Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Directed's Claim that passive unlocking is not the only feature is a half-truthIt might be possible to open the provided version app on an Android phone and press buttons to lock and unlock like the common key fob, but that is not the selling point of the device, and that is not what Directed advertise (this is directly from the webpage Directed provided):"With the Viper SmartKey module, you will never have to press a button to get into your vehicle againAll you need is your smartphone in your pocket or purse.Install Viper SmartKey as a standalone unit to lock and unlock your doors, or add it to virtually any Viper security or remote start system allowing you to control your car with your smartphone.No keysNo fobsNo launching apps." Directed clearly state the purpose of the product is to leave your phone "in your pocket", using the passive lock/unlock without the hassle of "launching apps".Also I have taken a picture of the product packaging, the Android compatibility logo is clearly displayed alongside the Apple compatibility logo:The packaging states that "Directed SmartKey requires Directed SmartStart vor newer" yet falsely displays the Google/Android compatibility logo.Because Directed has failed to provide that app for all Android users, I would like to again request they immediately remove all claims of current Android compatibility, as the product is not currently working in it's advertised use with any Android phone.If Directed releases the needed app for Andoird users, only then should they be allowed to claim compatibilityA device cannot be shipped with the Windows logo if the maker says "Oh we'll support it in a few weeks" so this should be no differentHere is a third party dealer who is actually having to tell their customers the truth, likely because of customer complaints: http://www.soundoftristate.com/viper-vsk100"Smartphone Compatibility: Version of the SmartStart app for Android is not yet available (as of 6/17/14)Windows and Blackberry are not supported at this time."I have not been able to find that information anywhere in Directed's website or advertising.Unfortunately, we cannot simply to take it on good faith that they will ever release the needed appGoogle recorded the last time Directed updated their apps for Android as "December 18, 2012"https://play.google.com/store/apps/details?id=com.directed.android.smartsta...⇄ hope I've made it clear why I feel this product has been falsely advertised by DirectedIt is not fair to customers to claim Android compatibility with the caveat of needing an application version that does not exist.Regards, [redacted]
[redacted] *** will be releasing in early Spring This will include a complete redesign of the user interface However, the issue you are experiencing is not widespread, so we cannot guarantee that the update will resolve your problem We have over 100,happy [redacted] customers in our ecosystem right now What you are seeing online is the small portion of that user base that is experiencing issues, and not all of them have contacted us for help That being said, as a sign of good faith and also to reaffirm that we are trying to work with you, we will offer one additional year of service at no charge Please let us know if you would like to proceed
Please note that our responses to this customer's complaints remain the same The issues this customer is experiencing are not wide spread That being said, we are willing to provide a full refund as requested Please note that the service will also be turned off if a full refund is generated Please let us know if you would like to proceed
Customer was provided with the personal cell number of the Consumer Support Manager No contact has been made since that original conversation Customer may also contact our consumer support team directly as our seasonal increase in call volume has begun to subside.Please note that this case was closed a few months ago Has it been re-opened?
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved.THAT WAS ONE POSSIBLYGOING TO TAKE IT BACK TO THE INSTALLER MONDAY DECEMBER 29, AT THAT TIME THE INSTALLER WILL CONTACT THE DEALER AND TRY TO FIGURE IT OUTAS OF RIGHT NOW THE ISSUE HAS NOT BEEN RESOLVED Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have already paid for the service, a refund is not necessary, if the company would fix their application for the android operating systemI am not the only one who has this car starter and my authorized dealer installed this system for over $An extension of service would be the resolution I would prefer along with a date of when the application will be updatedI know I am not the only one with this issue as most of the reviews are complaints about the applicationIf this is not an available option then yes proceed with a full refund Regards, [redacted]
Contacted customer via telephone and email this morning Awaiting response Our remotes come with a one year warranty and this customer's system is two years old That being said, I will authorize an out-of-warranty exchange of the customer's remotes once she contacts me
Was able to make contact with customer There appears to have been a miscommunication between the customer and our agent We have no problem honoring her request Customer is being refunded the full amount of the original incorrect service plan and an additional $as a credit towards the correct service plan
The quote that was copied/pasted by the customer does not state that the proximity feature is available on Android None of the literature we provide states that the SmartKey feature is available on Android However, the hardware still works with the Android app with regards to standard Bluetooth controls The VSKreplaced the VSM50BT, which did not have proximity options, therefore we needed to make sure that Android customers still had a Bluetooth option to use as an alternative to their traditional remote or cellular connection
Please note that we still support Viper Home and there is no reason the customer would have been denied warranty services on a product that is less than one year old Also, the app is still available in Google Play Store and Apple's iTunes Store We are more than happy to exchange this
customer's main control hub under warranty if they contact us
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
can you please leave a number that I can reach you at or can you refund to my credit card the referral creditgetting a hold of someone is impossible I have sent several emails
Regards,
*** ***
As stated in the customer's complaint, our product requires installation by an authorized dealer Our systems do not include full installation manuals because those are available online through our website Only our authorized dealers have access to this website We do not doubt
this customer's abilities, however we do make a promise to our authorized dealers that only they will receive installation support That is why we are unable to provide installation support to non-dealers.As for the long hold times, we apologize Our product is extremely popular during the cold weather and our call/email volume increases tremendously during this time of the year Hold times are longer than because of this However, our average hold time is usually around 15-minutes right now, with spikes during the middle of the day due to lunches/breaks However, we do not have 1/hour hold times as referenced in this complaint
As stated in our previous response, we are unable to provide installation support to non-authorized installers The customer needs to contact an authorized dealer in their area to have them install the system This is not a do-it-yourself system If the customer would like to purchase a do-it-yourself system they can acquire product under our "Ready Remote" product line
Hello,
Our Consumer Support Manager attempted to contact the customer via email A valid phone number was not provided in the complaint Here is the contact information we were provided:
*** ***
*** *** * ** ***
*** *** ***
***
E-mail: ***
We can resolve this case faster if we have a valid phone number to work with
In our last response we said "Please let us know if you would like to proceed" You also included this same quote in your new complaint However, we did not receive a response from you We will gladly honor the refund offer we previously made and it will post to your account in 5-
business days
Contacted customer and discussed concerns There appears to be an installation issue here so I referred the customer back to the shop so that they can call us while the vehicle is thereI also provided the customer with my cell phone number in case the shop tries to turn him away
We reached out to the customer yesterday and offered to send a free remote as a good faith gesture (no need to return the old one) We have not received a response as of today, yet they have responded to the Revdex.com during that same time frame Also, please note that the customer originally stated that they had an AS- Now they are stating that they have an AS-3472, which has a much more expensive remote That being said, we are still willing to send the customer a free replacement remote outside of our warranty period We just need them to respond to our email with an approval and their home shipping address
We apologize for any confusion around this matter, but communication was sent back to the customer stating that we need the vehicle to be brought back to an authorized dealer for evaluation before being able to consider the request. With the details we have been provided, we have no way to know what...
has occurred and we will need an authorized dealer to assess the vehicle before addressing the claim. Additional follow up with the customer will happen directly from here.
Contacted customer to acquire details concerning complaint. There was no answer. We do not currently offer a $99 service plan, even with a referral discount. Our referral discount is $20 which would bring our standard price of $139 for three years of non-GPS service down to $119.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Directed's Claim that passive unlocking is not the only feature is a half-truthIt might be possible to open the provided version app on an Android phone and press buttons to lock and unlock like the common key fob, but that is not the selling point of the device, and that is not what Directed advertise (this is directly from the webpage Directed provided):"With the Viper SmartKey module, you will never have to press a button to get into your vehicle againAll you need is your smartphone in your pocket or purse.Install Viper SmartKey as a standalone unit to lock and unlock your doors, or add it to virtually any Viper security or remote start system allowing you to control your car with your smartphone.No keysNo fobsNo launching apps." Directed clearly state the purpose of the product is to leave your phone "in your pocket", using the passive lock/unlock without the hassle of "launching apps".Also I have taken a picture of the product packaging, the Android compatibility logo is clearly displayed alongside the Apple compatibility logo:The packaging states that "Directed SmartKey requires Directed SmartStart vor newer" yet falsely displays the Google/Android compatibility logo.Because Directed has failed to provide that app for all Android users, I would like to again request they immediately remove all claims of current Android compatibility, as the product is not currently working in it's advertised use with any Android phone.If Directed releases the needed app for Andoird users, only then should they be allowed to claim compatibilityA device cannot be shipped with the Windows logo if the maker says "Oh we'll support it in a few weeks" so this should be no differentHere is a third party dealer who is actually having to tell their customers the truth, likely because of customer complaints: http://www.soundoftristate.com/viper-vsk100"Smartphone Compatibility: Version of the SmartStart app for Android is not yet available (as of 6/17/14)Windows and Blackberry are not supported at this time."I have not been able to find that information anywhere in Directed's website or advertising.Unfortunately, we cannot simply to take it on good faith that they will ever release the needed appGoogle recorded the last time Directed updated their apps for Android as "December 18, 2012"https://play.google.com/store/apps/details?id=com.directed.android.smartsta...⇄ hope I've made it clear why I feel this product has been falsely advertised by DirectedIt is not fair to customers to claim Android compatibility with the caveat of needing an application version that does not exist.Regards, [redacted]
[redacted] *** will be releasing in early Spring This will include a complete redesign of the user interface However, the issue you are experiencing is not widespread, so we cannot guarantee that the update will resolve your problem We have over 100,happy [redacted] customers in our ecosystem right now What you are seeing online is the small portion of that user base that is experiencing issues, and not all of them have contacted us for help That being said, as a sign of good faith and also to reaffirm that we are trying to work with you, we will offer one additional year of service at no charge Please let us know if you would like to proceed
Please note that our responses to this customer's complaints remain the same The issues this customer is experiencing are not wide spread That being said, we are willing to provide a full refund as requested Please note that the service will also be turned off if a full refund is generated Please let us know if you would like to proceed
Customer was provided with the personal cell number of the Consumer Support Manager No contact has been made since that original conversation Customer may also contact our consumer support team directly as our seasonal increase in call volume has begun to subside.Please note that this case was closed a few months ago Has it been re-opened?
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved.THAT WAS ONE POSSIBLYGOING TO TAKE IT BACK TO THE INSTALLER MONDAY DECEMBER 29, AT THAT TIME THE INSTALLER WILL CONTACT THE DEALER AND TRY TO FIGURE IT OUTAS OF RIGHT NOW THE ISSUE HAS NOT BEEN RESOLVED Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have already paid for the service, a refund is not necessary, if the company would fix their application for the android operating systemI am not the only one who has this car starter and my authorized dealer installed this system for over $An extension of service would be the resolution I would prefer along with a date of when the application will be updatedI know I am not the only one with this issue as most of the reviews are complaints about the applicationIf this is not an available option then yes proceed with a full refund Regards, [redacted]
Contacted customer via telephone and email this morning Awaiting response Our remotes come with a one year warranty and this customer's system is two years old That being said, I will authorize an out-of-warranty exchange of the customer's remotes once she contacts me
Was able to make contact with customer There appears to have been a miscommunication between the customer and our agent We have no problem honoring her request Customer is being refunded the full amount of the original incorrect service plan and an additional $as a credit towards the correct service plan
The quote that was copied/pasted by the customer does not state that the proximity feature is available on Android None of the literature we provide states that the SmartKey feature is available on Android However, the hardware still works with the Android app with regards to standard Bluetooth controls The VSKreplaced the VSM50BT, which did not have proximity options, therefore we needed to make sure that Android customers still had a Bluetooth option to use as an alternative to their traditional remote or cellular connection
The customer's response is blank
Please note that we still support Viper Home and there is no reason the customer would have been denied warranty services on a product that is less than one year old Also, the app is still available in Google Play Store and Apple's iTunes Store We are more than happy to exchange this
customer's main control hub under warranty if they contact us
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
can you please leave a number that I can reach you at or can you refund to my credit card the referral creditgetting a hold of someone is impossible I have sent several emails
Regards,
*** ***
As stated in the customer's complaint, our product requires installation by an authorized dealer Our systems do not include full installation manuals because those are available online through our website Only our authorized dealers have access to this website We do not doubt
this customer's abilities, however we do make a promise to our authorized dealers that only they will receive installation support That is why we are unable to provide installation support to non-dealers.As for the long hold times, we apologize Our product is extremely popular during the cold weather and our call/email volume increases tremendously during this time of the year Hold times are longer than because of this However, our average hold time is usually around 15-minutes right now, with spikes during the middle of the day due to lunches/breaks However, we do not have 1/hour hold times as referenced in this complaint
As stated in our previous response, we are unable to provide installation support to non-authorized installers The customer needs to contact an authorized dealer in their area to have them install the system This is not a do-it-yourself system If the customer would like to purchase a do-it-yourself system they can acquire product under our "Ready Remote" product line
Hello,
Our Consumer Support Manager attempted to contact the customer via email A valid phone number was not provided in the complaint Here is the contact information we were provided:
*** ***
*** *** * ** ***
*** *** ***
***
E-mail: ***
We can resolve this case faster if we have a valid phone number to work with
In our last response we said "Please let us know if you would like to proceed" You also included this same quote in your new complaint However, we did not receive a response from you We will gladly honor the refund offer we previously made and it will post to your account in 5-
business days
Contacted customer and discussed concerns There appears to be an installation issue here so I referred the customer back to the shop so that they can call us while the vehicle is thereI also provided the customer with my cell phone number in case the shop tries to turn him away
We reached out to the customer yesterday and offered to send a free remote as a good faith gesture (no need to return the old one) We have not received a response as of today, yet they have responded to the Revdex.com during that same time frame Also, please note that the customer originally stated that they had an AS- Now they are stating that they have an AS-3472, which has a much more expensive remote That being said, we are still willing to send the customer a free replacement remote outside of our warranty period We just need them to respond to our email with an approval and their home shipping address
We apologize for any confusion around this matter, but communication was sent back to the customer stating that we need the vehicle to be brought back to an authorized dealer for evaluation before being able to consider the request. With the details we have been provided, we have no way to know what...
has occurred and we will need an authorized dealer to assess the vehicle before addressing the claim. Additional follow up with the customer will happen directly from here.
Contacted customer to acquire details concerning complaint. There was no answer. We do not currently offer a $99 service plan, even with a referral discount. Our referral discount is $20 which would bring our standard price of $139 for three years of non-GPS service down to $119.