Elemental Path

We're sorry to hear that [redacted] is having trouble connecting his DinoAs an early stage stawith employees, providing good customer service is vital and is integral to our businessIn general, we try to respond to all customer service issues within hoursIn regards to the delay in shipping, this project started on Kickstarter, which is subject to delays and the uncertainties involved with designing and manufacturing a new product [redacted] pre-ordered his Dino where we provided an estimated ship date of December When there were manufacturing delays outside of our control, we made a point to notify all of our customers about the delay, gave them the opportunity to get a refund, and kept them informed throughout the processWe did not want to ship the Dinos to customers before they were ready, of course.As for the technical issues, our product relies on a connection to function properlyGiven the nature of Wi-Fi, there are several factors outside of our control that can interfere with the toy's ability to connect, such as wireless saturation on a network, individual router and security settings, and Internet Service Provider (ISP) restrictionsThese are issues which the customer would need to resolve by working with the router manufacturer or ISP.We have a small team, and cannot provide phone support, but do provide responsive email and web supportIn the case of [redacted] , we have been corresponding with him on a regular basis attempting to resolve his issues including on ***, ***, ***After receiving his initial email, where we sent a set of instructions we asked him to try, he refused and demanded that a customer service representative call him, otherwise he would return the productHere is a message from yesterday (June **, 2016) before we received this letter from Revdex.com: [redacted] *** [redacted] *** *** *** [redacted] *** [redacted] [redacted] Thanks, MattDirector of Customer support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

We're sorry to hear that [redacted] is having trouble connecting his Dino. As an early stage start-up with 10 employees, providing good customer service is vital and is integral to our business. In general, we try to respond to all customer service issues within 36 hours. In regards to the...

delay in shipping, this project started on Kickstarter, which is subject to delays and the uncertainties involved with designing and manufacturing a new product. [redacted] pre-ordered his Dino where we provided an estimated ship date of December 2015. When there were manufacturing delays outside of our control, we made a point to notify all of our customers about the delay, gave them the opportunity to get a refund, and kept them informed throughout the process. We did not want to ship the Dinos to customers before they were ready, of course.As for the technical issues, our product relies on a Wi-Fi connection to function properly. Given the nature of Wi-Fi, there are several factors outside of our control that can interfere with the toy's ability to connect, such as wireless saturation on a network, individual router and security settings, and Internet Service Provider (ISP) restrictions. These are issues which the customer would need to resolve by working with the router manufacturer or ISP.We have a small team, and cannot provide phone support, but do provide responsive email and web support. In the case of [redacted], we have been corresponding with him on a regular basis attempting to resolve his issues including on [redacted], [redacted], [redacted]. After receiving his initial email, where we sent a set of instructions we asked him to try, he refused and demanded that a customer service representative call him, otherwise he would return the product. Here is a message from yesterday (June **, 2016) before we received this letter from Revdex.com:[redacted]
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Thanks, MattDirector of Customer support.