Skybell Technologies Inc

I’m very sorry to hear that this customer received inadequate communicationIn reviewing this further, I do show the customer did return the productDue to the age, we are unable to locate any additional shipment detailsIf the customer would like to respond letting us know if he did indeed
receive or not receive his product then I will be happy to assist further

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Hello,
We will not make any additional exceptions. We will not honor his request for an immediate refund, nor will I honor his request for a PayPal deposit as he has requested in another message to my repThe only exception I am willing to offer *** at this time is for him to return both of his unitsUpon receipt of these units, we will then issue a refund for the Skybell aloneAny accessories purchased are final sale.
Thank you

Hello,This is our only phone line however, I am happy to contact you directlyIf you'd like to provide me with your phone number I can call you directly to set up your return or exchangeThank you!

I’m sorry to hear that *** did not receive his productInternational orders are available in select countries and orders can be cancelled at any time
If *** still did not receive his product, please extend our sincerest apologiesLet us know if *** did ever receive his product
and provide a photo of his doorbell so we can see about making this right

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

***,I am happy to address the issues that you clearly outlined in your Revdex.com messageThank you for the details and we will be appropriately following upI'm glad to see that Woot refunded you so that you were able to have a quick resolutionPlease contact DJ, our head of customer service, who
will help you get an HD SkyBell** is aware of the situation and is expecting a message from you.Hope you have a great New Year and thank you for being a SkyBell customer!Kind regards,***

Hello,We will not make any additional exceptions. We will not honor his request for an immediate refund, nor will I honor his request for a PayPal deposit as he has requested in another message to my repThe only exception I am willing to offer *** at this time is for him to return both of his unitsUpon receipt of these units, we will then issue a refund for the Skybell aloneAny accessories purchased are final sale. Thank you

We apologize for the delay in processing this refund request. We have complied with ***'s desired resolution and have processed his refund todayThis may take a couple of days to reflect in his bank statementWe may now resolve this complaintOur management team will address the rare delay
that *** experienced in processing this internally to avoid these situations in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Hi, I bought a product Skybell Trim on Nov 27 , 2018 and the invoice number 2236797 . It worked good for 6 months and after that started giving complaints. I Wa never able to connect the device to wifi and have reached the support multiple times but could not fix the issue. I would be really grateful if some support could help me in getting my device replaced.

Regards,
Ragin

This customer purchased our device from the crowd-funding campaign we conducted on IndieGoGo in August of Supporting an IndieGoGo campaign is not the same as purchasing a product from a store (
href="http://support.indiegogo.com/hc/en-us/articles/526816-How-to-Evaluate-a-Ca...⇄ target="_blank" "">[redacted] The premise behind a crowd funding campaign is that patrons contribute to entrepreneurial projects and in return, those contributors receive a "Perk" for their contributionIt is not a traditional purchase and sale transaction, and there is no guarantee that the Perk will ever be delivered
Both IndieGoGo and SkyBell have explicit language in their Terms and Conditions which indicate 1) there was no guarantee that our company would be successful in even making or delivering the promised Perk; and 2) all campaign contributions are non-refundable([redacted]l)
There is tremendous risk associated with contributing to a crowd-funded campaign because many patrons never even receive the benefit for which they contributed Contributors are, in essence, patrons for stacompanies such as SkyBellIn consideration for that risk, contributors receive Perks at a discounted priceIn this case, the customer contributed $140, and received a product which is now being sold for $+ tax
We are proud to say that SkyBell successfully delivered working devices to all of our backers and fulfilled our Perk obligations. Our records indicate that a SkyBell was delivered to the customer on March 7,
Therefore, because it was clearly stated (in two places) that there would be no refunds for IndieGoGo contributions, and because we fulfilled our obligations to deliver a Perk to all of our campaign backers (including this customer), the customer's request for refund will not be granted

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Hello, please accept our apologies for the delayed response to your claim. In reviewing the notes of your case, it would appear that troubleshooting was necessary for additional support however, you needed your handyman to connect it to power. We do not have any additional calls for assistance after...

this call. Refunds can only be issued when purchased directly through our company as we did not sell the item directly to you. I will, however, take care of this issue for you and issue you a refund. I will need for you to contact me directly with the original proof of purchase so we can issue a check to you for this. – [redacted]

Tell us why here...Hello [redacted] Thank you for contacting technical support.  Please accept my most sincere apologies for the lack of response in regards to this situation. Waiting a year, as you have expressed, is absolutely unacceptable. I am unsure who you spoke with initially or...

why this was not forwarded to me for assistance, but, I will do everything possible on my end to assist in getting you a resolution. I completely understand your frustration and will do everything I can to assist in getting a resolution for you.  Once I receive your response to this email, I will be forwarding your information and issues up to our developers so they see if there are any issues that they can see on the back end.  My direct email address is:[email protected] and I have cc'd myself on this response.  If you could, please provide me with the following information so I can get this pushed up to our developers for you:  Email address associated to your SkyBell:Firmware VersionSerial NumberIssue Experiencing:  I value you as a current or a future member of our SkyBell community. If you require any further assistance, please do not hesitate to contact us at your earliest convenience! [redacted]

Hello, please accept our apologies for the delayed response to your claim. I am very sorry to hear the issues your experienced with your V2 Skybell. Unfortunately, we will not be able to issue a refund as it was not purchased directly from us. Refunds are issued at the point of purchase. I will,...

however, be happy to upgrade you to a free HD Skybell. Please feel free to contact me so I can facilitate an HD replacement unit for you.

I am so sorry to hear that a refund had not been issued in the time promised. I am happy to provide this (via check) for this order. Please have the customer contact me directly so I can get their details on where to send this check to.
Phone number (949) 829-[redacted] and ask for [redacted]...

[redacted]

Revdex.com:The company has contacted me and has resolved my issue as I requested, prior to receiving my Revdex.com complaint.
in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Since I purchased my SkyBell these are the most important problems I have had:

- The SkyBell loses its connectivity to the wifi very often for no apparent reason. I have an excellent wifi signal that covers my entire house. All of my other smart devices work perfectly without any problem, except for the SkyBell. When I want to connect to the device, a message often says "try again later" or "live stream cannot be established". It makes the device absolutely unusable as a doorbell and unreliable as a security device.

- The SkyBell has an abnormally long connection time. When the device works, it takes at least 15 to 20 seconds for the camera to stream. Most of the time, I have to give up on the device and rush to the door to answer my visitors, who are already waiting and think I'm not home. When there's a warning, connecting to the live stream takes so long to establish the danger has often passed. There's also no guarantee to have both sound and video.

- The SkyBell has serious issues with its camera. I often don't get any alert on my phone while the mail person or UPS driver has just left packages at my door. Or, I get too many false alerts while it's clear nobody is around when I'm home and come to check myself. I attempted many times to adjust the sensitivity of the motion sensor but it doesn't make any difference.

- The SkyBell customer support experience is awful. The company shows no interest in solving problems. It's very hard to communicate with them. The "live chat" on their website is always offline. If I leave a message, it typically takes at least 24 hours before I get a reply. And, their reply always claims that the problem is with me: for example, my wifi signal, or my electrical connection or ? It's clear my SkyBell was defective from the beginning.

For all of these reason, I'm requesting a full refund of my purchase price.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hi [redacted],I have tried to call the number - (949) 829 4959 - but could not reach a customer service rep for discussing about this issue. Is there any other # where I can reach you directly ? I have tried to fix the connectivity issue several times on the Skybell but nothing worked. I am willing to return this item but only issue is I don't have the original packaging that it came in. So I may just have to send it as is without the packing and I can include a copy of purchase receipt from [redacted] if that is acceptable, in order to receive a replacement. Please let me know the next steps.
Regards,
[redacted]