Skybell Technologies Inc

Review: I have returned the device that was not working per instructions. The customer support refused to offer any details about receiving or the issue with the device despite the USPS proof of delivery at their facilities. All my written emails or requests on their website are closed without an explanation. Phone calls are usually closed with "no information -we'll call you in couple of days" but no calls are received.Desired Settlement: A functioning device sent back to my house. Or money back.

Review: 11/3/13 -Ordered Skybell device through the Skybell website. (Not indiegogo)3/20/14 -[redacted] replied to my email inquiring about a refund (the item had still not yet shipped), "After 5-7 business days it will arrive at your home, at that point you can email in and we can provide you with prepaid shipping to send it back to us and give you a refund."Device arrived- performed installation -from the start it worked only occasionally and buzzed the box that goes "ding-dong" constantly (for which there was soon advertised an firmware update that would eliminate the buzzing.) The buzzing then stopped but the skybell never lit up again. It never worked properly or reliably and now doesn't even light upAfter weeks of troubleshooting & the flipping breaker switch, I had to purchase a new doorbell system (I had a working one!), uninstall the skybell and install a new wireless doorbell to bypass the "ding-dong" wired doorbell box altogether4/11/14 - I emailed skybell to explain the need for a refund. Unable to accept an exchange due to possible damage to my wired doorbell system. Offered to mail the item back in exchange for the refund as outlined in [redacted]'s email4/15/14 - [redacted] - emails requesting my name, shipping address, supplier, order# - which I supplied immediately in response4/16/14 - Troy - "I will send this information to the Accounting Department and they will contact you with further instructions about your cancellation/return."4/16/14 - [redacted] - "I am waiting to hear from management what the procedure is for returns. I will notify you as soon as I hear how they want this handled."5/8/14 - [redacted] - "I will submit your refund request for approval. This shouldnt be a problem as long as it is with in 30 days of purchase. There will be a $30 dollar restocking fee and a shipping charge and you will be notified when it is approved."Replied that they should NOT restock this defective bell and they were notified before 30 had passed.5/21/14 STILL no response at allDesired Settlement: Skybell was notified within 30 days of delivery of the item that item was defective.Skybell should not restock and resell this particular defective skybell therefore a restocking fee should not apply.Prepaid label for shipping and a full refund of $199.99 by check within 14 days would be an acceptable resolution.

Review: I purchased a SkyBell doorbell in February 2015 and have had intermittent problems with it since installed. Called their tech support and spent hours on the phone troubleshooting the issues with no resolve. The first round of multiple calls and emails were with a man named [redacted]. We moved into our new home and I installed the SkyBell and continued to have the same problems and once again called for tech support. This time the unit ceased functioning entirely and the technician suggested that it was improperly installed and that the unit burned out as a result. I am a handyman by trade and the installation process involves the connection of 2 wires. I have probably done hundreds of simple doorbell installations over the years so this was not a viable response by the service technician. This technician's name is [redacted]. It has become so clearly obvious that the unit I purchased for $199.00 just a few months ago is a defective unit yet they refuse to replace the product.Desired Settlement: I would like a new SkyBell 2.0 unit delivered free of charge. After successful installation I will send back the defective unit.

Consumer

Response:

As far as I know this issue has been resolved as we have not been billed for the replacement SkyBell. Thanks for your efforts.

Review: Skybell Doorbell version 1 does not work with specific cell phones. I have contacted Skybell support many times and it was never documented in version 1 that certain carriers or cell phones are not compatible with the doorbell.Desired Settlement: Unit was purchased from Amazon and being the unit is not operational I expect a refund from Skybell.

Review: I have backed their product and paid around $ 150 in August 2013 and to date nothing was shipped to me. The internet is full of complaints of the same sort. Just visit this website: https://www.indiegogo.com/projects/skybell-answer-door-from-mobile-device/x/4396...⇄ - they have SCAMMED people out their money and never delivered. This seems to be a scam to steal money and not deliver anything in return.

Same on Amazon: http://www.amazon.com/SkyBell-Wi-Fi-Doorbell-Motion-Sensor/product-reviews/B00G3...⇄ />
People paid and got nothing.Desired Settlement: I want a refund. This also needs to be investigated. The damage is in the hundreds of thousands. Money they took and never delivered anything in return. I suspect fraud or scam.

Review: After eight months and numerous promises I still didn't receive my product. Last couple of emails were not answered.Desired Settlement: Paid $205 for this device, would like to get it back.

Review: We bought a Skybell and installed it in early March. After two months it quit working. We contacted the vendor to request a refund because the return period from [redacted] has already passed. It was refused and they asked us to return the product and send us a new one. I did on May 8, 2015 with UPS tracking number [redacted]. We have not heard from them since. I contacted them last month and asked for a follow up. They said they could not find my package and did not know my name. I provided them with both information and ask them to respond in a week. As of now, I have not heard from them as they claim they are still locating a product which I returned on may 8, 2015 signed by [redacted] on may 12, 2015.

My husband [redacted] bought another one after March hoping this one will work. However, the second one quit working in the same way after two months. We found out that the problem is due to a design defect.Desired Settlement: We ask to refund both of our sky bell product because we know if they send us a third product it would fail the same way.

We need them to contact us and put this on their priority as it has been 6 months since we returned the first product. Thank you.

Review: I have a skybell since beginning. I was one of their supporter when the company started the project. After all those years I always had some issues with the product which was never fixed as promised. Now the company came out with new upgraded version and promising all the features to work great. I wanted to upgrade but my order was always declined and now the company sent me a nasty email where they saying I am being blocked, they do not give me a customer support and do not want me as a customer. They even said if I order from them again they will not fulfill my order. I called customer service to see what is going on and why I received this email. The only answer I got is that the supervisor have to look into this and they let me know. It has been couple days and I called in every day twice but never got to speak to a supervisor and no one ever called me back.Desired Settlement: I would like to have someone to call me and apologize. I am also requesting a free replacement to the new version of the product. I would like to be also unblocked on their facebook page so I can comment, like and send message.

Review: march 19,2014 I ordered a Skybell. Skybell did not work,after several emails from skybell customer service reps with fixes.I tried every thing they told me but nothing worked. On April 03,2014 the customer service gave me, [redacted] 2 options for exchange: 1.send back skybell to([redacted], skybell [redacted]) for exchange of updated Skybell product or 2.send them my credit card info they hold until they receive my not working skybell but send out updated skybell,however if I do not send back old they would charge my credit card ($200.00). I chose 1.To send back not working skybell without credit card hold. On april 9th the item arrived at skybell per my tracking number. then Skybell confirmed in email by skybell they received not working skybell doorbell. I was told item was sent to exchange (fulfillment dept) and I would get return tracking number soon. Now starting april 14th I was told by email the same promise even blaming there own shipping dept for lying about sending it out to me, the customer. I in good faith return at cost to me the product with written promise by skybell to EXCHANGE item quickly. but now May 3, 2014 NOTHING!,no updated Skybell. I am also past the refund window to get my $200.00 that I put out for Skybell. So the customer is out, in a lose and lose. so I am asking for my New exchange or my money refund within this month May 2014. Revdex.com Please Help me get fair trade!Desired Settlement: A EXCHANGE updated NEW skybell within 14days of the month MAY 2014 or if NO exchange with in MAY 2014 a FULL REFUND of product cost for a SKYBELL Doorbell to the customer (ME).

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.

Skybell has corrected problem as of may 15,2014 they sent out exchange item and it is working. Please close complaint filed. [redacted]. Thank you Mr [redacted]

Review: I purchased a Skybell 2.0 from Woot.com (a company with a no returns policy), based on the feature claims that Skybell has placed on their website about the product. Their website has the follow statements about Skybell 2.0:

"Review what's been happening at your door while you're away."

"Watch recorded video for when you can't answer the door. It's like voicemail with video for your door!"

"Activity History – Review the day’s activity – including motion sensor triggers and button activated video feeds."

All these statements indicate that the Skybell 2.0 will record video when you're not able to attend/answer the door. Specifically saying it's like voicemail indicates that the user has no interaction to make the recording. The last statement indicates very specifically that motion and button triggers will be recorded.

After purchasing the Skybell 2.0 I discovered that it can only record video if the user opens the video in the mobile app. Motion and button triggers will only notify the user that they occurred. No recording takes place.

I contacted Skybell support to ensure my device was malfunctioning, and I was informed that the Skybell 2.0 does not support unattended/triggered recording like stated in the feature list. At first they would not accept that it says these things in all their product documentation. The support representation also said it was stated on the website that only viewed sessions would be recorded. It does not, and the rep was not able to provide a location for where it states that.

I've had the device for close to 2 weeks now, and since I am not able to return it to the retailer I asked that Skybell return their own product that I was basically tricked into buying based on their false claims. The support representation informed me that the Skybell HD has the triggered/unattended recording feature, so when they refused the return I asked if they would discount and exchange the Skybell 2.0 for the HD. That request was refused as well.Desired Settlement: I would like Skybell to either remove the claims that Skybell 2.0 has the ability to review daily activity at the door while you're away and that it provides a voicemail feature, or actually add the features to the product. Simply stating that you can review daily activity at the door is sufficient as long as "while you're away" is not specified. However, it would still be better to clarify that claim even further to indicate that you can review only those occurrences you have tended to. The statement about it providing a voicemail feature would have to be removed completely, but it is entirely false.

If Skybell cannot deliver the given features for the Skybell 2.0, I would also like Skybell to accept back the Skybell 2.0 that cannot meet these claims for either a refund of the purchase price (it was on sale for $104.99) or for the Skybell HD which can meet those feature claims. If an exchange is accepted, I would be willing to pay for the difference in price. Hello,Since I submitted complaint [redacted] against Skybell, I have had a development in regards to the desired resolution. I no longer would like Skybell to return or exchange their device. The retailer I purchased the device from has graciously decided to allow me to return the product even though they have a no returns policy. However, I still think that they should fix the false claims present on their website.I couldn't figure out a way to fix that on the website, so if you could please amend my resolution information that would be greatly appreciated.Thanks,[redacted]

Business

Response:

[redacted],I am happy to address the issues that you clearly outlined in your Revdex.com message. Thank you for the details and we will be appropriately following up. I'm glad to see that Woot refunded you so that you were able to have a quick resolution. Please 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,[redacted]

Review: We purchase their product on 10/23/2014. Since them I have been requesting a shipping tracking number. however, they been emailing me saying that they could not find my order since they are upgrading their system.

Our bank was charged on 10/23/2014 for the purchase. I receive the same respond every-time I am asking them about the tracking number. There are no phone number on the website, therefore the only communication is thru the email.

on 11/3/2014 I am sending them an email requesting a cancellation of the order. no respond from them yet.Desired Settlement: Canecl the order with the calcellation confirmation and refund the money with no fee charged. They are doing a bad business transaction, therefore I am not supposed to be liable on any extra charges.

Review: I pre-ordered the Skybell device on Amazon.com on December 30th. Upon receipt of the item, I hired an electrician to install the item and connect it to my door chime (a high-end tubular chime thats over 20 years old). The product caused the chime to ring in a constant loop, so the electrician worked with the company that manufactured the chime. They advised that the cause was the Skybell device. I contacted Skybell support in a good faith effort to resolve the issue, and was advised that even though the chime is an older analog chime, it is not supported. They suggested that I purchase a new cheap quality non-decorative chime, which is not a viable solution when the chime I have cost in excess of $600.00 and is in a historic home. Furthermore, I was experiencing issues where the device would keep disappearing from my account meaning when someone rang the doorbell, it did not notify me. The support representative agreed to process a refund on April 11th. I did not hear back until May 8th (nearly a month later), at which time another representative reneged on the refund agreement stating that a refund would only be available if I purchased within the past 30 days, and even then, a restocking fee would apply. Given that the entire history, and my purchase data, was included in the support ticket I found this response to be unacceptable.The merchant that I purchased this device from, Amazon.com, has since stopped selling this product "because customers have told us there may be something wrong with our inventory of the item, the way we are shipping it, or the way it's described here." Of the 266 reviews on that site, nearly half are 1 star (out of 5) due to issues with the product/company.Desired Settlement: I request a refund in full of my purchase price of $214.12, are previously agreed to by Skybell. This is due to the fact that the device is not compatible with my door chime, and that such incompatibilities were not addressed at the time I made my pre-order.

Business

Response:

We have reviewed the customer’s complaint along with the trouble tickets submitted to our customer service team (a transcript of which is provided below).

Our standard refund policy is that we will provide a refund for devices purchased from our site, minus shipping, handling and $30 restocking fee for devices returned to us within a 30 day period from the date of purchase. Our full return policy can be viewed at [redacted]

This customer’s situation is unique. We literally have thousands of SkyBells in use and this is the very first time that our customer service has encountered this issue. The customer has an extremely expensive door chime with which our product is not designed to work. The customer’s initial email to our customer service, received on March 28, 2014, indicated his home was equipped with a Nutone LD-49. Later that same day, our customer service responded, and said that the chime was not compatible with our device, and indicated that SkyBell was compatible with “traditional” analog door chimes. At this point, there were two prudent courses of action available to the customer: 1) replace the decorative door chime with one which is SkyBell compatible, or 2) return the SkyBell to Amazon. Unfortunately, the customer took neither course of action. It cannot be said to be the Company’s responsibility if a consumer purchases our product and then, when told it is incompatible with his home setup refuses to take the remedies available to him.

However, in an effort to reach an amicable solution for this customer, we offered to provide a refund though we were under no obligation to do so. We stand behind that offer, however our standard deductions will apply.

Review: Skybell will not ship me the product or refund me. I would really prefer a refund.Desired Settlement: Skybell, please refund me the $140 I paid.

Business

Response:

This customer purchased our device from the crowd-funding campaign we conducted on IndieGoGo in August of 2013. Supporting an IndieGoGo campaign is not the same as purchasing a product from a store ([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 contribution. It 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 start-up companies such as SkyBell. In consideration for that risk, contributors receive Perks at a discounted price. In this case, the customer contributed $140, and received a product which is now being sold for $199 + 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, 2014.

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.

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.

Despite the legal disclaimers it still standard industry practice to deliver on promises, deliver working products, and refund unhappy customers. I will be looking into the legal claims you make and contacting my consumer affairs office to help others not fall into this trap. I think it is fraud if you promise a "perk" and just have some terms and conditions that say we may not fulfill our promise of a product. Make no mistake indiegogo and skybell were selling products.

Regards,

Business

Response:

The customer is asking the Revdex.com to disregard the disregard the Terms and Conditions associated with our crowd funding campaign which were clearly displayed on both the indiegogo.com website and our website. He is further encouraging the Revdex.com to make a ruling based on what he believes to be “industry practice”. Both requests are baseless and without precedent.

The Terms and Conditions which appear on websites are legal documents. They exist for a reason and cannot be ignored just because it is convenient to do so. Terms and Conditions contain disclaimers as well as important information which are intended to protect both consumers and vendors. The Terms and Conditions which the consumer is asking the Revdex.com to disregard, contained important information regarding refunds AND were available on the Indiegogo website and our website. There is no excuse for not reading or considering those documents prior to making a contribution to a crowd funding campaign.

If a consumer does not want to be bound by the Terms and Conditions offered by the vendor, then he/she can simply elect not to participate in the transaction. However, if they do participate, then both parties are bound by the Agreements. That is the premise upon which internet commerce is based around the world.

This consumer chose to contribute to our campaign of his own free will. Nobody forced him to do so.

By contributing to a crowd funding campaign he explicitly accepted both the risks and potential benefits associated with supporting to a start-up company. The benefit, in this instance, was a perk which entitled him to receive a product for approximately ½ of the retail cost. The risk, (as described on both Indiegogo’s site and ours) was that the product might never be delivered at all; that it might not work properly; that he might not be satisfied with the perk we delivered, and most of all, that the contributions were non-refundable.

This customer was aware of the risks (or clearly should have been aware of the risks) and contributed anyway. He accepted his perk. For this consumer to come back now, demand a refund, and insist that he had no idea what he was getting himself into by contributing to a crowd funding campaign, is beyond absurd.

There is no legal basis for providing a refund after both parties agreed that there would be none. Furthermore, there is no basis for the customer’s assertion that it is “industry practice” to provide refunds. To the contrary, we are not aware of a single instance in which an Indiegogo campaign perk was delivered to a contributor, yet the contributor received a refund anyway. To the contrary “industry practice” with regard to crowd funding, is not to provide refunds once a perk is delivered.

If this consumer would like to exchange his device for a new one, we will gladly do that. It is the remedy which we have promised to our Indiegogo supporters since the beginning of our campaign, and we will continue to honor exchange requests for the foreseeable future. Refunds, however, were never part of our campaign offer.

Below are some excerpts from Indiegogo’s website. As anyone can see, it is virtually impossible for a reasonable person to be ignorant with respect to the way in which a crowd funding campaign operates. This customer knew the risks and accepted them, but has now changed his mind.

If customers are allowed to evade responsibility by disregarding Terms and Conditions whenever it suits them to do so, then it will be very difficult for any business in the world to conduct internet commerce.

We therefore respectfully request that the Revdex.com honor the Terms and Conditions which were made abundantly clear to both parties and to which both parties agreed to be bound.

https://www.indiegogo.com/about/terms

Contributors

As a Contributor, you are solely responsible for asking questions and investigating Campaigns to the extent you feel is necessary before you make a Contribution. All Contributions are made voluntarily and at your sole discretion and risk. Indiegogo doesn't guarantee that Contributions will be used as promised, that Campaign Owners will deliver Perks, or that the Campaign will achieve its goals. Indiegogo does not endorse, guarantee, make representations, or provide warranties for or about the quality, safety, morality or legality of any Campaign, Perk or Contribution, or the truth or accuracy of content posted on the Service. You are solely responsible for determining how to treat your Contribution and receipt of any Perks for tax purposes.

How Refunds Work

Contributions are nonrefundable. We may refund your contribution if your contribution was accidentally made twice or if the campaign has not raised enough money by its deadline to cover the cost of disbursement.

What are perks?

Many campaigns offer perks in exchange for different contribution amounts. Perks can be objects, acknowledgement, a thank you, services, events or anything that does not violate our Terms of Service.

Perks are listed on the right side of the Campaign Home page, under the Contribute Now button. If you do not see any perks listed, the campaign owner may have decided not to offer any perks. You will need to contribute at least the amount listed to claim the associated perk. Perks are offers made and managed solely by campaign owners.

How to Evaluate a Campaign ([redacted]

Contributing to a campaign on Indiegogo is not the same thing as making a purchase in a store. Contributors are backing an idea, not purchasing a pre-made project. Like anyone contributing to an early-stage project, you accept the risk that the project might not come to fruition. We leave it up to you to make your own judgment about the merit of a campaign before making a contribution.

Review: I got these skybells for my parents. They had them installed by a professional but somehow lost their registration info. I have tried and tried to contact skybell to reset these but I keep getting a generic response to buy 2 more of them. Well I already spent 400 on these and want to be able to use them.

Here are the activation numbers that they asked for so they have a reference.

We would like to be able to use them but all skybell wants to do is resell us another unit instead of helping us fix the ones that we purchased legitly.Desired Settlement: I want these doorbells reset so we can re-register them. Ive already paid to have them installed and dont want to have to pay to remove them again.

Review: I ordered and paid for my product (video doorbell) for a cost of $219.00 on 11/19/2013. I have made 3 email requests for them to communicate with me with no response. They give no phone number for contact. I have not received the product to this date. Thank You for your help.Desired Settlement: I would like a refund or receive my product.

Review: I ordered this product on 12/7 in hopes it would be received by Christmas. Their website didn't indicate there was any backlog or non-ability to just order and receive. So it didn't come and no tracking number. So I started making calls to them and emails, to see if it would arrive by Christmas, then after complaining many times they finally put an update that they would be shipping right after Christmas, like 12/29. So it is almost March and I am getting no formal communication, just I have to complain and I have been fed so many excuses to the latest being they decided to keep their product inhouse to do a firmware update... it is all just excuses, they have had 200$ of mine noe for 3 months. With no communication. This is their OWN website, see what other customers have to say: [redacted]-shipping-updatesDesired Settlement: I want the product I ordered AND WAS PROMISED in December. I think the company should compensate everyone for 200$ worth of interest from the date they originally promised us the product. They have been able to enjoy that money since December, and earlier. There should be a class action settlement for stealing people's money for 3 months, and giving fake promises... I don't even believe the latest update which was they would ship on the 24th... it is 4 days later and no tracking number.

Business

Response:

The customer is mistaken on a number of accounts. First, on or around 12/10/13 we publicly stated that we would not be able to deliver units in time for Christmas. We were very disappointed that we could not deliver to our customers on Christmas, but we did not keep it a secret. In addition to announcing it on our website, we also announced it on our Facebook homepage page, in part, so that customers who placed orders through our website could request a refund if they so desired. All website initiated orders are eligible for a full refund, provided the order cancellation is received prior to shipment. This customer has made no such request.

Second, the customer states that he “started making calls…and emails” to us, however this is completely false. The customer could not have called us because at that time, we only interacted with customers through the use of email, so there was no number for him to call. That being the case, we do not have any emails from this customer’s email address in our system. To the best of our knowledge, this customer has never attempted to contact us.

Our customer service team interacts with dozens of our customers on a daily basis. In fact, they have literally responded to thousands of customer inquiries over the past few months. That this particular customer claims to have been unable to get in touch with us for several months is, to say the least, a little puzzling since so many other customers had no problem doing so.

Based on this customer’s claim that he tried to call us (which he could not possibly do) and email us (of which we have absolutely no record), we doubt very much the integrity of this complaint.

Furthermore, if this customer were truly concerned about his purchase money, he could have cancelled his order at any time and re-placed it after shipping had begun. He did not do so.

We find this complaint to be without merit.

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.

[In regards to calls, the company is correct my apologies, I contacted them via email, so they are correct, however, we are not disputing them not answering the phone, I can provide their email response on at least 3 different occasions after I threatened a lawsuit. So their claims that I have not contacted them is purely a lie. I have those all saved in my gmail. But again, this is smoke and mirrors... It is March 18, 2014, I ordered this product in 2013. They even said in the email response to you, we couldn't make Christmas although we hoped to... ok IT IS MARCH. I would gladly take the interest of 8.99% for my 200 I gave them back in December for a product I have yet to receive. It is very simple... my complaint is I paid for a product last year, and don't have it TODAY. so we can sit and debate that I typed calls instead of emails, or debate that they missed their Christmas deadline, but I sit here 3 months later with nothing but a 200 debit to my account. Their website reads (TODAY) The very first SkyBells were released Friday the 17th. International Indiegogo orders are scheduled to start shipping the week of February 24th. Website orders are scheduled to start shipping near the end of the week of February 24th. This is a perfect example of how they take our money and don't update us. I am not sure what shipping company they are using, but I am unfamiliar with anything that takes a month to arrive via shipping, this is exactly the horrible customer service and lack of communication that they give. This proves my point, they don't give customers updates. Don't take my word, read (FROM THEIR OWN WEBSITE) their other customers opinions: [redacted] through the 5 pages of comments of other people who also get no communication updates. I will cut and paste some of the comments, please keep in mind this isn't from me, these are their other customers, they cannot call us all liars:

Can we PLEASE get some reliable and truthful information about delivery internationally? How do I cancel the purchase! When does shipping really start? Please tell us. what is company phone number. How should cancel the order? my order number #[redacted] till now I didnt recieve my item and you have a very bad service no support only auto massage send it to us All the people payed with pay pal should contact payl pal so as I did and then we will see if we are getting any answers you should be ashamed! I ordered the Skybell before Christmas & have yet to receive it. Can you give me some idea of when it will ship? My friend got his. when will I receive it its been over 2 months and you said we would have the first week of Feb Dammit. Poor service and NO response. PLEASE give us an update about international shipping! If we did bussiness like this in Holland (Europe) we would be be in jail! Order > Paid > No Respond! 2 Star Review on Amazon after months of delays and customer complaints When should I expect my device .. its been several months

]

Regards,

Business

Response:

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.

Review: I ordered accessory part for a digital doorbell and never received the product. They sent is USPS and sent a tracking number. I called the post office and they said the package is lost. I relayed this to the company and they refuse to resend the product. This accessory is for a $200 doorbell that I already installed. The door bell cannot work without these accessories so I need them. They refuse to do anything to get me my product so now I am stuck with a doorbell device which does not work. Their customer service is horrible but now they are ripping me off.Desired Settlement: I want the product delivered immediately as I order this and paid for this on March 26. This is just so unprofessional as they told me to go to my credit card account and deny the charge instead of providing the product or crediting my account. It is a ripoff.

Review: Have previously attempted to call ([redacted], email ([redacted]), and post to company's customer service portal (skybell.com) that the device purchased appears unsafe and request warranty replacement/refund -- no response. Followed all directions and had a transformer burn out, and the unit become unresponsive. Also, the instructions called for adding a resistor that caused a cosmetic burn to my home. I was able to cut power immediately when I noticed the smell, otherwise it probably would have been worse. I would like either a confirmed working unit or a complete refund, and the availability of a telephone consultation if the replacement product fails in an identical way.Desired Settlement: I would like a unit that functions materially as they claim it can. If not I want a full refund. I would like an allowance for the transformer I had to purchase, which could be to not charge to ship/return a replacement product. I'm a little more concerned that this company does not appear to respond to requests. This product was ordered in October of 2013, not received until March 2014; cutting warranty by 5 months before it's even installed. I would like a full 12 months warranty.

Business

Response:

To the Revdex.com:

We have reviewed the complaint by the customer. Our customer service team had email interactions with this customer on March 14, 26 and 27th. Based on the customer’s responses it appears as if the customer had initially installed their SkyBell with a digital door chime. Our website and our installation manual have several clear disclaimers stating that our product is not compatible with digital door chimes. If this customer attempted such an installation, it could have damaged the device, which would have been further exaggerated when the customer attempted to use a resistor instead of a door chime during his second installation.

Our product (lime many digital home products) must be installed correctly the first time, or it could cause irreparable damage to the device. Below are samples of some of the disclaimers and warnings available on our website (www.skybell.com).

If a customer incorrectly installs a SkyBell and subsequently damages their device, that is not covered by our Limited Warranty. As stated in

Section 6 subparagraph ii, the Warranty does not cover “damaged caused by…misuse”.

We would recommend that this customer continue to work with our customer service agents to determine if the damage was caused by a faulty device or customer’s improper installation.

With respect to extending a warranty, it is our company policy that if a product is delayed in shipping, a customer’s warranty period will begin on the date the customer actually receives the product (as opposed to the date of purchase). The customer’s warranty will not be negatively impacted by a shipping delay.

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.

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,