Filip Technologies, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Filip's response to my complaint is dishonest, as I was never "kept abreast of the delays" but rather continuously reassured "I was on the list for a replacement device" (see attachment dated 8/**-9/**).  On 9/**, I became fed up and expressed my desire for a refund.  I was told I would be contacted again when my refund request was approved (see attachment dated 8/**-9/**, the communication from 9/**).  I followed up a month later, as I still hadn't received a refund or response (see attachment dated 10/**-10/**, the communication from 10/**); I was told there was "still no update".  Again, I expressed my desire for a refund and was told I would be contacted when my refund request was approved (again, see attachment dated 10/**-10/**).  On 10/**, I received an automated message stating that my replacement had shipped (see attachment dated 10/**-10/**, the communication from 10/**).  As you may imagine, I was frustrated and angry because this was not what Filip agreed to.  I have since returned my watch (unopened and untouched, as I do not want to do business with these people!!!) and submitted a receipt in hopes of a refund.  Hopefully it will be issued soon.I am attaching documentation to prove my experience with this company, as I have been patient and am angered by their dishonest response to the Revdex.com.  If you check the dates and times of the communications I have attached, you will notice that all but one was initiated by me (I got a random message stating that there was still no progress on 9/*).  I have been paying a monthly phone bill for a watch I haven't have for five months.  I don't mind waiting in line for things to happen but this is beyond excessive; when I mailed my defective watch to them in June, I was told this could take up to eight weeks (ha!).  Filip doesn't do what they promise to do and nothing happens quickly with them.  Buyer beware of Filip!!!!   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are very sorry that this customer's FiLIP stopped working properly, and so soon after their purchase date. As the customer describes, in accordance to our warranty policy, we accepted her warranty claim and proceeded to initiate the replacement process. We completely understand her frustration...

and know that a 4-6 week turn-around time for a replacement device it isn't always ideal, but it is the best our factory is able to do at this time. Warranty replacements vary widely by industry, manufacturer and product type, and while our warranty states 4-6 weeks for replacement devices, we do try to get replacements to our customers as quickly as technically possible.We attempted to rectify this issue before receiving this complaint, by offering either a full refund as requested or to expedite the shipping of a replacement device under our warranty policy. The customer was very pleased of our resolution options, and choose to have a replacement unit expedited.To summarize, we took ownership of her issues and offered realistic options to amicable resolve the issue.Sincerely,Filip Technologies

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Again, I refuse to accept their response and we are going in circles here. I purchased the product prior to them removing the option to repair. I should not be held liable for now a broken watch to sit on my night stand only to collect dust because of a company that no longer offers repair service. It is misleading and again...I demand a refund asap. I have been wasting monthly fees on phone service because this company refuses to refund me. Revdex.com, I am seeking your help. You can clearly understand how stubborn this company is and how unwilling they are to work with their customers. I urge you to read the reviews on [redacted] and other sites and you will know how bad this company really is. Please act upon it. Thank you.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Such damage is not covered by our warranty, which can be read in full here: [redacted] As we informed this customer, unfortunately, we no longer offer paid screen repair services. Sincerely, FiLIP Support.

Revdex.com:At this time, I have not been contacted by Filip Technologies, Inc. regarding complaint ID [redacted].As a consumer, what can I do at this point? There are probably hundreds of people like me...Sincerely,[redacted]

We have issued a refund to [redacted] in the form of a check, delivered on Monday, April [redacted] (by [redacted]) to the address provided by [redacted].With this, we believe that this issue has been resolved. Sincerely,[redacted]on behalf of the FiLIP Team

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

We are very sorry that this customer's FiLIP stopped working properly, and so soon after their purchase date. As the customer describes, in accordance to our warranty policy, we accepted her warranty claim and proceeded to initiate the replacement process. We completely understand her frustration...

and know that a 4-6 week turn-around time for a replacement device it isn't always ideal, but it is the best our factory is able to do at this time. Warranty replacements vary widely by industry, manufacturer and product type, and while our warranty states 4-6 weeks for replacement devices, we do try to get replacements to our customers as quickly as technically possible.We attempted to rectify this issue before receiving this complaint, by offering either a full refund as requested or to expedite the shipping of a replacement device under our warranty policy. The customer was very pleased of our resolution options, and choose to have a replacement unit expedited.
To summarize, we took ownership of her issues and offered realistic options to amicable resolve the issue.Sincerely,Filip Technologies

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 reporting. As in regards to the battery life, we were able to narrow down that the issue was when the device was located at school, where [redacted] 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 that this customer's FiLIP stopped working properly, and so soon after their purchase date. We attempted to rectify this issue by offering a replacement device under our warranty policy. We understand that this customer is frustrated by our warranty replacement timeline; however we...

feel that we have handled this case appropriately and in accordance with our warranty policy (as published on our website). Since receiving this complaint, we have actively tried to resolve this case directly with the customer, however she has been unresponsive to us.Please find a recap of this customer's case below:-On July *, 2015 we approved the warranty replacement for this customer's FiLIP. -On July **, 2015 we followed up with an e-mail to update her on the status of her replacement device; informing her that it would be delivered within the 4-6 weeks warranty timeline.-On July **, 2015 we received this complaint from the customer (via Revdex.com). We decided to offer the customer a full refund as an alternative to waiting for a replacement device. The customer was contacted by email and by phone with our refund offer. The customer did not respond to us. -On August *, 2015, still having not heard back from the customer in regard to the refund offer, we shipped the replacement device to the customer. This was well within our 4-6 week standard timeline for replacement devices.-On August * and *, 2015 we left a voicemail message for the customer to inform her that we were unable to perform a device swap (switching her [redacted] account from her damaged FiLIP to her replacement FiLIP) because her [redacted] subscription had been suspended. We believe that she disconnected/cancelled her [redacted] account. The customer did not respond to us.-On August **, 2015 we sent her an email reminding her to return her damaged FiLIP to us, using the pre-paid label that we provided to her. The customer did not respond to us.This customer has not contacted us or replied back to our e-mails and voicemail messages since we offered her a refund on July **, 2015.She has received her replacement device in accordance with our warranty policy. If the customer chooses to re-active her [redacted] account for her FiLIP, then we will also offer to cover the cost for one month's data/voice plan for her FiLIP.Sincerely,Filip Technologies

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

FiLIP has been available since November **, 2013, so we assume that the customer bought the product in December 2013, not December 2012. We acknowledge that it has taken longer than originally expected to develop a wristband that will fit larger wrists, but it is not possible that the customer has...

been waiting 16 months for this product. Because the FiLIP wristband contains delicate technology essential to the correct operation of the device, we needed to take the time necessary to produce a high quality product that meets the performance requirements of the host network, [redacted].
We recently announced that FiLIP 2 will soon be available, with a secure and adjustable wristband. In developing FiLIP 2, we took customer feedback into account. Customer is mistaken that he will be required to buy the new FiLIP 2. Existing FiLIP owners will be given an opportunity to convert their FiLIP to a FiLIP 2, with secure, adjustable wristband, for the same price that they would have paid in any event for the larger wristband accessory. Most of our existing customers are very happy about this -- for example, one commented [redacted]  
We cannot comment on the customer service issues mentioned because we cannot find any record of the customer in our system. We take customer satisfaction very seriously, and would ask that the customer contacts us direct at [redacted] so that we can discuss a specific resolution of the issue or provide a refund.

As of April **, 2015, we have responded to and resolved this issue directly with this customer. This customer has received the replacement device as promised in the original resolution made directly with the customer.No further action is required.Sincerely,[redacted]...

[redacted]on behalf of the FiLIP Team

We looked at numerous GPS watches for our little kid and decided to move forward with the Filip 2 kids watch for our little kid so we could properly track him while at school and when he is away at friend's houses. We purchased this for over $150 and added it to our ATT plan for $10/month.
HUGE Issue #1: We charged the watch fully and unplugged it in the morning with a 100% charge showing up on the watch and application we installed on our phones to monitor the GPS, make phone calls, and send texts. By 10:59 am while our kid was at school (unplugged watch at 7:30am) I received a message on my phone saying that we needed to recharge the Filip2 watch. The watch died before our kid even got out of school.
HUGE ISSUE #2 (probably the most important): The GPS location was about 200 years off 99% of the time. What good is a GPS watch if you area searching for your kid in a crowd (or just in the open) if the GPS location is that far off? This is a scam. Filip2 is promoting and advertising a device to parents that does not work at all. While at my home the watch was 4 houses down the street... My wife called the customer service center and the rep that answered told her "that is the best our watch can do and there is nothing we can do about it". HOW CAN THEY SELL A GPS WATCH THAT THEY THEMSELVES ADMIT DOES NOT WORK?
I wrote the company on facebook and they put all the blame on me and on ATT. I was charged by ATT to return the product ($45 restocking fee) after owning it for 2 days because FILIP HAS A NO RETURN POLICY - they refused to offer any type of credit directly. Multiple sources at the stores we visited told us many times after the return that the Filip2 watch is returned all of the time because it simply does not work.
I asked the company to correct the GPS and battery problem and requested that they credit me $45 for the restocking fee because their product absolutely does not work. They denied me. I told them I would be writing a Revdex.com Review, they could care less and denied my request for a credit again. NEVER BUY THIS WATCH. We bought the LG Gizmo Gadget and it works so well (battery and GPS are amazing). Do not buy this watch. I never make complaints like this but I do not want parents to be scammed by a company promoting a product to parents making us feel like it would help keep our kids safe. They know it does not work, they admit it does not work, they have a no return policy for a reason...they know the product they are selling is a scam and is a cheap version of a safety device.

We are very sorry that this customer is unhappy with our product and our service.As part of the troubleshooting steps we follow in order to determine if a warranty claim is valid, we sometimes require customers to provide us with pictures of the faulty device, so that along with the customer...

description of the issue, our support team has enough evidence to lock down the problem and make a final decision on the warranty claim. In some cases, a physical warranty evaluation at our service center may be required.Please find a recap of this customer's case below:- On her call from October ** 2015, this customer described her issue mentioning that the glass was broken because the device keeps falling off her son because it does not fit, and that her son did not drop it this most recent time when the screen cracked, which is consistent with the customer's acknowledgement on this complaint that her son hit the device on his bike.- When our support agent proceeded to ask probing questions on the issue and eventually for pictures of her device, the customer threaten him by stating that she was going to use social media to discredit Filip Technologies.- At 11:44 AM, the customer e-mail us the pictures requested, asking for an immediate resolution.- At 12:35 PM, our support team replied back to her with the decision that, based on her description of the issue and the pictures she provided us with, we were not able to replace her device as per our warranty policy.-  At 2:** PM, the customer called us back as she was not satisfied with the resolution of her warranty claim, and stated we were selling a bad product and that she was reporting us to the Revdex.com.- Later that afternoon, one of our supervisors contacted the customer and explained her why due to physical damage to the screen, her device was not covered under warranty. The supervisor notes on his report that the customer was upset but understanding of the problem.Looking at the history of this customer's contacts with our support team, we can see two previous instances of accidental damage on the various devices she has owned: her son broke the screen of a previous device on June ** 2014 when he fell off his bike, and then broke the screen of another device on March 12 205 when he tipped his bike. On both instances, she was informed that physical damage is not covered under our warranty. Based on this, we can infer that, when the customer called us on October ** 2015, she was aware that physical damage on the device is not covered under our warranty policy.We have acted in accordance with our procedures to determine if a warranty claim is valid, and have communicated this process and our decision clearly to this customer, via multiple e-mails and phone calls, and in at least two previous instances throughout her business history with us, therefore we cannot grant her request for a full refund for the device and its service.Our only recourse at this point, if the customer accepts, would be to have our service center to perform a physical warranty evaluation of the device to further support our initial decision.Sincerely,Filip Technologies

Review: In December 2012 we bought a FILIP GPS/Cellular wristband device for my child, we contacted the company first however as the wrist band size for her wrist was not available initially and we were told but a customer service rep that the larger bands would be out "shortly after Christmas". When we called FILIP technologies at the end of January, we were then told the larger wrist bands would be out by the end of the quarter. It's now been over 16 months since we were told the new bands would be out in 1 month , then 3 months. Multiple calls to customer service requesting a refund were denied. Asking to speak to the customer service representatives manager resulted in calls being disconnected (hung up on). The device we bought my (then 9) year old daughter has never been out of the box and never been used. I received an email today asking me to go buy the new FILIP 2. We contacted customer service and were told that the larger wristbands were not going to be produced, and were asked if we wanted to buy the new device (with an adjustable wristband) when they were released.Desired Settlement: I'd either like a wrist band that will fit my child's wrist (we are willing to pay for it, we always were, but it was never produced) or a full refund since the item has never been out of it's box, waiting for a commitment to produce an accessory for it to fit my child, that has never been produced.

Business

Response:

FiLIP has been available since November **, 2013, so we assume that the customer bought the product in December 2013, not December 2012. We acknowledge that it has taken longer than originally expected to develop a wristband that will fit larger wrists, but it is not possible that the customer has been waiting 16 months for this product. Because the FiLIP wristband contains delicate technology essential to the correct operation of the device, we needed to take the time necessary to produce a high quality product that meets the performance requirements of the host network, [redacted].

We recently announced that FiLIP 2 will soon be available, with a secure and adjustable wristband. In developing FiLIP 2, we took customer feedback into account. Customer is mistaken that he will be required to buy the new FiLIP 2. Existing FiLIP owners will be given an opportunity to convert their FiLIP to a FiLIP 2, with secure, adjustable wristband, for the same price that they would have paid in any event for the larger wristband accessory. Most of our existing customers are very happy about this -- for example, one commented [redacted]

We cannot comment on the customer service issues mentioned because we cannot find any record of the customer in our system. We take customer satisfaction very seriously, and would ask that the customer contacts us direct at [redacted] so that we can discuss a specific resolution of the issue or provide a refund.

Review: This device is marketed, and shown to be a great tool for your children. Shows their location, and allows them to contact 5 people. Wouldn't it be fabulous if it actually worked as advertised. I have been through multiple replacement Filip2 devices for battery/charging issues. The devices have been inoperable more than they've worked. I have paid the $10 service fee to [redacted] for months without the device being functional. I've waited for a new device for weeks/months before I get it. Each time it takes a solid 1.5 hours to get it all set back up. Only to have it malfunction a short couple weeks later. Not only is there the battery issue, but there are times that it will notify you your child has left a location and is now MILES away from the safe zone-at random- so your heart skips a beat and you contact your child's school for them to tell you he is safe in class. Hardly how the device should function.

I've given their Support team plenty of opportunities to replace, and trouble shoot this device. I simply don't have the hours necessary to be in contact with them every time is malfunctions to get a new one. Nor should I be expected to. I've tried to warn other parents that this device shouldn't be relied on for the safety of their children, and my comments on their Social Media pages are deleted. Clearly by the amount of posts on their page, THEY KNOW THEIR DEVICE DOESN'T WORK AS ADVERTISED, and have a 'no refund' policy to ensure that when the device malfunctions, they aren't hurting their bottom line.Desired Settlement: I'd like for the company to refund to me the amount paid for the device. I'd also like to see them go back to see WHY their devices malfunction and come back with a device that actually works.

Business

Response:

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 malfunction. It 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 service. Understanding that warranty replacements vary widely by industry, manufacturer and product type, and while our warranty states 4-6 weeks for replacement devices, we do try to get replacements to our customers as quickly as technically possible.

Review: I have now purchased two of the watches to keep my son safe while out in the world on his own, as the company advertises. Both times the watches have failed. I have replaced the screen on the watch and then purchased a brand new watch with their new "Gorilla glass" screen. My son tapped the watch on his bike- I was there and saw that it was not a hard hit- and the glass cracked in one small area. The watch continued to work after that for months. Then it suddenly stopped working. The power cord does not always light up and the watch will not charge. The tech team told me the following via email, after I sent in pictures taken from my iPhone- they did not review the watch in person.

There is no information in this message as to what I am to do. I have repeatedly called customer service and have been told that a manager would return my call- I have yet to hear from the manager. I have also attempted to reach out to this company via their facebook page with no response.Desired Settlement: At this point I do not want another watch, as they are clearly poorly made, Even before cracking the screen the watch did not work properly. I wish a refund of both the cost of the watch and of the months of data charges for when we are unable to use the watch. So far we are looking at one month.

Business

Response:

We are very sorry that this customer is unhappy with our product and our service.As part of the troubleshooting steps we follow in order to determine if a warranty claim is valid, we sometimes require customers to provide us with pictures of the faulty device, so that along with the customer description of the issue, our support team has enough evidence to lock down the problem and make a final decision on the warranty claim. In some cases, a physical warranty evaluation at our service center may be required.Please find a recap of this customer's case below:- On her call from October ** 2015, this customer described her issue mentioning that the glass was broken because the device keeps falling off her son because it does not fit, and that her son did not drop it this most recent time when the screen cracked, which is consistent with the customer's acknowledgement on this complaint that her son hit the device on his bike.- When our support agent proceeded to ask probing questions on the issue and eventually for pictures of her device, the customer threaten him by stating that she was going to use social media to discredit Filip Technologies.- At 11:44 AM, the customer e-mail us the pictures requested, asking for an immediate resolution.- At 12:35 PM, our support team replied back to her with the decision that, based on her description of the issue and the pictures she provided us with, we were not able to replace her device as per our warranty policy.- At 2:** PM, the customer called us back as she was not satisfied with the resolution of her warranty claim, and stated we were selling a bad product and that she was reporting us to the Revdex.com.- Later that afternoon, one of our supervisors contacted the customer and explained her why due to physical damage to the screen, her device was not covered under warranty. The supervisor notes on his report that the customer was upset but understanding of the problem.Looking at the history of this customer's contacts with our support team, we can see two previous instances of accidental damage on the various devices she has owned: her son broke the screen of a previous device on June ** 2014 when he fell off his bike, and then broke the screen of another device on March 12 205 when he tipped his bike. On both instances, she was informed that physical damage is not covered under our warranty. Based on this, we can infer that, when the customer called us on October ** 2015, she was aware that physical damage on the device is not covered under our warranty policy.We have acted in accordance with our procedures to determine if a warranty claim is valid, and have communicated this process and our decision clearly to this customer, via multiple e-mails and phone calls, and in at least two previous instances throughout her business history with us, therefore we cannot grant her request for a full refund for the device and its service.Our only recourse at this point, if the customer accepts, would be to have our service center to perform a physical warranty evaluation of the device to further support our initial decision.Sincerely,Filip Technologies

Review: Very FRAGILE, can not survive 1/2 day at school! We purchased 2 FiLIP watches yesterday. During a 3 hour school day, the FiLIP slipped off my son's arm and fell on the floor once, but the screen was cracked beyond recognition. We called the FiLIP customer service and was informed that there is no warranty on the device. Quickly was offered to purchase a screen replacement for $45+tax. Such a fragile product and quick offer to sell screen replacement lead me to believe that this is a known defective issue on the product.

This morning right after we put our child into the school bus, we tried the locate option from the FiLIP app. It indicated our child was on another island instead of in front of us. The product does not work as expected.Desired Settlement: The concept is good, but poorly executed product. We need a replacement or refund of the full purchased price of the product and service.

Business

Response:

[redacted] called in and explained that the very first day his son was using his FiLIP he had dropped it on the glass and it cracked. He attempted to return the device to AT&T but they would not accept it because of the damage. Our agent explained to the customer that he can purchase a glass replacement from our website for $45. [redacted] was not satisfied with this answer and stated that he did not want to spend any more money. He 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 back. He empathized with the customer and said that he could offer a glass replacement for a reduced price. The 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 10 minutes later, [redacted]'s wife called and stated that she believed the offer to be reasonable. Our supervisor assisted the customer with placing the sales order at the agreed reduced price.

Accordingly, we believe the issue has been resolved.

Review: I purchased the Filip device at the local [redacted] store in [redacted], **, and was completely satisfied with the experience for all of 15 days. On day 15, the device suddenly stopped working. The screen was showing just the word, "HI" and it would not respond to being reset or even turn off. I returned to the store that I purchased it from and was told they would only exchange it during the first 14 days, so I was ONE DAY over the return policy. This is unfortunate because it took 3 different calls (each of which went through the same process of trying to reset the phone, etc.) to even get to the Filip help department. I spoke with the Filip help department during the last week of June, and after having to email photos of the device to prove that we hadn't damaged it somehow, and being required to give my credit card in case they didn't get the broken device returned to them, I was told I would be getting a new device (this is FIVE FULL DAYS after the device has stopped working, that is how long it took to get an exchange approved). There was no time limit given at this point, but the person said "shortly" which to me means a couple of weeks at most. I called exactly two weeks later and was told 4-6 weeks (at the earliest), which is ridiculous. I had only had the device for 15 days when it became completely unusable! What kind of cheap product are they making that it quits after only two weeks? It wasn't even daily use either, we had only utilized it 3 times during that two weeks as I only needed it to monitor my son and keep him safe during his summer activities.

That being said, I have received nothing if not rude, and lousy service from Filip in regards to trying to expedite this process. What is the point of buying a device to protect your child, if you cannot even get the device within a reasonable time frame? When I first asked about expediting this because A. it was no fault of mine that it stopped working, and B. because I only had it 15 days, I was told that they would upgrade it to "urgent". I thought that would help, but all that meant was a very short form email (not even from a person) that stated your device will arrive in 4-6 weeks. No reason, no rationale, just repeating the same line. Now, more than 4 weeks later, I again called Filip to see about whether or not I am even going to be sent a device, and am again told 4-6 weeks. I asked for a supervisor and am told they will need to call me back, which they did. Unfortunately, the supervisor sounded like he was maybe all of 18 years old, and said himself that he "hadn't been working there very long". He was absolutely no more help than the representative and offered to once again upgrade it to "urgent". I expect my FORM EMAIL to be arriving anytime stating the same repulsive line of 4-6 weeks. He also had no more answers as to why it takes this long, saying only that he doesn't know anything about the manufacturing side, that they are another department. Shouldn't customer service be able to answer customer questions?

Ultimately, my question is why it takes 4-6 weeks to replace a device that was faulty? Could they not just instruct the store to provide me a new one and work out the exchange with them? What is the point of a device if you cannot even use it? And, for a company that preaches about protecting your family, they are the most uncaring customer service reps, and company I have ever encountered.Desired Settlement: I want my device... not in 4-6 weeks, I want it now. I should not have had to wait over a month to get a device that was faulty after only 15 days. Or I want a refund so I can go and buy a product that doesn't just "talk about" how great they are. If you cannot provide the service you are advertising, then I will find a company that can.

Business

Response:

We are very sorry that this customer's FiLIP stopped working properly, and so soon after their purchase date. We attempted to rectify this issue by offering a replacement device under our warranty policy. We understand that this customer is frustrated by our warranty replacement timeline; however we feel that we have handled this case appropriately and in accordance with our warranty policy (as published on our website). Since receiving this complaint, we have actively tried to resolve this case directly with the customer, however she has been unresponsive to us.Please find a recap of this customer's case below:-On July *, 2015 we approved the warranty replacement for this customer's FiLIP. -On July **, 2015 we followed up with an e-mail to update her on the status of her replacement device; informing her that it would be delivered within the 4-6 weeks warranty timeline.-On July **, 2015 we received this complaint from the customer (via Revdex.com). We decided to offer the customer a full refund as an alternative to waiting for a replacement device. The customer was contacted by email and by phone with our refund offer. The customer did not respond to us. -On August *, 2015, still having not heard back from the customer in regard to the refund offer, we shipped the replacement device to the customer. This was well within our 4-6 week standard timeline for replacement devices.-On August * and *, 2015 we left a voicemail message for the customer to inform her that we were unable to perform a device swap (switching her [redacted] account from her damaged FiLIP to her replacement FiLIP) because her [redacted] subscription had been suspended. We believe that she disconnected/cancelled her [redacted] account. The customer did not respond to us.-On August **, 2015 we sent her an email reminding her to return her damaged FiLIP to us, using the pre-paid label that we provided to her. The customer did not respond to us.This customer has not contacted us or replied back to our e-mails and voicemail messages since we offered her a refund on July **, 2015.She has received her replacement device in accordance with our warranty policy. If the customer chooses to re-active her [redacted] account for her FiLIP, then we will also offer to cover the cost for one month's data/voice plan for her FiLIP.Sincerely,Filip Technologies