Hi [redacted],You will be added to a list to receive a new charger at no cost. We have been replying within 72 hours. Please understand that we have been off from holidays and are just know getting caught up. Repair issues normally take up to ten days to resolve. Thank you for...
Hi [redacted], We are very sorry to hear about the difficulty you have experienced throughout working with us. We have received confirmation that your order is being held by US customs, which is why you never received it on time. Please accept our sincere apology about these...
unfortunate circumstances. It has never been our intention to disappoint any of our valued customers. We will be providing you a full refund. Thank you for your patience and understanding.
Thank you for reaching out to us. We followed up on the communications that you have had with our support team and found that your questions have been answered. We apologize for the delayed response. Please let us know if you have any more questions. Thank you for your...
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Hi [redacted], Thank you for your response. While I appreciate your offer to put me in line to receive a new charger at no cost, if you read the emails I have sent you, you will see that in addition to the broken charging cable, the device itself is broken. There was a metal piece or collar around the port for the charging cable which has separated from the device. Your product is advertised as superior to other similar products because it comes with a one-year warranty. In fact, I purchased this item from you directly in order to obtain that one year warranty. It is clear to me that the device which broke within the first week of use was defective in its manufacture. I would like the company to send me a new (not refurbished) unit. I will then immediately return the device I currently have. My son loves your product and is terribly upset and disappointed that he cannot use it. Please let me know if the suggested resolution can be accomplished quickly.As always, thanks advance for your time.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: I purchased this very expensive item from an authorized retailer in good faith that Monorover would only authorize a reputable retailer that honors the Monorover product warranty. Monorover’s product warranty doesn’t exist if they are not willing to support their product for a product defect and their recommended retailers will also not provide the warranty support. This is false advertising and deceptive business practice. The honorable response is for Monorover to stand behind their product and support the one year warranty that they advertise.
Regards,
[redacted]
In response to complaint [redacted]:As clearly stated in our [redacted] of [redacted], which was provided to the customer in detail upon purchase, ALL warranty claims for units purchased outside of [redacted] must be handled through the retailer by which the consumer purchased through. Please...
review our [redacted] of [redacted], specifically noted under "Warranty Limitations" which therin states,"Units that have been purchased from one of our online Authorized Retailers must contact that retailer for all warranty claims."http://[redacted]-of-[redacted]In order for the customer to resolve this issues, they must continue to try and contact the authorized retailer through which they purchased.
Hi Mr. [redacted], Thank you for reaching out to us. Please review our terms of service page here: [redacted]. We will allow an exception for this unit to be returned. There will be a 20% restocking fee and you will need to repay return shipping,...
which is stated in our terms of service. Thank you for your patience and understanding.
Hi [redacted],We apologize for not replying to your request in a more timely manner. Your case will now be handled by our most trusted claims advisor. They will respond to you by the end of the day. We will have you Roving as soon as possible! Thank you for your understanding and...
please let us know if there is anything else we can do.
Please accept our sincere apology. We do not pay return shipping on units which are being returned. Please review our terms of service policy located here [redacted]. Our policy states that there is a 10% restocking fee as well. We will not be charging the restocking fee. Once again we are very sorry for all the problems surrounding your order. Thank you for your patience and understanding.
Hi [redacted], We were unable to find an order linked to the Paypal payment ID or the name that you provided. Please provide us with an order number (it should start with 10000). We will then be able to fix the refund that should have been posted to your account. A portion of...
orders shipped in early December are currently stuck in customs. Our logistics team is working very hard to get this fixed. Please reply as soon as possible with an order number for us to resolve this.Thank you for your understanding,Team Monorover
Hi [redacted],You will be added to a list to receive a new charger at no cost. We have been replying within 72 hours. Please understand that we have been off from holidays and are just know getting caught up. Repair issues normally take up to ten days to resolve. Thank you for...
your patience and understanding.
Hi [redacted], We are very sorry to hear about the difficulty you have experienced throughout working with us. We have received confirmation that your order is being held by US customs, which is why you never received it on time. Please accept our sincere apology about these...
unfortunate circumstances. It has never been our intention to disappoint any of our valued customers. We will be providing you a full refund. Thank you for your patience and understanding.
Thank you for reaching out to us. We followed up on the communications that you have had with our support team and found that your questions have been answered. We apologize for the delayed response. Please let us know if you have any more questions. Thank you for your...
patience and understanding.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Hi [redacted], Thank you for your response. While I appreciate your offer to put me in line to receive a new charger at no cost, if you read the emails I have sent you, you will see that in addition to the broken charging cable, the device itself is broken. There was a metal piece or collar around the port for the charging cable which has separated from the device. Your product is advertised as superior to other similar products because it comes with a one-year warranty. In fact, I purchased this item from you directly in order to obtain that one year warranty. It is clear to me that the device which broke within the first week of use was defective in its manufacture. I would like the company to send me a new (not refurbished) unit. I will then immediately return the device I currently have. My son loves your product and is terribly upset and disappointed that he cannot use it. Please let me know if the suggested resolution can be accomplished quickly.As always, thanks advance for your time.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: I purchased this very expensive item from an authorized retailer in good faith that Monorover would only authorize a reputable retailer that honors the Monorover product warranty. Monorover’s product warranty doesn’t exist if they are not willing to support their product for a product defect and their recommended retailers will also not provide the warranty support. This is false advertising and deceptive business practice. The honorable response is for Monorover to stand behind their product and support the one year warranty that they advertise.
Regards,
[redacted]
In response to complaint [redacted]:As clearly stated in our [redacted] of [redacted], which was provided to the customer in detail upon purchase, ALL warranty claims for units purchased outside of [redacted] must be handled through the retailer by which the consumer purchased through. Please...
review our [redacted] of [redacted], specifically noted under "Warranty Limitations" which therin states,"Units that have been purchased from one of our online Authorized Retailers must contact that retailer for all warranty claims."http://[redacted]-of-[redacted]In order for the customer to resolve this issues, they must continue to try and contact the authorized retailer through which they purchased.
Hi Mr. [redacted], Thank you for reaching out to us. Please review our terms of service page here: [redacted]. We will allow an exception for this unit to be returned. There will be a 20% restocking fee and you will need to repay return shipping,...
which is stated in our terms of service. Thank you for your patience and understanding.
Hi [redacted],We apologize for not replying to your request in a more timely manner. Your case will now be handled by our most trusted claims advisor. They will respond to you by the end of the day. We will have you Roving as soon as possible! Thank you for your understanding and...
please let us know if there is anything else we can do.
Hi [redacted],...
Please accept our sincere apology. We do not pay return shipping on units which are being returned. Please review our terms of service policy located here [redacted]. Our policy states that there is a 10% restocking fee as well. We will not be charging the restocking fee. Once again we are very sorry for all the problems surrounding your order. Thank you for your patience and understanding.
Hi [redacted], We were unable to find an order linked to the Paypal payment ID or the name that you provided. Please provide us with an order number (it should start with 10000). We will then be able to fix the refund that should have been posted to your account. A portion of...
orders shipped in early December are currently stuck in customs. Our logistics team is working very hard to get this fixed. Please reply as soon as possible with an order number for us to resolve this.Thank you for your understanding,Team Monorover