withings Baby Monitor (#[redacted]. I was told that a replacement cover would be shipped but it was never received. I again reached out on November 13th ([redacted]) asking what was a matter as the 3-4 week deliver period had expired. Again, I was told that another would be dispatched but again it was never received. Note that at this point, I had moved into a single family home so the likelihood of a package not being delivered drops significantly. Before, I lived in a 6 unit apartment building so I could understand how a package could be lost. I again reached out to Withings via Twitter but this time I did not receive a response from the support team. On Janurary 27th, I filed two requests for assistance on their website. The new issue (#114073) regarding a defective clip was responded immediately but my second request (#114071) concerning the rear cover to the Withings Baby Monitor was again ignored.Desired Settlement: Expedited shipping of the back cover with tracking information. There has been zero accountability to this point, the tracking information would provide that.

Review: I purchased a Withings Pulse 02 Activity, sleep and Heart Rate - SPO2 Tracker via Amazon (Order ID: [redacted] on Dec 9, 2014 as a Christmas gift for my wife. When she tried to set it up following the online instructions. It never worked.Desired Settlement: Provide instructions for returning product and getting credit card refund.

Review: I emailed Withings Customer Service on May 16 about non-working Wireless Blood Pressure Monitor (purchased from them on April 1). They replied also on May 16:

“Wireless Blood Pressure Monitor Problem 152439”

“Your request has been received and will be reviewed by our support staff. Due to the release of the Pulse O2 and the new Health Mate Apps for iOS and Android, we are experiencing a high volume of inquiries, and may be delayed in our response. We apologize in advance for the inconvenience.”

Subsequently I provided three more emails providing additional information on trouble shooting steps I had already taken, but with no success. They did not respond.

I have now waited patiently for TWO WEEKS and have not heard anything from them on how to resolve the issue. I have SEVERE hypertension and must monitor my blood pressure DAILY. I really need to have this device repaired or replaced PROMPTLY. The Withings Co. has been totally nonresponsive.

Their website lists neither an address or a phone number! I obtained both only from their local Revdex.com website. My REPEATED attempts to phone them yielded the message: “We’re sorry. All circuits are busy. Please try to call again later.”

I don’t know what else to do. I live in MO; I can’t drive to Delaware. PLEASE HELP MEDesired Settlement: PROMPT communication from Withings Customer Service telling me how to obtain an IMMEDIATE REPLACEMENT for the obviously defective Wireless Blood Pressure Monitor they sold me (Order [redacted]). -- or a REFUND of the $138.95 they charged me.

Review: I purchased a scale from Withings online.

I didn't open the box in came in for 5 months because my house was being remodeled and I was staying else where.

Once I moved I brought the scale with me... it worked for about 2 months until it started giving incorrect readings.

I contacted the company, they asked that I sent back the scale to send me a coupon for a new one.

Once they received the scale they said that the product was out of warranty and that they would not send me a coupon to purchase a replacement.

The product was defective and they won't honor the warranty.

Customer service is terrible and their products of very bad quality.

I wasn't even asking for a refund! the scale was in mint condition when I returned it.. it just didn't give accurate readings.Desired Settlement: A want a replacement and a warranty that the product will work

Business

Response:

We received the Revdex.com complaint from [redacted] on May 13, 2014: Complaint [redacted] was notified in our response to his initial contact with us on March 14th that as he was out of our one year manufacturer's warranty, he would only be eligible for a 25% discount on a replacement scale, contingent on his returning the defective item to us. He agreed to the exchange for a 25% coupon, and used the 25% off coupon after it was issued to him. He did not follow up with any sort of complaint or rejection of the offer, so we were not aware of his dissatisfaction until receiving this complaint.

Nonetheless, I have contacted [redacted] to ask how he would like us to resolve the situation for him. Due to the misunderstanding, I would be willing to accommodate a refund of the discounted price he paid for the replacement scale plus all shipping costs incurred in receiving the replacement.

To address the warranty period dispute, [redacted] did not contact us about the issue he had experienced until he was outside of the one year manufacturer's warranty period. As such, we were only able to offer our out of warranty exchange options.

Sincerely,

Please find below:

The full exchange by email with [redacted], in which he was offered and accepted the offer for 25% off a replacement scale

The response that I sent to him today, on May 13th, 2014, asking what he would like done to resolve the situation. Again, Due to the misunderstanding, I would be willing to accommodate a refund of the discounted price he paid for the replacement scale plus all shipping costs incurred in receiving the replacement.

Attachments: Original Revdex.com Complaint, received by us on May 13, 2014

Original Email Exchange with [redacted]:

Hello,

We have received your Wi-Fi Body Scale. Thank you for sending it promptly. Please feel free to contact us with any additional questions you may have.To order your new Smart Body Analyzer at a discount please follow this link using Google Chrome or Mozilla Firefox:

How to redeem your coupon:

- Choose 'Add to Cart' for the product.

- Click "Checkout" on the popup that appears

- Enter the coupon in the field "Discount Codes" and click 'Apply.'

- Click "Checkout"

Here, you have an option to log in to an existing Withings account, create a new Withings account, or check out as a guest. To check out as a guest:

- Choose "Just buying, don't need an account", and fill out the billing address field.

- Choose "Ship to this address" and then click "Continue"

- Choose "Standard Shipping" - your coupon code will reduce this to zero at the final step.

- Enter the required payment information, then click "Continue"

- Once your order is placed you will receive a confirmation email, as well as tracking information

Coupon Code:

(*Please note that this code is valid for one time use. do not attempt to reproduce or share this code. This code is only valid for the same product that you are replacing.*)

Regards,

[redacted] | Withings Customer Service

Turn on your well-being

I have attached the PDF of your shipping label. If you need any further assistance, don't hesitate to contact us.

Kind regards,

Modex Administration Apr 03 17:18

Hello, I'm not able to retrieve the label.

Begin forwarded message:

> [redacted]

Thank you for your details.

Included in this message is the process to exchange your product.

To send us your product using a pre-paid UPS label please follow this link:

To create your return label:

Click on the above link and fill out all of the required fields.

Click 'Generate Label.'

You will be prompted to print the shipping label.

(Please note that if for any reason you cannot print the shipping label, a copy of the label will be sent to you via email. The email you receive from UPS RETURN LABELS contains a link to our secure UPS website where you can reprint the label. The label link is only valid for seven (7) days and after that time frame the link will expire and you will not have access to the label. If you have a pop-up blocker enabled you may not see the label so it may be necessary to temporarily disable it.)

Please affix the label to your package and take it to your nearest UPS store or drop off location.

Once we receive the old product we will contact you with the 25 % coupon with free shipping.

*Visit www.ups.com to locate your nearest UPS store or Drop-Off location.*

Kind regards,

[redacted] Mar 20 10:49

I will give your companies product one more chance, how do I place the order?

I understand your frustration. The scale was purchased well over a year ago and the warranty is one year. We no longer make the WBS01 Wi-fi Body Scale, so we can offer you the WS-50 Smart Body Analyzer. It retails for $149.95 ($10 less than what you paid for over a year ago for the WBS01) and with the coupon you would pay $120 plus tax for a new scale with more features. The 25% coupon with free shipping is the best offer I can provide you. Please let me know if you would like to go forward with the deal.

Kind regards,

[redacted]g

[redacted] Mar 19 13:26

Please note that we have only used the scale for a total of 6 months and find it unusual that it would break down in such a short time, we received it and used for a month or so and then stored it while our house was being remodeled.

I have also purchased your companies blood pressure monitor and request you reconsider your offer, in my opinion a replacement under warranty for the scale is the fair offer as an item in this price range should not breakdown after only 6 months of use!

Thank you for sending us your details. As your scale is outside of our one year warranty, we can offer you a 25% coupon with free shipping towards the newer WS-50 Smart Body Analyzer scale:

Measures weight, BMI, fat mass, heart rate, temperature and CO2 via Bluetooth or Wi-fi.

Would you like to proceed with the exchange?

Kind regards,

Customer Support Representative

Withings | Turn on your well-being

[redacted] Mar 19 10:57

I had not thanks for sending again, our info follows:

Andre Burguera1885 Daytonia RoadMiami Beach, FL 33141305-777-2310

Invoice is attached.

Rgds,

Andre

Orders - Apple Store...pdf

[redacted] Mar 19 09:15

Hello,

I am not sure if you received my last reply on Friday March 14th at 16:31. Here it is again:

"Could you please provide us with your full name, shipping address, phone number and a copy of your invoice, and we will look into exchanging the scale for you."

Kind regards,

Customer Support Representative

Withings | Turn on your well-being

[redacted] Mar 18 23:16

Pls provide update on the matter below.

The scale is on a solid surface and its the same surface we have used it since we received it, the differences are more than 20 lbs and the scale does not read it tilts back and forth with differences of more than 10-20lbs.

[redacted] Mar 14 16:31 (assign)

Hello,

Could you please provide us with your full name, shipping address, phone number and a copy of your invoice, and we will look into exchanging the scale for you.

Kind regards,

Customer Support Representative

Withings | Turn on your well-being

[redacted] Mar 14 11:37

The scale is on a solid surface and its the same surface we have used it since we received it, the differences are more than 20 lbs and the scale does not read it tilts back and forth with differences of more than 10-20lbs.

[redacted] Mar 14 10:58

Hello,

Sorry to hear you are experiencing difficulties with your Wi-fi Body Scale. Is your scale on a solid surface or a carpet surface? The scale can be more accurate on a solid surface. If using on a carpet surface, use the included carpet feet and make sure the bottom of the scale and battery pack are not touching the carpet. Some carpets have a pad in-between them and the hard floor and this can cause the scale to give lighter or varying measurements.

How far off are the measurements?

Kind regards,

Customer Support Representative

Withings | Turn on your well-being

[redacted] Mar 13 20:42

For the last 2 weeks my scale has been given us very low weight measures, I replaced the batteries and it was fine for a few days but it went back to giving us wrong weight measures.

Response sent today to [redacted]e 1 minute ago (assign)

Dear [redacted],

I am writing in response to your Revdex.com complaint about our handling of the exchange for your defective Smart Body Analyzer for a coupon towards a discounted replacement, as the WS-50 was out of warranty when you contacted us about it.

In review of your case to the Revdex.com, you mentioned that we had promised a coupon for a replacement scale. Upon review of the original ticket, filed with us on March 13, 2014, we promised only a 25% discount on a new scale, as follows:

"I understand your frustration. The scale was purchased well over a year ago and the warranty is one year. We no longer make the WBS01 Wi-fi Body Scale, so we can offer you the WS-50 Smart Body Analyzer. It retails for $149.95 ($10 less than what you paid for over a year ago for the WBS01) and with the coupon you would pay $120 plus tax for a new scale with more features. The 25% coupon with free shipping is the best offer I can provide you. Please let me know if you would like to go forward with the deal."

You agreed to these terms in your response, so we could assume that you had accepted the offer for a 25% discount, and were not aware that you were dissatisfied with the proposed resolution.

Following this, you did not submit any further ticket to us complaining about or rejecting the 25% offer. Had we known that you had misunderstood the discount on the item outside of the warranty period, we could have taken steps to address the situation when it came up.

As well, you listed the date of the problem on the Revdex.com complaint as July 1, 2013, during the warranty period. Had you contacted us during this time, you would have been eligible for a full replacement without question. However, as we did not receive any contact from you regarding the issue with your scale until you were outside of the warranty period, we were unable to offer more than the 25% discount on your replacement product. I noticed that you have used the coupon code provided to you, another sign that you had no issue with the offer made.

I apologize that you misunderstood the out of warranty replacement offer. Please respond with what you feel is an appropriate course of action to for me to resolve this issue for you.

Consumer

Response:

Review: I purchased the Withings Baby Monitor through Amazon and have nothing but issues with device. We tried every online resource possible to fix the issue, even paying more money to our internet provider hoping that a "booster" would help the system connectivity issues. Once that didn't work we realized that we were no longer interested in this device and wanted a REFUND. Amazon's window for a return had expired, but they told us to contact the seller directly for the refund because it fell within the manufacturers warranty.

After COUNTLESS emails, facebook messages we are still no closer to having this resolved. Their representative issued a statement saying they would provide us with another monitor or another one of their products since we did not buy it through them directly. I am extremely frustrated with this company because they knew I purchased through amazon from day one, and even requested that I provide them with a copy of the invoice (which I did) so why now are they stating that they will just give me another monitor or another one of their products (THAT HAS NOTHING TO DO WITH BABIES)

My daughter is now five months old, and I am no longer interesting in making their product work.Desired Settlement: I want a refund for what I paid. I do not want anymore of their products and want what is fair. I have seen tons of complaints on their products and wish I would have never purchased this!

Review: Withings provided an update for their scales that effectively killed the hardware on the scale I owned. The scale prides itself at being a 100% wireless scale and solely works on bluetooth connection. After the update, the bluetooth feature completely stopped working, thus rendering the scale as useless. I have contacted customer service numerous times without response at first sign of the issue. Finally, after bombarding their facebook page, I got a response saying to send back the scale and once received they will send a replacement. My scale was shipped to them Last week, and I have sent numerous emails asking for the tracking number of the replacement scale and have not received any response from them. I am absolutely disgusted by their lack of customer service regarding this issue. Their update rendered my scale useless and has put me out a good amount of cash as of right now. After reading some other consumers issues on the Withings Facebook page, I believe I am not the only one that is going through this.Desired Settlement: I would like a BRAND NEW replacement of my WS-50 scale IMMEDIATELY, or a REFUND of full purchase price PLUS TAX ($150 plus an 8.75% tax rate: approximately $165) so that I can purchase a new one from a local store.

Review: I contacted Withings on July 25th to report issues I am having with their scale via their online contact form since their phone number is not posted on their website in any way. The scale does not work at all. The form online said I would receive a response within as soon as possible. After 7 days had passed, I responded to my support ticket as it stated in the email to do on August 1. I received a response on August 2 asking me a few more questions to help fix the issues I was having. I replied to the e-mail on August 2, and went 21 days without receiving any kind of response. I then emailed Withings again letting them know what the issues were on August 21 and let them know that I would contact the Revdex.com if I did not receive some kind of response. It is now September 24th and I still have not received a single response from Withings. I found the Withings phone number on the Revdex.com website and hoped to call them to speak to someone instead of dealing with e-mail and it says the phone number is no longer in service. I've now had a non-functioning scale for two months.Desired Settlement: I would like them to replace my scale with a brand new one, and a better one if possible given the amount of hassle I've had to deal with.

Business

Response:

Dear representative of the Revdex.com,

We received today a complaint action letter with ID [redacted] (see document attached).

Concerning this case, after investigation, we confirm that what the customer stated is correct:

- Customer first contacted us on July, 25th regarding an issue changing the units on the WS-30 scale

- Customer contacted us a second time on August, 1st as he fixed the units issue but could not connect his scale to his smartphone anymore

- We replied on August 2nd providing some troubleshooting steps

- Customer replied the same day

- Customer replied on August 23rd

Please find a copy of the exchanged attached.

Unfortunately, the agent who answered on August, 2nd is not working for Withings Customer Support anymore. The issue is that his open tickets were left assigned to him. We therefore went back on all open tickets of our system to make sure that none of them was still assigned to un-active agents.

We replied to this customer to explain him the mistake and offered him a replacement with a premium version of the scale, the Smart Body Analyzer.

Review: I purchased a Pulse O2 on 9/9/2014 and received it shortly thereafter. During the first week of owning it, I wore it in the shower and it stopped working. I followed the directions on their website for drying, and it seemed to fix it except it cannot connect by Bluetooth. I have checked the packaging it came in and NOWHERE on the packaging does it say that you cannot wear it in the shower, when EVERY other fitness tracker is at least water resistant. Apparently, they consider their product "water resistant" from sweat during exercise. You have to open an FAQ to read that it is not "water proof" and cannot be worn in the shower. I contacted them showing them this shortcoming, which I think it tantamount to consumer fraud and asked for a refund or replacement, which they have refused.Desired Settlement: Refund or replacement of the product with a new one. Labeling on the package to indicate that this cannot be worn in the shower or not misrepresenting it as "water resistant" so other consumers are not conned into this.

Business

Response:

To whom it may concern, The customer, [redacted], wrote in reporting that he wore the Pulse O2 into the shower. While we advertise the Pulse O2 as sweat resistant, we do not make claims anywhere on our website or product packaging that the device is waterproof. In this case, as we do for all customers in this situation, we provided advice on trying to dry out the unit. Following that, we offered the customer a 25% coupon towards the purchase of a replacement, which he declined. Our policy of offering a discount and not a replacement in cases of deliberate liquid contact (entering a shower or pool, for example) is consistent with the actions of our competitors, who also do not advertise the product to be waterproof. Our offer for a discount coupon is still available to [redacted], but we are unable to provide a refund of his product for deliberate liquid damage. Sincerely, J[redacted] Withings Customer Service Manager

Sent on: 10/7/2014 12:30:40 PM

Consumer

Response:

Review: Purchased a Withings product. contacted via email withings numerous time for a response n a defective product. No response, and no where to contact the company via phone for technical support.nI use this product for medical reasons and need to resolve the issue asap. This type of customer service for health related products is a real hame and disgrace.Desired Settlement: to speak to someone about the issue of this device. Or, to send information on troubleshooting to help resolve the issue.

Review: I ordered from WiThings on 10/1/2013. Per UPS my scale was delivered at home (10/4/2013), which is where I was. But a truck did not deliver anything to my house that day. I contacted Withings via email, telephone, and social media (on Twitter) to seek resolution following my contacting UPS. UPS instructed me to contact my vendor (WiThings). Finally on 10/7/2013, WiThings contacted me via email saying they were checking into it. After 24 hours of no updates, I received an email on 10/8/2013 saying things were still being investigated. I requested that if WiThings could not a) locate original package and get UPS to deliver to my home or b) provide a tracking number for a replacement scale I would like to receive a refund. When this request we ignored-disputed, actually, in a subsequent email I gave fair warning that if one of the aforementioned remedies were not chosen I would have no option but to contact the Revdex.com to file a complaint and my card company to dispute the charge. Having not heard from WiThings following that notification, I am filings this complaint.Desired Settlement: I wish for WiThings to refund me the $127.46 that was charged to my credit card for a scale that they cannot seem to deliver in a reasonable manner of time or whose customer service is unable to respond to my requests in either content nor in a timely manner.

Business

Response:

Dear,

Here is the answer of our company Withings for the complaint n° [redacted], received on October 16 (file attached).

We are really sorry to hear the complaint of this customer.

This customer placed an order on our website on October 2.

The same day, the package has been shipped with UPS (tracking number [redacted]) and the customer received the shipment confirmation and the tracking number.

Unfortunately this customer made a mistake in his delivery address ([redacted] and the system of UPS could not validate this address. This is likely due to the fact that NS is not a valid directional. We believe the customer meant to enter NE, instead of NS.

When the customer contacted us asking for a quick delivery, we have asked to UPS to upgrade the address.

In the same time I told to the customer that if the package was lost, we will ship a new one without any problem.

When we saw that this situation was unsolvable with the customer, we decided to refund him on October 10.

After this refund he said that the claim to Revdex.com was updated. I suppose that your letter has been sent to us before this update.

Here is the copy of our email conversation:

[redacted] Oct 10 16:40

Hello,

Your order has been canceled.

You will be refunded within a few days directly on your credit card.

The pulse that we have shipped has been deactivated. So even if you receive it, you can throw it to your recycle bin, it will be impossible to use it.

Best regards

[redacted] Oct 10 20:03

Thanks so much for the refund, which I've already received notice of. Sorry

we couldn't do business, your products seem fascinating, one I'd want to

use. I'll be sure to recycle your product should it ever arrive at my door

step. I will also update the Revdex.com that your company has issued a refund.

Thanks,

I sincerely hope that you will understand that this issue was a delivery incident beyond our control.

Our customer service is fully oriented for the customer satisfaction and we always propose the best option to our clients if there is any kind of problem on our product or with the delivery.

I stay at your disposal for all other information you may need.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I need to add that I do not assume responsibility that the address was incorrect, Furthermore that I contacted the Revdex.com after a gave opportunity to one of three remedies: 1) refund me my money for the item I didn't receive, 2) give me a tracking number for a new device or 3) have the original item delivered bt the end of business day to my home address.

You can see from he below emails that [redacted] was not willing to be responsive to my requests, that he was stalling, and that it seems that there was a strong suspicion that I was trying to dupe Withings. Again, when you have a company where there's a network of interrelated things you want people to come back and buy, this isn't good practice. For the record, the scale never got rerouted to my house.

Here is the full answer I just received from our logistic center:* I have checked into this and asked UPS to attempt to recover the package.

* The customer entered the address as:

* However, the address correcting system of UPS could not validate this address. This is likely due to the fact that NS is not a valid directional. I believe the customer meant to enter NE, instead of NS.

* UPS corrected the address to

* In looking at google maps, it appears this is just around the corner.

* UPS is attempting to recover and re-deliver. I’ll keep you posted. Please let the customer know the situation and advise them that if we can’t recover the package we’ll file a claim and re-send the shipment.

* Also, in the UPS system, [redacted] is just a suburb of Atlanta, so that part is ok.

* We have issued a pickup and re-delivery on this shipment. I have setup UPS to copy you on the activity. If the delivered to person is cooperative, this should go rather quickly. I'll keep a watch on the progress.As you can see it should be fine very soon.

We can't refund you before the end of the investigation, and I'm quite confident that you will have the pacakge very soon now.I keep you in touch if I have more information.

This can not be faster.Claim to your Credit card is probably not a good option. They will probably charge you some money for that. Do you really think that we just want your money?

From the beginning I tell you that we will ship a new product as soon as we will be sure that the product is lost. It seems pretty fair from us.Of course, if the package is lost and if you prefer a refund instead of a new shipment it will be possible.

If, as I hope, you will receive the pacakge within 2 days, we can also offer you to return the product for a refund, it's not a problem.