Skybell Technologies Inc

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.
Thank you for forwarding to me the response from Skybell Technologies.  I would like to use your services to continue to have communications with Skybell if they are willing to work to resolve this matter.  As I have explained in the complaint, I have been unsuccessful in getting any reply from Skybell despite usually every possible method available to me.  They claim “email interactions occurred,” but neglect to say these were me trying to contact them – somehow if they are attempting to contact me it hasn’t occurred.
 
I followed all instructions that were included with the Skybell, I explained when it did not work, I wished it would work with a digital door chime and asked if they could help– I used a “resistor” instead, per the instructions on the website.  I do not want to install this device again, because I have no reason to believe it can be safely accomplished.   I affirm that I followed the directions that accompanied the package, and the product failed and caused further damage to my home.   
 
I am requesting access to the service technician.  Skybell, Please provide a telephone number for a brief consultation.
 
Thank you,
 
[redacted]

Thank you for submitting this concern to us. I am happy to provide support and information.
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We lament [redacted] recent experience with our product, SkyBell 2.0. Our team can confirm that he has contacted our support team multiple times. Of these times, we have had to replace his device twice. The other times were issues related to incorrect chime settings, the device not fully charged, our activity history not loading which was a server side issue that was temporary, a iPhone 6S issue that has since been resolved with a previous app update, struggling to sync, and general questions. Throughout his history contacting us (since February), [redacted] has pleaded to upgrade to our HD and pay the difference, going as far as sending us a check for $50 in hopes we would accept this payment. We voided his check as we did not request a form of payment for HD. This is a program we have not had in place and still do not to this day.
 
In an attempt to satisfy [redacted]'s request, we have offered our Valued Customer discount for our SkyBell HD. This is a discount code that we offer to all existing SkyBell customers who want to step up to our latest product, SkyBell HD. Our discount brings his price down from $200 to $139 including free two-day air shipping. From what I gather, [redacted] has not replied to this offer.
 
Regarding [redacted]'s desired settlement, we are only able to refund customers who have purchased from us directly and have transaction history with shopping cart system. Since we do not have any transaction history with [redacted] for a SkyBell 2.0 that was purchased late last year, we are not the original Point Of Sale. Therefore, [redacted] would be the merchant that is best positioned to offer him a refund for his product.
 
What we can offer [redacted] is our Valued Customer Discount, meaning he can obtain our SkyBell HD for $139, including free two-day air shipping. We understand [redacted] may be feeling skeptical about the quality of our product, so we would like to also offer him an exclusive offer of extending his warranty on his SkyBell HD by an extra six months. These six months take us back to February, where he claims everything was working fine until then. We hope this rectifies his issue considering the circumstance. We would also like to offer troubleshooting and an advanced replacement for his existing SkyBell 2.0. This means we will send out [redacted]'s replacement device tomorrow on two-day air shipping and provide him a prepaid shipping label to send back the current device in his possession.
 
Lastly, we would like to schedule a call to help install and set up his new SkyBell HD to make sure we start fresh with our latest product. Simply let us know what date and time works best and we will have a supervisor contact him for the best possible support. Our goal is to connect [redacted], a veteran who we greatly appreciate the service he provided to our country, to the important people in his life. We hope that we can create a positive relationship moving forward!
 
Please feel free to edit this response to remove any sensitive information as we respect our customer's privacy. If there are any questions from [redacted] or the Revdex.com, please ask at your earliest convenience.

Dear [redacted],
I have sent a reply to [redacted] from skybell on the 10th September (I copied you) however have NOT received confirmation of ANY correspondence about them shipping a new replacement unit to me.
This appears to be another delaying tactic and is consistent with my dealings with them thus far.
As I clearly stated in the reply, they (skybell) can send me an immediate replacement at their cost or a full refund. 
I am being very reasonable considering the effort and costs in chasing this dud product. As you may note, this is not an isolated incident, there a re a lot of olds having similar issues.
Many thanks,
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]

rgb(239, 239, 239);">We apologize for the delay in processing this refund request. We have complied with [redacted]'s desired resolution and have processed his refund today. This may take a couple of days to reflect in his bank statement. We may now resolve this complaint. Our management team will address the rare delay that [redacted] experienced in processing this internally to avoid these situations in the future.

I’m very sorry to hear that this customer received inadequate communication.
Unfortunately, our legal team responded to this customer due to a Facebook complaint he had posted on our website. Due to this, there will not be anything further that can be done because of the violation of...

conduct received. Per the messaging provided to this customer: We are no longer going to provide you with customer support or allow you to make a purchase through SkyBell.com.
Additionally, we have cancelled your order and provided you with a refund.

So, I am to understand that filing a complaint through the Revdex.com causes you to cancel the contract between [redacted] and I? As it is, he had not responded to my email until yesterday, after months of not honoring his supposed solution. So yes, I became exceedingly upset, as you had stuck me with two useless doorbells I do not want, and ran off with my money. You claim this solution was outside of warranty, which is a blatant lie, [redacted]. The link you provided even shows that the warranty period is one year. I am STILL under warranty, and you are refusing to stand behind your own warranty, and the contracts arranged between managers at your company and myself, and you are in breach of warranty. You have proven yourselves to be entirely untrustworthy individuals as well as an untrustworthy company, and I will not be returning either doorbells to you for this reason. Had you honored the arrangement between [redacted] and myself, or your own legally binding warranty, this would have been no issue. As things are, I will be contacting my bank immediately to request a chargeback and to report you for fraud. I will also be filing small claims lawsuit against you, [redacted], [redacted], and Skybell.

I’m very sorry to hear that this customer received inadequate communication. SkyBell reserves the right to cancel or refuse any order for any reason and at any time. This includes after an order has been submitted, whether or not the order has been confirmed. We may attempt to contact you if all or...

a portion of your order is canceled, or if additional information is needed to complete and accept your order.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My original complaint is now almost 2 years old. The late response on this is exactly one of the problems I complained about. I did receive a refurbished replacement of the original device and since then I moved on.Regards,[redacted]

The customer’s complaint, while emotionally charged, has no legal basis for the remedy which he is seeking and is again mistaken in a number of his facts. We will not address the tangential issues other than to say that we will have to agree to disagree on the minor points.
 
Turning to the more substantive issues of the customer’s complaint, there is no law of which we are aware, that requires us or any company to provide product updates to its customers. That we do, is a courtesy to our customers because we value their business. If our updates did not meet this customer’s standards of communication, that is a subjective judgment and cannot be the basis for a legal remedy.
 
To lend weight to his complaint, this customer points to other customers who were also displeased with our level of communication. Again, having substandard customer communication is regrettable, but not a crime.
 
Nonetheless, we would argue that our customer communication has been exceptional. On average, we sent out a customer update approximately every 10 days which the overwhelming majority (approximately 99.5%) of our customers found satisfactory.
 
Still, a very small, but vocal, minority were displeased. Based on the number of devices we have sold and the number of complaints we have received similar to this one, we can say that less than 1% of our customers fit into that category.
 
The vast majority of our valued customers understand the plight of a small business, and they know that we are doing our very best to serve them. Managing a manufacturing schedule and a distribution process is an extremely challenging task, riddled with countless challenges. Our product delays are not the result of malice, but rather the uncertainty associated with running a small business. That is precisely why we are so deeply grateful that most of our customers are gracious and supportive.   
 
Be that as it may, in December we publicly stated that we would not make the Christmas delivery deadline. If this customer were so concerned about the opportunity cost associated with not having access to his money, he could have simply cancelled his order at any time, received a full refund, and then replaced the order once our shipping was back on schedule. Some of our more well-reasoned customers have found that course of action preferable to making puerile demands through the Revdex.com.
 
This customer, however, has proceeded differently and is now seeking a remedy for which there is no legal basis and to which we never agreed to provide.
 
We therefore would strongly encourage this customer to take full advantage of the best recourse available to him: cancel his order and receive his money back. We will be only too happy to oblige.

To the Revdex.com:
 
The...

reason this customer did not receive a refund is because he did not purchase a device. His SkyBell was awarded to him as a “Perk” for contributing to our Indiegogo crowd-funding campaign.
 
The premise behind crowd funding is that patrons contribute to entrepreneurial projects, and in return, they receive a “Perk” for their contribution. It is not a traditional purchase and sale transaction, which is why contributors do not receive refunds.  Below is part of an article from the Indiegogo website which explains in more detail the notion that making a contribution is not the same as buying something from a store.
 
IndieGoGo and SkyBell also had explicit language on their websites explaining the nature of contributing to a crowd-funding campaign. Both sites contained clearly posted Terms and Conditions, which contained warnings stating that contributions were non-refundable (see below).
 
If a patron elected to ignore those warnings or disregard the many descriptions of how a crowd-funding platform operates, that cannot be said to be the Company’s shortfall. Both SkyBell and Indiegogo did everything we reasonably could to provide information to all campaign contributors.
 
Because of the assistance we received from our crowd-funding campaign, we now have thousands of satisfied SkyBell customers. We are grateful for our patron’s support through the development process and we do our best to provide them with excellent service.  
 
For those Indiegogo contributors experiencing difficulty, we will offer to exchange their device for a new one. Our customer service support team will also work diligently with customers to resolve any issue. These same remedies were offered to this customer but he clearly found them unacceptable.
 
With respect to this particular customer, we have recently instructed our customer service team to ignore future communications from him, because of his outrageous conduct. In an attempt to coerce this company into providing the remedy he demanded, this customer engaged in harassing and bullying behavior. The full text of one of his email correspondences is reprinted below.
 
We will always to our best to work with dissatisfied customers, but the bounds of professionalism and human decency apply.  It is our company policy not to tolerate bullying, harassing, abusive or vulgar behavior which is directed to our customer service team members. From this principal we will not deviate.
 
Therefore, we respectfully request that the Revdex.com uphold the Terms & Conditions posted by both Indiegogo and SkyBell which clearly stated there would be no refunds for campaign contributions. We also hope the Revdex.com will support us in condemning the type of petulant behavior exhibited by this customer.

We are happy to exchange this product for a new, upgraded unit for [redacted].
I sincerely apologize for the lack of support received in 2014 for the V1 Skybell.
All Skybell’s carry a 1 year limited warranty, which we are willing to waive in this case.
Please let me know if...

you are interested in this offer.

I’m very sorry to hear that this customer received inadequate communication. Unfortunately, To receive instructions for obtaining repair or replacement warranty services you must e-mail us directly to receive shipping instructions and an RMA tracking number from [redacted] prior to shipping your device...

to us. Write the RMA tracking number clearly on the outside of the package. Send the device, freight charges prepaid, to the address on the RMA label. You must also: ? Submit proof of purchase in the form of a bona fide, dated bill of sale, receipt, or invoice (or a copy) from an Authorized Reseller evidencing that your request for service is made within the Warranty Period; and ?
Follow shipping and other instructions to ensure the Product has an adequate degree of protection against damage during transit to the location specified by [redacted]. Except as otherwise required by legislation in your jurisdiction, costs associated with transport (including packaging) for warranty service shall be at your expense. Failure to follow the above instructions may result in delays, cause you to incur additional charges, or may void your warranty.

I’m very sorry to hear that this customer received inadequate communication.
SkyBell reserves the right to cancel or refuse any order for any reason and at any time. This includes after an order has been submitted, whether or not the order has been confirmed. We may attempt to contact...

you if all or a portion of your order is canceled, or if additional information is needed to complete and accept your order. International orders are only available in select countries.

Review: I bought this product( Doorbell) from Skybell last year in September 2013. they promise that the product will be deliver late in October. They deliver the product in February 2014 5 months later.The product itself never worked and the features they offered were never there. I contact customer service online ( they dont offer any phone number for customer service) I told them that the system did not worked, they gave me some guidance on how to make it work ( needless to say that didnt work) they sent me a new one, that one didnt work. I was getting tired of it, so I told them that I wanted a refund.Since that email they are not responding, they block me so I cant post any comments on their website asking for my money back. I sent them a lot of emails and I did not get a response. I want my money back, their website is full of complaints. the device that they sell does not work. If you look Amazon Or Yelp you will see that Im not the only one. I just want my money back( $127.Desired Settlement: I just want my money back ($127)

Business

Response:

To the Revdex.com:

The reason this customer did not receive a refund is because he did not purchase a device. His SkyBell was awarded to him as a “Perk” for contributing to our Indiegogo crowd-funding campaign.

The premise behind crowd funding is that patrons contribute to entrepreneurial projects, and in return, they receive a “Perk” for their contribution. It is not a traditional purchase and sale transaction, which is why contributors do not receive refunds. Below is part of an article from the Indiegogo website which explains in more detail the notion that making a contribution is not the same as buying something from a store.

IndieGoGo and SkyBell also had explicit language on their websites explaining the nature of contributing to a crowd-funding campaign. Both sites contained clearly posted Terms and Conditions, which contained warnings stating that contributions were non-refundable (see below).

If a patron elected to ignore those warnings or disregard the many descriptions of how a crowd-funding platform operates, that cannot be said to be the Company’s shortfall. Both SkyBell and Indiegogo did everything we reasonably could to provide information to all campaign contributors.

Because of the assistance we received from our crowd-funding campaign, we now have thousands of satisfied SkyBell customers. We are grateful for our patron’s support through the development process and we do our best to provide them with excellent service.

For those Indiegogo contributors experiencing difficulty, we will offer to exchange their device for a new one. Our customer service support team will also work diligently with customers to resolve any issue. These same remedies were offered to this customer but he clearly found them unacceptable.

With respect to this particular customer, we have recently instructed our customer service team to ignore future communications from him, because of his outrageous conduct. In an attempt to coerce this company into providing the remedy he demanded, this customer engaged in harassing and bullying behavior. The full text of one of his email correspondences is reprinted below.

We will always to our best to work with dissatisfied customers, but the bounds of professionalism and human decency apply. It is our company policy not to tolerate bullying, harassing, abusive or vulgar behavior which is directed to our customer service team members. From this principal we will not deviate.

Therefore, we respectfully request that the Revdex.com uphold the Terms & Conditions posted by both Indiegogo and SkyBell which clearly stated there would be no refunds for campaign contributions. We also hope the Revdex.com will support us in condemning the type of petulant behavior exhibited by this customer.

Consumer

Response:

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,

Of course I'm upset with this company they promised a working device regardless of any policy. This device is not working so they are not holding their end. They do not offer any kind of phone number so we can talk to a customer service representative . Of course I was frustrated and I'm still frustrated by the lack of professionalism of this company. Customers expect refunds if products doesn't work. this products doesn't work. This company hides behind some shady fine print. Everything was fine until I asked for a refund, that's is when this company went into " radio silence mode" they block me so I can't get through with my messages. That email that they attached it shows a really frustrated customer that wanted answers. Not the correct language? I give you that, for that I apologize. But what kind of customer service block a customer because they don't like what he wrote. I worked with customer service for more than a decade. The customer is always right ( even if it's not) in this case I'm right) the device doesn't worked and I'm not the only one out there with this issue, they are thousand of customers with the same problem. And this company knew that they were selling an unfinished product. So they figured that they can get the money from the first couple thousand people and shipped and unfinished products and if they didn't work Who Cares? they don't have to return the money( because the policy) they knew that they were scamming people and they don't care ( because the policy) this is really an unfair business practice. Just check Amazon reviews, forums, Yelp they all are dealing with the same issues ( because the policy) I want my money back or I want a device that work and a customer service phone number so I can call so they can fix it and if that doesn't work then what? I will keep having the same issue over and over again. I want my money back or I want a new device that's going to work, I need a guarantee, an assurance that their are behind their product. Because if this device doesn't work they will have to send me a new one until it works . I promise to try my best to work with them. But they have to work with me. If can't get my money back because some fine print ( it's only $127.00) , I want assurance that they will send me a new unit until it works. It doesn't matter how many units they send until lit Works!And a phone number with a technician that can help out. I don't think that sounds out of place. I want liability, I want them to acknowledge that they are selling faulty equipment with out technical support. They already got my money and countless hours of my time , and I'm running out of options. I have a device that doesn't work and I can't get my money back, that is not fair. I value my time and this company doesn't care about it.

Business

Response:

The customer is asking the Revdex.com to set aside the terms and conditions posted on both Indiegogo.com and SkyBell.com and make a ruling based on the fact that he believes he is being treated unfairly. If his remedy were applied en-masse, it would allow all consumers to escape any responsibility for their purchasing decisions and ignore guidelines, warnings and terms and conditions established by merchants. This would be an extremely dangerous precedent to set.

Terms and Conditions are legal agreements. They are not some sort of flimsy corporate policy nor are they “shady language”. They are contracts between vendors and consumers and they are not to be ignored. These Agreements are the foundation of internet commerce and set the guidelines by which byers and sellers interact. If this customer chose to ignore those Agreements, they do so at their own risk.

The fact is, nobody forced this customer to contribute to our crowd funding campaign. He did that of his own free will. Nobody misled him about what he was contributing to. In fact, our promotional video posted on our campaign home page [redacted])clearly stated that we were a development stage company and that we were months away from even having a finished product.

A pre-requisite for launching an Indiegogo campaign is that a company be in the development phase of its business. At the time of our campaign, no company had ever sold finished goods on Indiegogo, nor had there ever been finished goods for sale. How this customer could have thought he was “buying” a product is puzzling.

Furthermore, descriptions relating to how the Indiegogo crowd funding platform operates are all over their website – not just the Terms and Conditions. Far from being, “fine print” descriptions of how Indiegogo’s crowd funding platform operates are everywhere. With the slightest bit of intellectual curiosity, any consumer could find pages upon pages of descriptive material. Most of our 4,000+ contributors seem to have done just that because they understood the risk they were taking in making a campaign contribution.

There was never any guarantee that we would be able to deliver a product let alone a functional one. In fact the majority of crowd-funded campaigns do not deliver the promised Perk. But we did.

To date, we have delivered over 10,000 devices, and the overwhelming majority of our customers do not have any problem with their product. Those that do are a small but vocal minority.

If a customer has an issue with their product, we offer web-based customer support. This type of customer assistance is common in today’s marketplace. There is no law that requires any company to provide inbound/outbound customer service.

Our customer service representatives work diligently to resolve customer issues – as they did with this customer. We have already offered to exchange his product, which he rejected (email below). Now he is requesting the remedy which we already offered to him.

In an effort to resolve this matter amicably, we will once again make an offer to exchange this customer’s device for a new one (which we will test prior to shipping to ensure functionality). This customer however, must agree to follow our standard RMA process and procedures.

One final point of clarification we would like to make: we did not sever communications with this customer because he asked for a refund. We severed communications with him because of his obscene and abusive exchange with our customer service agents. We will not tolerate that type of conduct.

In summary, there is no legal basis for this customer’s refund request. Nor is there a legal requirement that we provide a phone number nor that we provide him with service of any kind.

The remedy which we are offering is precisely within the bounds of our customer Agreements. It satisfies our obligations and gives this customer the remedy to which he is rightfully entitled.

Customer Email

…Your company sells [redacted], pure [redacted]. Give my money back please. Because if you send a new of this [redacted] it's not going to work. …. Be honest with the public and give them the money back, give me my [redacted] money back. Your company is going to expend more money in shipping new ones than if you just give the money back. Return the money and close your company forever. It's the best that you guys can do… Give me a [redacted] ( money back). Just give me back my money and I will send this [redacted] back. If you send me a new is not going to [redacted] work don't waste my time or yours. Give my money back. (XXXX) go show this to your boss and tell him to give me my money back. Tell that [redacted]head to give me my money back. Thank you

Review: On 3rd of November 2013, we have made a purchse (order number #[redacted], through the skybell website. Up today 02/June/2014 we have not recieve nothing else then auyomatic e-mails telling us the delays and other excuses. We sugest that there are many other people in the same situation. Nobody picks up the phone (I am calling from Spain, not cheap) and no personal answer on the mails.Desired Settlement: We want to get our product in 24 hours or refund what we have paid.Thanks

Review: I purchased Skybell January of 2014. After many attempts and following instructions, it has not worked. It cannot connect, hence the product is useless. I have contacted customer support three times and each time they take a week to response with same question about "have you tried this" After responding, they fail to follow up. I can only assume I have a defective product, hence requested exchange to a working product. Again no response from customer service. Company product warranty expires in 1 year which my is coming up in couple months. Since delivery of this product and installing per direction, it has not work. This is after probably after 100+ attempt based on many support blogs and FAQ I read. Clearly Skybell has not delivered product they have described and now NOT honoring warranty on the product. I am totally dissatisfied with this product, customer service and Skybell company.Desired Settlement: I would like a full refund or working product.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Tue, Nov 25, 2014 at 5:03 AM

Subject: Re: You have a new message from the Revdex.com

To: "[email protected]" <[email protected]>

Hi,

Review: They sold me their Skybell Device. It does not work as advertised for myself and many many other people. If you google Skybell Issues you will see thousands and thousands come up. Check Amazon, Google plus their website and even their facebook page.I have sent over 27 Emails to their tech support and get little to no usefull information. They said they would send me an working exchange, and then stopped responding to my emails. After 3 weeks, I finally got a response that said they do not know when I will recieve an exchange becuase they do not know what is going on.How can they treat myself and many other people this way?I spent quite a bit of money making sure my home met all the specifications for the product.I installed a brand new Analog Door bell system with voltage within the listed specs of 16vac. I upgraded my home internet to 50mb up and 11 mb down speed service. I used three different routers all within specified parameters 2.4ghz, B,G & N, default firewall, security set to WAP and above.I used three different phones Samsung Galaxy 3, Samsung Galaxy Note 3 and an Iphone 4.I opened ports through my router.Skybell will not connect, will not function as sold. The supports section on their website is very hard to navigate on purpose. They do not want you to be able to easily get in contact with them.Best Regards[redacted]Desired Settlement: I would like a working product, and Customer support that actually helps the customer.

Review: Purchased a sky bell last year and first it took months and months of excuses and delays (over 6months) before it was eventually received.

Then from day 1 I had numerous issues where it would not reliably connect and work. I have spent an inordinate amount of time with their so called tech support on numerous occasions, resyncing, re-installing apps, reconfiguring, etc. Each time I am given a different excuse and new things to try. Most serve no logic and appear purely random.

Reason for getting this device is that I am away often and remote access is required. This device has NEVER worked reliably. Now today I am told that it is too far from the router. This another new reason they are clutching at straws when their own website clearly states the requirements as 1.5Mbps up and down as the minimum requirements (I have at least 20+ Mbps up and down and have sent them confirmation of way more than that).

Its worth pointing out that my other remote devices work with no speed or other connectivity issues. They have been setup once and have just worked from day one.

Btw. I am a systems engineer so technology is my core business hence understand more than most on how things work. This however has defeated normal common sense and logic. For example nothing has changes on my end from a technical perspective. However there are numerous examples online where others are experiencing identical issues both with hardware and software at skybell server end. Even skybell admit that their system upgrades etc have caused loss of connectivity etc.Desired Settlement: It appears they have a later version of this skybell. I would assume it would be sensible for them to send me this as a replacement if the connectivity and other reliability issues have been ironed out.

I want my skybell replaced immediately at their expense especially given the runaround I have been given and the time I have spent troubleshooting this (both with their tech support and researching these issues and fixes). This is time I really don't have. This has dragged on long enough. As it stands skybell have NOT provided me a system as advertised and that works. My time is worth way in excess of the $218.95 this skybell was purchased for. Therefore my losses are not insignificant.

Business

Response:

[redacted],Our last contact with this customer was Feb 28 2015 where we asked [redacted] for his actual speed test results as we really believe that it is the upload speed causing the issue. Most customers that have a 20Mbps upload speed is very uncommon so we believe there may be some confusion. We’re more than happy to send him a new 2.0 device if he’ll pay for shipping but we’ll also require him to send his original device back to us. This ensures we don’t have customers selling their original devices unauthorized. As previously stated, he didn’t respond to our 2/28/15 request for a screenshot of his upload speed test. I will email [redacted] with a Cc to you. Best regards, [redacted] | Customer Service | www.skybell.com

Consumer

Response:

Dear [redacted],

Review: I order their product, which took nearly 6 months to receive. I installed it as described in the supplied documents. The unit failed after 3 to 4 days. I contacted the company and was told that the problem would be forwarded to Accounting for a refund. Since that time I have made repeated attempts to contact them with a couple return responses but has now stopped. This company has probably the worst customer support that I have every experienced. I was told that a refund would be completed but a $30 restocking fee would be charged. I responded that the unit failed and after reading the trouble shooting information I would not be able to use the unit as my internet speed was to slow. I didn't understand why a $30 stocking fee would be charged for a unit that failed.Desired Settlement: At this point I am willing to accept the $30 restocking fee so that I can at least recover $169 of my $199 purchase just to get this closed. I was hoping to repurchase a unit when my internet service speed increased but I am no longer will to do any type of business with this company. They are unreliable.

Consumer

Response:

I have reviewed the response made by the business 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.

This concerns my complaint #[redacted]. The issue has now been resolved, a full refund was provided and transferred to my account on July 2, 2014. Thank you for your assistance, until your involvement the company, Skybell, had stopped communications with me concerning their product and my desire to return it. Nearly immediately after receiving your letter, the communications was reopened and a much more cooperative attitude was seen.

Review: Sep 17, 2013 12:29:22 EDT | Transaction ID: 5[redacted] | Sent a payment of $169.95 USD to iDoorcam, Inc. ([redacted]) via paypal for product

Product never received.

October 23rd, 2013 - Emailed company for update on product

October 30th, 2013 - Filed complaint with Paypal after receiving no response

October 30th, 2013 - Contacted by [email protected] ensuring product would be shipping end-of-year

In good faith, I closed the complain with Paypal. I have also been out of the country most of 2014, returning last week.

June 4th, 2014 - Emailed seller for information about non-receipt of product.

June 16th, 2014 - (today) looked for phone number to contact company (non available). Asked paypal to investigate transaction.

June 16th, 2014 - complaint with Revdex.comDesired Settlement: As seller communication has been little to non-existent, and no product was ever received for the payment this is a request for a full refund of $169.95. It is noted that time expended by me for emails, time spent with paypal, time spend filing this report as well as interest over the period would be considered acceptable additions to the $169.95 payment in September 2013 through June 2014

Consumer

Response:

Receipt is attached, as requested