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Filip Technologies, Inc.

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Reviews Filip Technologies, Inc.

Filip Technologies, Inc. Reviews (45)

Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:I purchased the product prior to them removing the "repair service"Had I known that is something they do not offer to begin with, then I am certain that I would not purchase their productI am now left with a watch that has a cracked screen and is not usable and is still paying $10/mo for phone service.I am demanding a refund since they did not disclose "no repair service" at all of time of purchaseI was mislead and demand that refundI do not want deal with them againThey have far too many complaintsI don't want to encounter another issueI want a refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The Filip watch stopped charging in less than monthsI called the company and filed a warranty claim based on their requestMore than months passed by, I haven't heard anything from themTried to call them, I was put on hold for more than minutes todayI am very disappointed with the quality of their product and their customer service

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 understand that the customer is frustrated by our warranty replacement timeline; however we feel that we have handled this case appropriately, in accordance with our warranty policy (as published on our website), and ultimately to the satisfaction of the customer. We approved this customer's
request for a warranty replacement on July **, On August *, his replacement device shipped via *** (scheduled delivery on August **, per tracking #***)This replacement timeline is consistent with our warranty policy which states "Replacement devices usually ship 4-weeks after the Warranty claim is completed and approved." As a gesture of good will, on July *** we offered this customer an additional resolution above and beyond our standard policy, which he accepted. With this, we believe this case to be closed.Sincerely,Filip Technologies

We understand the customer’s frustration at the water damage sustained by her Grandson’s FiLIP It is impossible to know the precise details of the way in which the FiLIP watch was being used when it sustained water damage, or the quantity of water to which it was exposed However, we do
not claim that the product is waterproof and we are satisfied that there is no defect in the design of the product.Since becoming aware of the customer’s issue we have been in communication with the customer about a resolution and believe this matter has now been satisfactorily resolved.Sincerely,*** ***Filip Technologies, Inc

We are very sorry about this customer’s experience with our product, as this is definitely not the experience that we would like our customers to have, and fully empathize
with her frustration after having to have her device replaced twice due to a malfunctionIt must be noted that at both of these incidents we acted to the full extent of our warranty (as published on our website), immediately replacing the devices at absolutely no cost for the customer, as Filip Technologies sends prepaid waybills as part of its warranty serviceUnderstanding that warranty replacements vary widely by industry, manufacturer and product type, and while our warranty states 4-weeks for replacement devices, we do try to get replacements to our customers as quickly as technically possibleBecause our product relies on the convergence of several technologies that are merged to provide a unique tracking system, as part of our customer service, we help customers by customizing their device location settings to improve their experience while using our productAs with any standard customer service in our industry, this does require that customers follow troubleshooting steps as indicated by our customer service representativesShortly after receiving this complaint via the Revdex.com, one of our experts contacted this customer and explained in detail what troubleshooting steps were needed to solve her issueDuring that call she informed us that she had cancelled her service as she had not used the device for months, and that she would be happy if we could cover a month of her *** subscription in order to re-activate her accountWe acknowledged her request and sent her a check to cover a month of her *** subscription, and make agreed to resume the troubleshooting steps once her account was re-activatedTo summarize, she has received her replacement devices in accordance with our warranty policy, we have provided her with the required customer services, and as per her request, we agreed to cover the cost for one month's data/voice plan for her *** subscriptionSincerely,
Filip Technologies

We apologize that the customer had to wait longer than expected for her replacement FiLIP watch This was due to higher than expected demand from our retail channels However, customer has now received a replacement FiLIP watch and confirmed to our customer support team that she is happy
with this resolution With this, we believe the case to be closed.Sincerely,Filip Technologies

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Filip keeps saying that my refund has been approved though my check has not been mailed and they will not clarify when I can expect payment. As you can see in the attached correspondence, they keep saying I can expect my check "in the next business days". My Filip case has been open with them for five months. My watch has been received by them. I just want my money back!!! They are wasting my time and unwilling to simply do the right thing!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I was called and promised a refund for the watch/phone but have not received it yetI never claimed the company said the watch/phone was water proof, only water resistant and they state it should not be submerged in water or worn while swimming. They give no warning that it could became water damaged if it is splashed with water from washing their hands or being out in the rain, at a certain angle. The statement to not swim with or submerge the device is very misleadingI think that it's important information to disclose clearly. I am pleased that they are offering the refund and will close this complaint when it is received, however I do think they should clarify for customers the potential for water damage from splashing at a certain angle since this is a safety product made for children starting at age four and if they need to remove it while washing their hands, which greatly increases the chance of losing it,(we are talking about young children here) or out in the rain waiting for the school bus, etc. it defeats the purpose of having the device.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** ** called in and explained that the very first day his son was using his FiLIP he had dropped it on the glass and it crackedHe attempted to return the device to AT&T but they would not accept it because of the damageOur agent explained to the customer that he can purchase a glass
replacement from our website for $*** ** was not satisfied with this answer and stated that he did not want to spend any more moneyHe asked to speak with a supervisor, and our agent informed him that he would get a callback when the supervisor was available.
Supervisor met with the agent to discuss the case, and then called the customer backHe empathized with the customer and said that he could offer a glass replacement for a reduced priceThe customer still did not like this and said that he preferred to "ride it out with the broken glass.” Our supervisor advised against this as it could make the device susceptible to water damage, but the customer disconnected the call.
About minutes later, *** **'s wife called and stated that she believed the offer to be reasonableOur supervisor assisted the customer with placing the sales order at the agreed reduced price
Accordingly, we believe the issue has been resolved

We are very sorry that this customer's FiLIP is not performing up to the customers' expectations, and that as a result his experience with our product is not one we would like our customers to have.After thoroughly reviewing the technical steps taken by our support team, we were able to
determine that the customer was using the companion app to log in to the same account from two smartphones at the same time, which was probably causing loss of accuracy on location reportingAs in regards to the battery life, we were able to narrow down that the issue was when the device was located at school, where *** informed the customer that they had an area with poor coverage, hence the battery would drain faster as it tries to find network signal.We understand that this customer is frustrated with the performance of his device not being up to his expectations, and this is why we attempted to rectify this by offering a full refund, as he had previously requested on his contact to our Support Team on 8/**.This customer has not contacted us or replied back since we offered him a refund on September **, 2015.We feel that we have handled this case appropriately and in accordance with our warranty policy (as published on our website)If the customer chooses not to accept the full refund he requested and would like to go through our warranty replacement process, then we will also offer to cover the cost for one month's data/voice plan for his FiLIP.Sincerely,Filip Technologies

We are very sorry about this customer’s experience with our product, as this is definitely not the experience that we would like our customers to have, and fully empathize with her frustration after having to have her device replaced twice due to a malfunctionIt must be noted that at both of these
incidents we acted to the full extent of our warranty (as published on our website), immediately replacing the devices at absolutely no cost for the customer, as Filip Technologies sends prepaid waybills as part of its warranty serviceUnderstanding that warranty replacements vary widely by industry, manufacturer and product type, and while our warranty states 4-weeks for replacement devices, we do try to get replacements to our customers as quickly as technically possible.Because our product relies on the convergence of several technologies that are merged to provide a unique tracking system, as part of our customer service, we help customers by customizing their device location settings to improve their experience while using our productAs with any standard customer service in our industry, this does require that customers follow troubleshooting steps as indicated by our customer service representatives.Shortly after receiving this complaint via the Revdex.com, one of our experts contacted this customer and explained in detail what troubleshooting steps were needed to solve her issueDuring that call she informed us that she had cancelled her service as she had not used the device for months, and that she would be happy if we could cover a month of her *** subscription in order to re-activate her account.We acknowledged her request and sent her a check to cover a month of her *** subscription, and make agreed to resume the troubleshooting steps once her account was re-activated.To summarize, she has received her replacement devices in accordance with our warranty policy, we have provided her with the required customer services, and as per her request, we agreed to cover the cost for one month's data/voice plan for her *** subscription.Sincerely,Filip Technologies

We understand that the customer is frustrated by our warranty replacement timeline; however we feel that we have handled this case appropriately, in accordance with our warranty policy (as published on our website), and ultimately to the satisfaction of the customer. We approved this
customer's request for a warranty replacement on July **, On August *, his replacement device shipped via *** (scheduled delivery on August **, per tracking #***)This replacement timeline is consistent with our warranty policy which states "Replacement devices usually ship 4-weeks after the Warranty claim is completed and approved." As a gesture of good will, on July *** we offered this customer an additional resolution above and beyond our standard policy, which he accepted. With this, we believe this case to be closed.Sincerely,Filip Technologies

Our Support team assisted this customer that was having difficulties filing a warranty claim online. With our team's assistance, she successfully submitted her claim online, which was shortly thereafter approved, and an in-warranty replacement unit was sent on 10/**/2016, well within our 4-6 weeks...

turnaround time for resolving warranty claims. Sincerely, Filip Technologies Inc.

Once again, unfortunately, such damage is not covered by our warranty, which can be read in full here: [redacted] The paid screen repair services was offered for a fee as a temporary paid service not included as part of our warranty coverage, and was never intended to complement or supplement our warranty terms. Sincerely, FiLIP Support.

We are very sorry about this customer's experience with FiLIP, as this is definitely not the experience that we would like our customers to have. As per her multiple exchanges with our Support Team, we understand that this customer was kep abreast of the delays we were experiencing on our warranty...

replacement process. As soon as our company got hold of a fresh stock of replacement devices on 10/**/2016, we expedited the shipping of the in-warranty replacement unit for this customer the same day via [redacted] First Class, and she was informed of the tracking number via email. This customer refused to accept the replacement unit, and asked for a full refund, which was granted pending that the customer submits valid proof of purchase (a store receipt where we can validate amount paid or the device, purchase date and the device information). Sincerely, Filip Technologies Inc.

This customer asked for a full refund, which was granted. She has been kept abreast of the refund processing status, and was informed that she'll be notified once the refund check is mailed out to her. Sincerely, Filip Technologies Inc.

We can identify water damage on a FiLIP device by the pink tint found in the "FiLIP" logo, directly above the screen on the watch. We house a liquid damage indicator strip within the internals of our FiLIP device and anytime this strip turns a pink/red color, it indicates that water/moisture has...

penetrated to the device's internals and there is no doubt or question there. Upon this customer submitting her warranty claim documentation, our warranty claims team informed her that the pictures of her device showed indication of water damage. Once we got her reply, we authorized her to send her device for a physical warranty evaluation. Our Service Center team undoubtedly identified water damage on this customer's FiLIP device, whether it was caused by melted candy or other liquid, it is water damage and it voids our warranty. As clearly stated on our warranty policy, "our warranty does not cover defects or malfunctions caused by abuse, normal wear and tear, exposure to water, cosmetic damage, accidents, usage contrary to the User Manual, accessories or hardware/software not provided by Filip Technologies, lost or stolen Devices or other damaged caused other than a defect or malfunction in the design or operation of the Device." Sincerely, Filip Technologies Inc.

We are very sorry about this customer's experience with FiLIP, as this is definitely not the experience that we would like our customers to have. As per her multiple exchanges with our Support Team, we understand that this customer was kep abreast of the delays we were experiencing on our warranty...

replacement process. As soon as our company got hold of a fresh stock of replacement devices on 10/**/2016, we expedited the shipping of the in-warranty replacement unit for this customer on 10/**/2016 via [redacted] First Class, and she was informed of the tracking number via email. We greatly apologize for the delay, and thank this customer for her patience. Sincerely, Filip Technologies Inc.

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Description: TELEPHONE COMMUNICATIONS

Address: 120 E 23rd St, New York, New York, United States, 10010-4519

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