Pebble Tech, Corp.

Complaint: [redacted] I am rejecting this response because: Just to recap: After the watch was not working right, I asked them to refund the money, and take the watch backInstead, they put me through a series of ridiculous, repetitive hoops, designed, I'm convinced, to make people give up their claims After the Revdex.com contacted them on my behalf (Thank you, [redacted] !), Pebble e-mailed me saying that they would send me a watch in exchangeI wrote back, saying that while I appreciated the gesture, I had no faith in their product, and still desired a refundNow today, I find that they have already shipped the replacement watchI got an e-mail that said that I'm outside the time frame for refunds -(Well, yeah, the worst of the watch-not-charging problems didn't show up for several months after purchase, although it showed some of the trouble right away -- and they knew this; I had told them that!) I am still extremely unsatisfied with this companyIn fact, even more so Sincerely, [redacted] ***

I am reluctant to accept the response from this companyI requested a refund, right from the startI spent months jumping through hoops designed to make customers give up their claims (such as taking numerous pictures and videos of the Pebble watch, and sending the serial numbers and other information; all of which were requested of me more than once.) At last, I contacted the Revdex.comThat got some life out of Pebble, anyway: they responded, and sent me a replacement watch, which I did not requestI informed them, again, that I do not want their Pebble watch, but a refund, and now, they have shifted the responsibility to Amazon; and say I must contact them if a refund is what I want.This is not a responsible way to do businessTheir capricious return policy sounds as if they make it up as they go alongPebble should have made it right promptly, and should not now be shifting it to AmazonAmazon's return period has now closed, a fact that I'm sure Pebble must be aware ofAs a matter of fact, because the watch stopped charging gradually, after I received it for Christmas, the return period was closed before I started the return process, in AprilThe manufacturers of the faulty watch were the top of the chain, and my only recourse, for getting satisfaction for this bad productThe has really ceased to be the issue; I want Pebble to take responsibility, send me the refund, and stop shoving me around.I will gladly send back this replacement watch they've sent me, - I'm not asking for a "double refund." But I do want this company to take responsibility for the months of trouble they've given meI think they ought to wag their tail and roll over..Thank you again, very much.Sincerely,** ***Sincerely,*** ***

To ensure we can thoroughly diagnose the issue the customer is having, we require a video of the issue The issue in photographic form looks like the watch has been turned off; the video allows us to see that, when buttons are pressed, the condition does not change We require this of
all customers as a standard process

Thanks for your response
We take our customers' time and experience very seriously, but cannot guarantee a speedy resolution every time Feedback is an important part of or growth and progress, and we use it to guide our policies and development of our agents We're unable to provide any compensation in this situation, but appreciate the input and assure you it hasn't fallen on deaf ears

Hello ***,
Thank you for the responseSince the purchase was made through Amazon, you would need to contact Amazon for a refund.
The site/location of the purchase would need to be the one to provide a refundWe apologize that a replacement was not what you had hoped for

The case in question was responded to two days after it was sent in (on 6/21/**), and the customer returned the order, which we then refunded

We've corresponded with the customer as indicated and attempted to help troubleshoot the issue However, we were unable to duplicate the issue on our end, nor could our engineers find anything we were able to fix

Complaint: ***I am rejecting this response because: I could have been
informed by the business that the problem could not be replicated instead of making me explain the issue to different people (there were no notes made on the case so the second person that I spoke to did not even know what was previously suggested)I would like to know if the business considers it that a customer has to lose so much time with trying to explain the same issue and in the end to not even receive a response, out of respect and appreciation for me for trying to bring business, with the findingsThe timing was especially bad as the watch was supposed to be a Christmas presentI really think that other people could think twice before purchasing from a business that does not care about its customers.Sincerely,*** ***

Although we haven't confirmed this report, we take all inquiries of this nature very seriouslyWe've passed this request along to the contact who originally reached out for follow up

Complaint: ***I am rejecting this response because:
As far as I'm concerned, a service I paid for was not fulfilledAdditionally the time to respond was unacceptably long, especially since the reason (stock unavailable), was contradicted by the same product being available to retailers at the timeIt is clear that since the company had my money already, Pebble no longer cared about solving my issues in a timely mannerUnfortunate, for a company that exists thanks to crowd funding
Sincerely,*** ***

Thank you for the response
We'll be happy to proceed further if you're able to upload a video demonstrating the condition of the watch We ask this of all customers in an effort to accurately administer warranty replacements Please respond with the video via the same email, or on the same thread, and we'll be happy to continue consideration of the warranty claim

Complaint: ***I am rejecting this response because:they refuse to take responsibility for their flawed productI will not make a video because I have satisfactory showed and explained how the watch is defectiveI will go to social media and tell people not to buy Pebble's defective products.Sincerely,*** ***

Thanks for your inquiry.
We've reviewed the case in question and determined the photographs and video to be satisfactory.  We appreciate your patience in following our warranty guidelines, and apologize for the hiccup in processing.  The agent in question will be coached and will reach...

out to you soon regarding a replacement unit.

Thank you for your response.
As expedited shipping is an add-on, and no postage was required for the replacement unit, the shipping fee is non-refundable. Sorry for any confusion.

Complaint: [redacted]I apologize but I do not understand the latest reply... You are talking about the impossibility to guarantee a fast response (which is completely understandable to a certain extent) but my complaint is on the fact that I got no response - anyone (private person or business) would consider this a perfect example of bad customer service and I would even consider it as a lack of respect for the customer.
Sincerely,[redacted]

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. Sincerely, [redacted]

After engaging in standard troubleshooting, we determined a replacement was appropriate.  A replacement was issued on 10/26, and will be sent the the customer on 10/27.

A band was mailed to the customer on January 6th, 2016 under tracking number [redacted].  Shipment is confirmed to have arrived at destination.

Complaint: [redacted]I am rejecting this response because:The watch was turned on. It was not turned off. The watch face simply goes blank. Turning it on and off does not solve the problem.  That is what has happened. Either replace the watch or I will pursue further action.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Just to recap: After the watch was not working right, I asked them to refund the money, and take the watch back. Instead, they put me through a series of ridiculous, repetitive hoops, designed, I'm convinced, to make people give up their claims.
 
After the Revdex.com contacted them on my behalf (Thank you, [redacted]!), Pebble e-mailed me saying that they would send me a watch in exchange. I wrote back, saying that while I appreciated the gesture, I had no faith in their product, and still desired a refund. Now today, I find that they have already shipped the replacement watch. I got an e-mail that said that I'm outside the time frame for refunds -(Well, yeah, the worst of the watch-not-charging problems didn't show up for several months after purchase, although it showed some of the trouble right away -- and they knew this; I had told them that!)
 
I am still extremely unsatisfied with this company. In fact, even more so.
Sincerely,[redacted]