Pebblebee

Apologies if there was any misunderstanding regarding the assembly issue you've encounteredThe issue was identified after shipping the initial batch to our crowdfunding supporters and affected only a handful of devices, not the entire batchWe've offered replacements for any affected devices, and have changed the assembly process to ensure no new devices are affectedThat said, because of the unique situation and the rare scenario in which you have had multiple devices fall apart, we are happy to make an exception and offer a refund upon receipt of the devicesPlease reach out to our support team ([email protected]) for return directions

Apologies if there was any misunderstanding regarding the assembly issue you've encountered. The issue was identified after shipping the initial batch to our crowdfunding supporters and affected only a handful of devices, not the entire batch. We've offered replacements for any affected devices, and have changed the assembly process to ensure no new devices are affected. That said, because of the unique situation and the rare scenario in which you have had multiple devices fall apart, we are happy to make an exception and offer a refund upon receipt of the devices. Please reach out to our support team ([email protected]) for return directions.

Complaint: [redacted]
I am rejecting this response because:First of all, you had a batch of unproperly assembled product that caused failure, those were shipped to your customers who backed your campaign, knowing you had a product failure, without making an announcement or re-call, it's only a responsible thing to do to let your customers know and exchanged them at the earliest convenience to avoid worst situation. I had to contact the support twice for the only 2 units I've bought from you. you admitted it was a product that was wrongfully assembled and my 2 units were replaced. for any company at their right mind they should know that you list your warranty for a year, after shipping out faulty product without making an announcement or recall and only wait for the customers to contact you to find out the truth, having what you claimed as " properly assembled " unit replaced within a month and one of them also broke at the exact same spot, you wouldn't honor your 1 year warranty anymore and started to giving me a hard time, I doubt all your product are properly assembled, if my newly replaced unit unfortunately breaks again within a year, I doubt you will honor your warranty as indicated by your site for a year. I much rather ship both of my unit back and get a full refund, a company like this. as a customer, I have no trust in it. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: to my knowledge and looking at the shell, it's still breaking at the exact placement as before, as indicated by your team, the product wasn't assembled correctly, and I suspect the first unit that was sent to me still has the same issue hence the breaking point is exact the same point, I was satisfied through to your first initial response, but knowing that you had a faulty product that's why they were getting replaced, it sounds very reasonable to me. on top of that, your warranty states for an year, it's only less than a month of your replacement breaking at the same hinge and you no longer honors your within a year replacement. this is what I am not happy about.
Sincerely,
[redacted]

We were sorry to see this customer’s recent dissatisfaction after receiving previously positive feedback about the Finder. The customer first received his crowdfunding campaign reward in November 2016. We have since replaced his product twice, covering the expenses to go above and beyond to keep his...

experience positive. We have received numerous positive responses from the customer like this one on Jan 15th after replacing his device: "Thanks, I appreciate the great customer service and the fast turn around time, I didn't actually expected to get a replacement since all there is left is the gunmetal shell. I just want to say thank you for the great customer service and will be recommended to all my friends. thanks again" We then replaced the second device and this was his positive response on Mar 10th 2017: "Yes, you are absolutely right, they were from the crowd campaign, it's such a good news, I love the finder, now knowing they are much stronger, this put an ease on my mind, thank you so much for the confirmation! can't wait for the stronger model to come!" Then on April 4th, the customer requested a third replacement for a damaged product from use and not under warranty.  We explained that when backing a crowdfunding campaign backers are first supporting the development, and helping us improve our services and products.  We have done so and replaced his products twice. We thanked him on numerous accounts for his support and said that while we do everything in our power to make sure backers are happy with their reward, we hope backers understand the limitations on how many times we can continue replacing a product not covered by warranty. Again, we’re very sorry he is disappointed with the numerous product replacements.