Filip Technologies, Inc.

Review: on jan [redacted] 2015 I purchased a filip g2 watch from the company. I have service with it through [redacted] on may [redacted] 2015 it quit working properly so I complained and was told it was still under warranty and would be replaced no problem . I had to send them an email with photos and I got a response on may [redacted] saying I had to give the a credit card number just in case I dont return the defective product in 14 days of receiving the new product . well I called back today april [redacted] 2015 because I still do not have the replacement. I was told they will ship me one when they come in which should be soon maybe a few weeks. I was told soon and maybe a few weeks a month ago. I paid 149.99 for the watch . I asked to speak with someone higher up and was told no one knew anymore information. how long am I to accept the answer it will be shipped soon. I asked about just getting my money back so I can just get something from another company and was told they do not have a return policy. how long am expected to just wait . there is no notes on the site or anything about waiting to buy the product.Desired Settlement: I am so sick of this company I just want my money back. I can understand shipping delays but this is ridiculous it has been a month and not only has it not even shipped yet the company said they don't know when they are getting more to be able to send one. all the information they have is soon which is what I was told a month ago.

Business

Response:

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

Review: The company will not respond to complaints, we are paying for a monthly service fee but they don't send out replacement devices for over a month. during this time all customers still pay for a service we can't use. this is not a one off case.

there response is..

Filip Technologies Tony - We completely understand your 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. We will of course try to ship your devices to you sooner if our factory is able to get them to us quicker than planned.Desired Settlement: A replacement should be sent, and at the very least some kind of compensation for the service fees paid during the time the item hasn't worked

Business

Response:

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 **, 2015. On August *, 2015 his replacement device shipped via [redacted] (scheduled delivery on August **, 2015 per tracking #[redacted]). This replacement timeline is consistent with our warranty policy which states "Replacement devices usually ship 4-6 weeks after the Warranty claim is completed and approved." As a gesture of good will, on July [redacted] 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

Review: We were contacted by email regarding an upgrade for the faulty design on our original Filip wristband and informed that a follow up email would give instructions on getting the upgrade. On * April, I contacted them about the status and was essentially told we were out of luck because we didn't respond to the email that we never actually received. I elevated the issue and was promised a replacement for our Filip. To date they have not responded further or followed through on the promised resolution.Desired Settlement: Fulfill the promised resolution made on or about *-* April.

Business

Response:

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]on behalf of the FiLIP Team

Review: It's a fantastic idea for kids too young to have a cell phone and gives parents peace of mind that their children are where they should be and can communicate if needed. Unfortunately, the device is flawed beyond belief!! Our first problem was that we were getting erroneous location readings. My son was home with me while my wife was at work. My wife texted me asking what our son was doing 8 miles away from home. I assured her that he was sitting right next to me (wearing his FiLIP). I contacted FiLIP support via email and explained the location issue. They took the time to collect some information from the device and run some remote tests to improve location accuracy. This seemed to work.

Then the BIG problem arose. The device started dying after only a few hours of coming off the charger. It would charge overnight, and it would be dead on our son's wrist by 10:00AM!!!! I contacted FiLIP support again (8/**/15) and Judy offered to look at some settings if I would turn the device on. I explained that the battery was fully drained and was told to call back once it was charged. Meanwhile, I went to the local [redacted] store where we purchased the device and complained and asked about getting an exchange. They were sympathetic but could do nothing there. Instead they gave me the direct number to their customer support unit that deals with exchanges and suggested that I call them about getting a new device and returning the apparently defective one. I called and was told that wearable devices are not part of [redacted]'s exchange program, only phones and tablets are exchanged for refurbished units. This left only FiLIP Support as the avenue for resolution.

On 8/**/15, I spoke with Brian at FiLIP Support who ran through some technical adjustments in the settings in an attempt to extend the battery life. Unfortunately, these had absolutely NO affect on the performance and the battery was dead by 9:30AM the following morning after charging overnight.

On 8/**/15, I contacted FiLIP Support for the final time. I explained who I had spoken with and when, and that all instructions had been followed and the device was still useless by mid-morning. I asked for a replacement unit to be shipped to me and I would return the obviously defective device. I was told: "[redacted]." NOTHING WRONG WITH IT?!?!? Are you kidding me?!?!? It's completely useless by 10AM!!!!!!!! I then asked for a refund and was again denied, as they continued to claim that there was nothing wrong. Finally, I explained that I am being left with no option but to discourage anyone from buying this FATALLY FLAWED piece of junk, to which I was told: "[redacted]." I was shocked by the lack of customer service given the documented issues. It seems that they're content to pump out a defective product and take in fistfuls of cash. SHAME ON THEM!!!!Desired Settlement: While I would appreciate a refund of the purchase price ($99.99), I would be satisfied if the company would own up to and FIX the technical issues (particularly the poor battery life) so that future customers are not ripped off and inconvenienced.

Business

Response:

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

Review: I purchased this child's gps locator phone/watch for the safety of my Grandchild age 6 when he is away from home. I researched the product and the website stated and I quote "FiLIP is designed to fit a childs lifestyle. It uses Gorilla Glass, is completely sealed and is water resistant to IP63 standard. However, FiLIP should not be taken swimming or submerged in water for any length of time." How ever after owning it for 47 days it was splashed by water during a relay at school and stopped working. The first person I spoke with on 4/*/2015 at the company stated that they have found if the watch is splashed by water at the right angle, when the child is washing their hands or such it can cause water damage but their warrantee doesn't cover that. She asked me to send pictures, and as I took the picture I noticed there is a visible opening at the top of the "completely sealed" watch that could allow water to penetrate the inside it hit just right. The direct quote from their website states it is completely sealed, which is not! Also it says not to swim or submerge for any length of time which we never did. This is a defect in their product and they should be responsible to cover it or notify the consumer that this watch that you snap on your child 4-11 year old, so they don't lose it should be removed when they are washing their hands, out in the rain or near water of any kind or you will be out the $150.00 plus tax you paid for it. No where in the user information did it state that the watch should be removed for hand washing or if near water where it might get splashed. Also reading the warrantee, I did not see where it didn't cover water damage so it must be in very small print.Desired Settlement: At this point I would want a refund! This is not a child user friendly product for a 6 year old at this point in time. I quote "FiLIP is designed for children between the ages of 4-11." If the watch can be damaged by being splashed with water it is not child friendly and I would not have purchased it. With this clarification it has to be removed every time I have my child wash his hands. I would not bother with a product like this as it would be broken or lost in no time.

Business

Response:

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,[redacted]Filip Technologies, Inc.

Consumer

Response:

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:

I was called and promised a refund for the watch/phone but have not received it yet. I 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 misleading. I 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,

Business

Response:

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