LearnPad Inc.

We received a formal complaint from the Revdex.com (Complaint ID: [redacted]) triggered by the [redacted]) Client) regarding our remediation process, and how long it's...

taking. Key Information / milestone dates: CLIENT: [redacted] Customer) TOTAL # OF DEVICES: 108 [redacted] TIER (priority of remediation): Tier 2 Feb. 23- LearnPad Customer Support contacted a representative from the school requesting whether they would like to remediate their own devices or receive certified refurbished devices. Feb. 24- Learn Pad received an answer back requesting a special process - 1)    Refurbished stock will initially be sent to the school. 2)    They will send their current devices (108 total) for remediation. 3)    School devices will be remediated and returned to school. 4)    School will send remediated devices back - Client to send (at their cost) previously sent refurbished stock). At this time, LearnPad Customer Support informed the customer that no estimated date could provide for remediation, but that they would be informed as soon as an update was available. Apr. 3 Customer Support emailed the school to inform them their initial devices (108) are to be shipped by end of next week. [redacted]) and not LearnPad set the original priority for which of their customers would receive remediated devices first. Originally there were Tiers 1-3, but an additional Tier 1.5 was later inserted. The result of [redacted] adding new customers at the higher priority levels was this customer and other [redacted] customers at Tiers 2 and below had further delays in receiving their devices. [redacted] also promised LearnPad the return of inventory to help expedite the remediation process. [redacted] failed to provide this stock in a timely manner further delaying LeamPad's ability to furnish devices to customers. We always intend to do right by our customers and mitigate any problems, including the ones caused by the factory. Given the unusual nature of this problem, it was difficult to adequately predict the amount of time the remediation process would take. We do apologize for the delay, but are happy to note the school will receive their devices shortly.