DogWatch, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted] I have read the response from Dog watch [redacted] has made it sound pretty good. It did not all happen as stated on [redacted]'s part.I would like to go thru another Canadian dealer in the future. As of right now the fence is not working. I have had good months of service but I have had no fence other times.

Thank you for your correspondence alerting us to the complaint of Mr. [redacted] of [redacted] (case#[redacted]). The compliant concerns an issue with the cost of several items shipped from our office in Massachusetts (US) to his home in Canada. These items were shipped with...

his approval, which we have documented in email correspondence with Mr. [redacted]. The items sent to Mr. [redacted] included two Hidden Fence receivers which we replaced under Warranty at no cost and two replacement collar straps which he purchased. Although we have a local authorized Dealer in Mr. [redacted]’s area who could have supplied the requested items, Mr. [redacted] said he preferred that we ship them from our Massachusetts office. In email communication with Mr. [redacted] regarding the Warranty replacement items, we asked if he would be interested in purchasing new collar straps for the replacement receivers and we provided information regarding the cost of the collar straps. He agreed to purchase the new collar straps and he provided a credit card number for that purpose. After he received the items, Mr. [redacted] indicated that he was not happy with the cost. Prior to sending the items to Mr. [redacted], he authorized the purchase. While we did not indicate or imply that the shipping cost was included in the price, we did say that it would be less expensive to purchase from the local Dealer as there would not be a shipping charge. Perhaps we should have provided more specific information regarding the shipping cost.We apologize for the initial delay in responding to Mr. [redacted]. At the time the complaint was submitted the majority of our staff was away at our Annual Meeting. Upon our return, we contacted Mr. [redacted] and, as a gesture of good will, we agreed to refund our shipping cost. The additional brokerage and duty charges are out of our control and we have no way of refunding those. We have discussed this with Mr. [redacted] and it seems he is satisfied. As for Mr. [redacted]’s desired resolution that he receive a  full refund of $2280 for his Hidden Fence, that is perplexing. His fence has been installed and his dogs contained for more than 3 years. If there is a problem with our products, we have a Lifetime Warranty and we will replace them without question  – as we did with the receivers. We do not, however, have a mechanism for refunding the cost of purchasing and installing the Fence. If there are issues not covered under the Warranty, that is between Mr. [redacted] and the local Dealer in Canada from whom he purchased the Fence.   When we were made of aware of this complaint, the local Dealer - Mr. [redacted] - shared with us email correspondence in which he repeatedly offers to addresses Mr. [redacted]’s complaints. Mr. [redacted] has also made offers to provide additional training for Mr. [redacted]’s dogs, if needed. It appears to us that Mr. [redacted] has been responsive and that the Fence is working. It seems that the issue may not be the Fence.   The other reason this is perplexing is that this is the only complaint of which we aware regarding Mr. [redacted]. He is an experienced DogWatch Dealer who has many customers and this is the first issue that has come to our attention. We have no reason to think that Mr. [redacted] has not made an effort to be responsive to Mr. [redacted]’s requests.   We replaced equipment at no cost to Mr. [redacted] and offered support when Mr. [redacted] contacted us. We refunded the shipping cost to his satisfaction. We are not, however, in a position to refund the cost of a Fence he purchased from a local Dealer. And based on the information we have, we would be hard pressed to suggest to the Dealer that a refund seems appropriate.   Our goal is always to satisfy our customers and provide excellent customer service through our local dealers. Unfortunately, we do not always succeed at making everyone happy, regardless of our efforts. We are open to your suggestions as to how to appease Mr. [redacted]. Thank you –