Initial Business Response /* (1000, 5, 2015/04/21) */
Hi ***
We're sorry about the issue you had with your smartpensWe've recently rolled out a new smartpen replacement program for Pulse and Echo owners who have smartpens that are no longer covered under our warrantyPlease see this KB
article for details on this discount replacement program:
***
Thank you
*** ***
Livescribe Customer Support
Initial Business Response /* (1000, 7, 2015/06/17) */
Hi ***Based on the ticket #XXXXXX-XXXXXX that you provided, you have already purchased a replacement refurbished Echo pen that FedEx shows will be arriving tomorrow based on tracking #XXXXXXXXXXXX
Thanks
Initial Business Response /* (1000, 7, 2015/11/18) */
If she falls within the warranty period, we would be happy to send her a replacement unit. Please have her email me directly at [redacted]@livescribe.com.
Initial Business Response /* (1000, 5, 2015/05/01) */
Hi [redacted]. Looking at the most recent update on one of the tickets you opened, on the 28th of April the agent offered you the option to replace the 8GB pen with another of the same memory size for $49.95. This is a program that we just recently...
implemented in April and hopefully is in line with what you were looking for in a replacement program. Here are some additional details - [redacted]
Thanks [redacted].
[redacted]
Livescribe Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I was never informed by email that this offer was extended the first time, I did receive the "last chance" message saying it was available on the 6th of April. It is disappointing that it had to come to filing a complaint against what used to be a reputable company and product for them to resolve an issue which clearly is a design flaw in their product affecting so many people.
Initial Business Response /* (1000, 5, 2015/04/21) */
Hi ***
We're sorry about the issue you had with your smartpensWe've recently rolled out a new smartpen replacement program for Pulse and Echo owners who have smartpens that are no longer covered under our warrantyPlease see this KB
article for details on this discount replacement program:
***
Thank you
*** ***
Livescribe Customer Support
Initial Business Response /* (1000, 7, 2015/06/17) */
Hi ***Based on the ticket #XXXXXX-XXXXXX that you provided, you have already purchased a replacement refurbished Echo pen that FedEx shows will be arriving tomorrow based on tracking #XXXXXXXXXXXX
Thanks
Initial Business Response /* (1000, 7, 2015/11/18) */
If she falls within the warranty period, we would be happy to send her a replacement unit. Please have her email me directly at [redacted]@livescribe.com.
Initial Business Response /* (1000, 5, 2015/05/01) */
Hi [redacted]. Looking at the most recent update on one of the tickets you opened, on the 28th of April the agent offered you the option to replace the 8GB pen with another of the same memory size for $49.95. This is a program that we just recently...
implemented in April and hopefully is in line with what you were looking for in a replacement program. Here are some additional details - [redacted]
Thanks [redacted].
[redacted]
Livescribe Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I was never informed by email that this offer was extended the first time, I did receive the "last chance" message saying it was available on the 6th of April. It is disappointing that it had to come to filing a complaint against what used to be a reputable company and product for them to resolve an issue which clearly is a design flaw in their product affecting so many people.