Polar Electro Inc.

I have owned Polar products for over 20 years. The specific product I am having issues with I have owned for over 4 years. The A300 has been great but lately the battery depletes in about couple hours. I contacted Polar USA and was told to have a battery replaced would be $35 dollars plus $7.50 return shipping. I felt that was reasonable and sent my watch into their New York repair facility. I was given a repair ID of B95HYJ8153. I was then sent a request to authorize approximately $96 dollars to cover the replacement cost of the watch. I have called twice and emailed 4 times and I cannot get an answer why my watch no doesn't work. I believe the watch was damaged when service tried to open it to replace the battery. I just am not getting anywhere with their customer service.

We have been in contact with the customer and resolved the matter

Revdex.com:
I have been contacted by the company in reference to complaint ID ***, and am waiting for them to fulfill their agreement to replace product
Sincerely,
*** ***

Customer issue has been resolved. Return label was sent via email

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been
resolved
Sincerely,
*** ***

We have contacted the customer and resolved the issue. Product has been replaced

We have tried contacting the customer by phone as well as email to further discuss.  A voice mail message was left on 8/* and a follow up email was sent as well.  We are waiting to here back.

Issue has been resolved.  [redacted] was contacted by a [redacted] and the product has since been returned to us.  The return was processed on July [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, as the business is...

sending me a new product to replace my old one. They have also added in that they will repair another device that I have, when I send back the one that no longer works (once the mail system delivers it back to me).  The manager went above and beyond to apologize for my experience, and it may help improve the customer experience.  Very happy with the outcome, as I now see it isn't anything lacking in the company policy, it just may have been a couple of people in the customer service area that put a sad face on my initial experience.
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 and the matter has been...

resolved.
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, as the business is sending me a new product...

to replace my old one. They have also added in that they will repair another device that I have, when I send back the one that no longer works (once the mail system delivers it back to me).  The manager went above and beyond to apologize for my experience, and it may help improve the customer experience.  Very happy with the outcome, as I now see it isn't anything lacking in the company policy, it just may have been a couple of people in the customer service area that put a sad face on my initial experience.
Sincerely,
[redacted]

Please close this case as it has been resolved. [redacted]s product was received for warranty service and shipped back in late February. Unfortunately it was lost in transit. The product was subsequently replaced.
If you have further questions please feel free to contact me....


Regards,
[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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
At this time, I have not been contacted by Polar Electro Inc. regarding complaint ID [redacted].
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 and the matter has been resolved.
Sincerely,
[redacted]

We have reached out to the customer and resolved the issue.

We have contacted the customer by phone and have replaced the product.

Review: I purchased a Polar USA H7 Bluetooth enabled heart rate monitor to accompany a Polar flow activity tracker I received from Christmas as a gift. The heart rate monitor was purchased on December [redacted] from [redacted]. I start wearing it within a week of receiving and it worked fine until middle of January. All of sudden it stopped working. I have followed all troubleshooting instructions recommended by Polar (de-charge, storage the strap separately from the sensor, change battery) but nothing has caused it to start working again. During the week of March *, I called Polar 3 times but constantly going an IVR system where no one would answer the phone or the office was closed. I sent an email during the same week and received an auto response stating that Polar USA contact volumes are high at this time and someone would get back to me in 48 hours. As of today, I still have not received a response to my written request for replacementDesired Settlement: I would like a replacement shipped to me ASAP.

Business

Response:

We have contacted the customer by phone and have replaced the product.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: General failure to assistance, failure to provide warranty or any other effective support. My H7(serial # C32X00445728) recently stopped connecting to any and all devices, and become completely useless. It worked fine for 7-8 months and then just suddenly stopped working. After several emails to the support center, the 'most helpful' piece of advice from them was to send the device to Romania and to pay round-trip shipment to there which runs up to 80- 90% of product price itself, since I am on extended Holiday in Europe(Bulgaria). This product has failed COMPLETELY. It's supposed to have a two year warranty.Desired Settlement: I expect an IMMEDIATE solution - local Service(no paying for any shipment) , sending me a REPLACEMENT or REFUND my money.

Consumer

Response:

At this time, I have not been contacted by Polar Electro Inc. regarding complaint ID [redacted].

Sincerely,

Review: My son ordered a scale that cost approximately $100.00. It was delivered and has not worked since it was received. We requested a return address label to send it back and get a working replacement. This request has been made several times and we still have not received after emailed requests, phone requests, etc.Desired Settlement: To have a working scale.

Business

Response:

Customer issue has been resolved. Return label was sent via email.