Hi [redacted], I have attached the credit notes showing we processed the refunds for [redacted] and we have refunded 2 older service plans for him as well, it looks like they were process the day after his complaint was filed.
Please note that our website does not reference Android compatibility with the smart key feature. Please click here to review our website:https://www.viper.com/smartstart/smartkey/vsk100/viper-smartkeyAlso please note that passive locking is NOT the only feature of the VSK100. It can...
also be used as standard Bluetooth keyless entry system with the current version of the Android app. The automatic proximity locking/unlocking is the only part of the Android app that is not available at this time. However, that app should be available in the next few weeks, which will add even more functionality to the VSK100 than we currently advertise.
We attempted to contact the customer via phone on 7/28/2016. There was no answer and a voice mail was left. Please note that we still honor the product warranty, even if the retail shop is no longer authorized by us, as long as the product was purchased while they were still...
authorized to sell our product. Our website (http://viper.com/wheretobuy/) provides real time information on who is allowed to sell our product. If the product was purchased after the retail shop was terminated, that shop is automatically removed from our website. The only reason we decline warranty requests that are accompanied with a receipt would be for these reasons:1) The shop that sold and installed the product was not an authorized retailer on the date of purchase2) The warranty terms associated with the product have expired3) The failure was not due to manufacturer defectWe are more than happy to discuss this further with the customer if they choose to return our voice mail.
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.
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.
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.
Regards,
[redacted]
PS: I called back phone number from rep several time and could notreach [redacted].
I did speak to this customer last week. I also spoke to the shop. The manager of the shop stated that the vehicle did not fail while it was in their possession, therefor it was very difficult to address a problem. The manager also stated that there was an exchange of words between...
himself and the customer, as well as an attempted assault on him by the customer's mother. At this time there appears to be nothing wrong with the product, but there may be a few adjustments that need to be made to the installation. Our product warranty does not cover the installation, it covers manufacturer defect of the hardware. The installation warranty is between the customer and the shop that performed the installation. The manager of this shop is willing to help the customer despite the confrontation that occurred last week and is simply asking that the vehicle be dropped off by someone other than the customer to prevent an additional confrontation.
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-truth. It might be possible to open the provided version 3.1 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 again. All 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 keys. No fobs. No 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 v3.2 or 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 false 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 compatibility. A 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 different. Here 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 3.2 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 app. Google 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 Directed. It is not fair to customers to claim Android compatibility with the caveat of needing an application version that does not exist.Regards,
[redacted]
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?
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.
[redacted] from Directed advised me to send the defective system back to Directed, I sent it back to directed, they cannot find my previous RMA number. So now [redacted] called me and informed me that its nothing they can do.This is ridiculous, I spent over $1000 initially to get my system installed, it didnt work the first time and company replaced my defective system with another defective one and now Directed doesnt even want to own up to their defective product. Instead saying that its nothing that they can do.No wonder Directed is no longer the industry leader. Compustar it is. Directed is complete rip off, and doesnt stand up to their products. Guys, think twice before you buy a directed product.
Regards,
[redacted]
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 $20 as a credit towards the correct service plan.
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.Put a claim a while ago with Revdex.com about a defective DEI alarm system. Through the assistance of the Revdex.com DEI and I spoke once since they have not returned any of my attempts to contact them by email. Phone contact is unavailable in a reasonable amount of time. The product does not function per manufacturers specs. The range for the remotes is advertised at 1500' I have never received over 60' line of sight. Would BB open lines of communication again please. I believe the alarm is defective and the installer will not replace without DEI approval. Thanx, [redacted].
Regards,[redacted]
Revdex.com:
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.
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 system. I am not the only one who has this car starter and my authorized dealer installed this system for over $500. An extension of service would be the resolution I would prefer along with a date of when the application will be updated. I know I am not the only one with this issue as most of the reviews are complaints about the application. If this is not an available option then yes proceed with a full refund.
Regards,
[redacted]
We are sorry for the accidental duplicate charge, and we will reach out to you to ensure it gets resolved if it has not been already. I'm not sure what the issue was that had occurred when you called in for support, but I will report it to my IT team for investigation. Our phone support has not...
changed for quite some time and we take hundreds of calls each day supporting our smartstart customers, for the quickest way to get into the correct queue for smartstart support please dial 1-800-753-[redacted] and press [redacted] to avoid waiting for the phone prompts to get you in the correct queue. We look forward to speaking withyou directly to resolve you issues. Thanks.
[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 100,000 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.
We are very sorry to hear about the issues you have been having. Our app has gone through a complete redesign and many updates along the way over the course of the last year. With all of the different phones out in the market with varying operating system versions, there are lots of potential causes...
to see certain issues. However, our most recent update has been one of the most successful and most improved versions we've seen since the redesign. I also apologize for the issues you've encountered trying to contact us for support. We did recently have an issue with our email system and have since addressed it to the best of our knowledge. Our phone support has not changed for quite some time and we take hundreds of calls each day supporting our smartstart customers, for the quickest way to get into the correct queue for smartstart support please dial [redacted] and press [redacted] to avoid waiting for the phone prompts to get you in the correct queue. We will be reaching out to you directly to try and get your app issue on your phone resolved and offer you some alternatives to compensate your last year of service with the issues you've had. Thanks.
Hello,We have attempted to contact the customer but reached their voice mail. Please note that we offer a one year warranty on our remotes, which is standard for the industry. This information is stated in our owner's guide. It appears that this system was purchased prior to...
December 2014, which would indicate that the remote(s) are now out of warranty. A new remote can be purchased from any authorized dealer found here:http://viper.com/wheretobuy/
Hi [redacted], I have attached the credit notes showing we processed the refunds for [redacted] and we have refunded 2 older service plans for him as well, it looks like they were process the day after his complaint was filed.
Please note that our website does not reference Android compatibility with the smart key feature. Please click here to review our website:https://www.viper.com/smartstart/smartkey/vsk100/viper-smartkeyAlso please note that passive locking is NOT the only feature of the VSK100. It can...
also be used as standard Bluetooth keyless entry system with the current version of the Android app. The automatic proximity locking/unlocking is the only part of the Android app that is not available at this time. However, that app should be available in the next few weeks, which will add even more functionality to the VSK100 than we currently advertise.
We attempted to contact the customer via phone on 7/28/2016. There was no answer and a voice mail was left. Please note that we still honor the product warranty, even if the retail shop is no longer authorized by us, as long as the product was purchased while they were still...
authorized to sell our product. Our website (http://viper.com/wheretobuy/) provides real time information on who is allowed to sell our product. If the product was purchased after the retail shop was terminated, that shop is automatically removed from our website. The only reason we decline warranty requests that are accompanied with a receipt would be for these reasons:1) The shop that sold and installed the product was not an authorized retailer on the date of purchase2) The warranty terms associated with the product have expired3) The failure was not due to manufacturer defectWe are more than happy to discuss this further with the customer if they choose to return our voice mail.
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.
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.
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.
Regards,
[redacted]
PS: I called back phone number from rep several time and could notreach [redacted].
I did speak to this customer last week. I also spoke to the shop. The manager of the shop stated that the vehicle did not fail while it was in their possession, therefor it was very difficult to address a problem. The manager also stated that there was an exchange of words between...
himself and the customer, as well as an attempted assault on him by the customer's mother. At this time there appears to be nothing wrong with the product, but there may be a few adjustments that need to be made to the installation. Our product warranty does not cover the installation, it covers manufacturer defect of the hardware. The installation warranty is between the customer and the shop that performed the installation. The manager of this shop is willing to help the customer despite the confrontation that occurred last week and is simply asking that the vehicle be dropped off by someone other than the customer to prevent an additional confrontation.
We are already working with the customer directly to resolve this issue. We are currently waiting on the product to be received at our headquarters.
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-truth. It might be possible to open the provided version 3.1 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 again. All 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 keys. No fobs. No 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 v3.2 or 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 false 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 compatibility. A 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 different. Here 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 3.2 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 app. Google 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 Directed. It is not fair to customers to claim Android compatibility with the caveat of needing an application version that does not exist.Regards,
[redacted]
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?
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.
[redacted] from Directed advised me to send the defective system back to Directed, I sent it back to directed, they cannot find my previous RMA number. So now [redacted] called me and informed me that its nothing they can do.This is ridiculous, I spent over $1000 initially to get my system installed, it didnt work the first time and company replaced my defective system with another defective one and now Directed doesnt even want to own up to their defective product. Instead saying that its nothing that they can do.No wonder Directed is no longer the industry leader. Compustar it is. Directed is complete rip off, and doesnt stand up to their products. Guys, think twice before you buy a directed product.
Regards,
[redacted]
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 $20 as a credit towards the correct service plan.
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.Put a claim a while ago with Revdex.com about a defective DEI alarm system. Through the assistance of the Revdex.com DEI and I spoke once since they have not returned any of my attempts to contact them by email. Phone contact is unavailable in a reasonable amount of time. The product does not function per manufacturers specs. The range for the remotes is advertised at 1500' I have never received over 60' line of sight. Would BB open lines of communication again please. I believe the alarm is defective and the installer will not replace without DEI approval. Thanx, [redacted].
Regards,[redacted]
Revdex.com:
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.
Regards,
[redacted]
Customer spoke with our consumer support team yesterday and issue was resolved.
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 system. I am not the only one who has this car starter and my authorized dealer installed this system for over $500. An extension of service would be the resolution I would prefer along with a date of when the application will be updated. I know I am not the only one with this issue as most of the reviews are complaints about the application. If this is not an available option then yes proceed with a full refund.
Regards,
[redacted]
We are sorry for the accidental duplicate charge, and we will reach out to you to ensure it gets resolved if it has not been already. I'm not sure what the issue was that had occurred when you called in for support, but I will report it to my IT team for investigation. Our phone support has not...
changed for quite some time and we take hundreds of calls each day supporting our smartstart customers, for the quickest way to get into the correct queue for smartstart support please dial 1-800-753-[redacted] and press [redacted] to avoid waiting for the phone prompts to get you in the correct queue. We look forward to speaking withyou directly to resolve you issues. Thanks.
[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 100,000 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.
We are very sorry to hear about the issues you have been having. Our app has gone through a complete redesign and many updates along the way over the course of the last year. With all of the different phones out in the market with varying operating system versions, there are lots of potential causes...
to see certain issues. However, our most recent update has been one of the most successful and most improved versions we've seen since the redesign. I also apologize for the issues you've encountered trying to contact us for support. We did recently have an issue with our email system and have since addressed it to the best of our knowledge. Our phone support has not changed for quite some time and we take hundreds of calls each day supporting our smartstart customers, for the quickest way to get into the correct queue for smartstart support please dial [redacted] and press [redacted] to avoid waiting for the phone prompts to get you in the correct queue. We will be reaching out to you directly to try and get your app issue on your phone resolved and offer you some alternatives to compensate your last year of service with the issues you've had. Thanks.
Hello,We have attempted to contact the customer but reached their voice mail. Please note that we offer a one year warranty on our remotes, which is standard for the industry. This information is stated in our owner's guide. It appears that this system was purchased prior to...
December 2014, which would indicate that the remote(s) are now out of warranty. A new remote can be purchased from any authorized dealer found here:http://viper.com/wheretobuy/