: I’m so sorry to hear the difficulties experienced with this orderIf you have not yet upgraded, I would like the opportunity to make this right for you Please let me know if you would be interested in this and I’ll be happy to upgrade you to our most robust HD Skybell model
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 belowThank 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]
I’m very sorry to hear that this customer received inadequate communication I have reviewed the case documents and would like to apologize for the treatment provided to [redacted] Please let me know if he did indeed receive his missing adapter and wedge kit
Hello, I'm sorry to hear of the difficulties that you have experienced with your Version SkyBellI have reviewed your ticket history and see ticket created in July I've attached this for your reviewYou are stating that you messaged multiple times, did you use a secondary email address? SkyBell offers a year warranty and it looks like, when we requested your proof of purchase, you could not provide this for the warranty replacementI am happy to help you out with an offer of an upgrade, since you are so far outside of your warranty periodYou can contact me directly for a coupon code to purchase a new one directly from SkyBellMy direct contact email is: [redacted] @skybell.com If there is anything additional we can assist you with, feel free to contact me directlyBest Regards, [redacted]
Hello, please accept our apologies for the delayed response to your claimIn 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 powerWe do not have any additional calls for assistance after this callRefunds can only be issued when purchased directly through our company as we did not sell the item directly to youI will, however, take care of this issue for you and issue you a refundI 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]
Hello, please accept our apologies for the delayed response to your claimI am very sorry to hear the issues your experienced with your VSkybellUnfortunately, we will not be able to issue a refund as it was not purchased directly from usRefunds are issued at the point of purchaseI will, however, be happy to upgrade you to a free HD SkybellPlease feel free to contact me so I can facilitate an HD replacement unit for you
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]
Dear ***, 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 productAs 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]
From: [redacted] *** < [redacted] > /> Date: Tue, Nov 25, at 5:AM Subject: Re: You have a new message from the Revdex.comTo: "[email protected]" Hi, Skybell has sent me replacement product Please close this case Thank you for your assistance Your help is greatly appreciated Regards, [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 situationWaiting a year, as you have expressed, is absolutely unacceptableI 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 resolutionI 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 communityIf you require any further assistance, please do not hesitate to contact us at your earliest convenience! [redacted]
*** Our last contact with this customer was Feb where we asked [redacted] for his actual speed test results as we really believe that it is the upload speed causing the issueMost customers that have a 20Mbps upload speed is very uncommon so we believe there may be some confusionWe’re more than happy to send him a new device if he’ll pay for shipping but we’ll also require him to send his original device back to usThis ensures we don’t have customers selling their original devices unauthorizedAs previously stated, he didn’t respond to our 2/28/request for a screenshot of his upload speed test I will email [redacted] with a Cc to you Best regards, [redacted] *** | Customer Service | [redacted]
I am so sorry to hear that a refund had not been issued in the time promisedI am happy to provide this (via check) for this orderPlease have the customer contact me directly so I can get their details on where to send this check to Phone number (949) 829-*** and ask for [redacted] [redacted]
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 websiteHe 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 documentsThey exist for a reason and cannot be ignored just because it is convenient to do soTerms and Conditions contain disclaimers as well as important information which are intended to protect both consumers and vendorsThe 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 websiteThere 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 AgreementsThat 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 stacompanyThe benefit, in this instance, was a perk which entitled him to receive a product for approximately ½ of the retail costThe 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 anywayHe accepted his perkFor 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 noneFurthermore, there is no basis for the customer’s assertion that it is “industry practice” to provide refundsTo 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 thatIt 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 futureRefunds, however, were never part of our campaign offer Below are some excerpts from Indiegogo’s websiteAs 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 operatesThis 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 ContributionAll Contributions are made voluntarily and at your sole discretion and riskIndiegogo doesn't guarantee that Contributions will be used as promised, that Campaign Owners will deliver Perks, or that the Campaign will achieve its goalsIndiegogo 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 ServiceYou are solely responsible for determining how to treat your Contribution and receipt of any Perks for tax purposes How Refunds Work Contributions are nonrefundableWe 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 amountsPerks 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 buttonIf you do not see any perks listed, the campaign owner may have decided not to offer any perksYou will need to contribute at least the amount listed to claim the associated perkPerks 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 storeContributors are backing an idea, not purchasing a pre-made projectLike anyone contributing to an early-stage project, you accept the risk that the project might not come to fruitionWe leave it up to you to make your own judgment about the merit of a campaign before making a contribution
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 factsWe 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 customersThat we do, is a courtesy to our customers because we value their businessIf 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 communicationAgain, having substandard customer communication is regrettable, but not a crime Nonetheless, we would argue that our customer communication has been exceptionalOn average, we sent out a customer update approximately every days which the overwhelming majority (approximately 99.5%) of our customers found satisfactory Still, a very small, but vocal, minority were displeasedBased 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 themManaging a manufacturing schedule and a distribution process is an extremely challenging task, riddled with countless challengesOur product delays are not the result of malice, but rather the uncertainty associated with running a small businessThat 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 deadlineIf 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 scheduleSome 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 backWe 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 deviceHis 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 contributionIt 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 campaignBoth 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 shortfallBoth 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 customersWe 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 oneOur customer service support team will also work diligently with customers to resolve any issueThese 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 conductIn an attempt to coerce this company into providing the remedy he demanded, this customer engaged in harassing and bullying behaviorThe 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 membersFrom 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 contributionsWe also hope the Revdex.com will support us in condemning the type of petulant behavior exhibited by this customer
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 solutionSo yes, I became exceedingly upset, as you had stuck me with two useless doorbells I do not want, and ran off with my moneyYou 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 yearI 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 warrantyYou 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 reasonHad you honored the arrangement between [redacted] and myself, or your own legally binding warranty, this would have been no issueAs things are, I will be contacting my bank immediately to request a chargeback and to report you for fraudI will also be filing small claims lawsuit against you, [redacted] ***, [redacted] , and Skybell
I’m very sorry to hear that this customer received inadequate communicationSkyBell reserves the right to cancel or refuse any order for any reason and at any timeThis includes after an order has been submitted, whether or not the order has been confirmedWe 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
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 $restocking fee for devices returned to us within a day period from the date of purchaseOur full return policy can be viewed at [redacted] This customer’s situation is uniqueWe 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 workThe customer’s initial email to our customer service, received on March 28, 2014, indicated his home was equipped with a Nutone LD-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 chimesAt 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 AmazonUnfortunately, the customer took neither course of actionIt 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 soWe stand behind that offer, however our standard deductions will apply
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 websiteDue to this, there will not be anything further that can be done because of the violation of conduct receivedPer 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
Revdex.com: In response to the last email, I called the number [redacted] to speak to [redacted] I could not get a live human to speak to me to place my request to speak to [redacted] She did not provide a direct line number It has been my experience in the past that it has been very difficult to communicate with them This time it proves it as well I don't have the email address of Ms [redacted] Therefore, I have to ask you to pass this message to her: the refund check should be sent to [redacted] *** [redacted] ***I can be reached at [redacted] Thank you [redacted] ***
: I’m so sorry to hear the difficulties experienced with this orderIf you have not yet upgraded, I would like the opportunity to make this right for you Please let me know if you would be interested in this and I’ll be happy to upgrade you to our most robust HD Skybell model
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 belowThank 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]
I’m very sorry to hear that this customer received inadequate communication I have reviewed the case documents and would like to apologize for the treatment provided to [redacted] Please let me know if he did indeed receive his missing adapter and wedge kit
Hello, I'm sorry to hear of the difficulties that you have experienced with your Version SkyBellI have reviewed your ticket history and see ticket created in July I've attached this for your reviewYou are stating that you messaged multiple times, did you use a secondary email address? SkyBell offers a year warranty and it looks like, when we requested your proof of purchase, you could not provide this for the warranty replacementI am happy to help you out with an offer of an upgrade, since you are so far outside of your warranty periodYou can contact me directly for a coupon code to purchase a new one directly from SkyBellMy direct contact email is: [redacted] @skybell.com If there is anything additional we can assist you with, feel free to contact me directlyBest Regards, [redacted]
Hello, please accept our apologies for the delayed response to your claimIn 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 powerWe do not have any additional calls for assistance after this callRefunds can only be issued when purchased directly through our company as we did not sell the item directly to youI will, however, take care of this issue for you and issue you a refundI 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]
Hello, please accept our apologies for the delayed response to your claimI am very sorry to hear the issues your experienced with your VSkybellUnfortunately, we will not be able to issue a refund as it was not purchased directly from usRefunds are issued at the point of purchaseI will, however, be happy to upgrade you to a free HD SkybellPlease feel free to contact me so I can facilitate an HD replacement unit for you
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]
Dear ***, 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 productAs 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]
From: [redacted] *** < [redacted] > /> Date: Tue, Nov 25, at 5:AM Subject: Re: You have a new message from the Revdex.comTo: "[email protected]" Hi, Skybell has sent me replacement product Please close this case Thank you for your assistance Your help is greatly appreciated Regards, [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 situationWaiting a year, as you have expressed, is absolutely unacceptableI 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 resolutionI 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 communityIf you require any further assistance, please do not hesitate to contact us at your earliest convenience! [redacted]
*** Our last contact with this customer was Feb where we asked [redacted] for his actual speed test results as we really believe that it is the upload speed causing the issueMost customers that have a 20Mbps upload speed is very uncommon so we believe there may be some confusionWe’re more than happy to send him a new device if he’ll pay for shipping but we’ll also require him to send his original device back to usThis ensures we don’t have customers selling their original devices unauthorizedAs previously stated, he didn’t respond to our 2/28/request for a screenshot of his upload speed test I will email [redacted] with a Cc to you Best regards, [redacted] *** | Customer Service | [redacted]
I am so sorry to hear that a refund had not been issued in the time promisedI am happy to provide this (via check) for this orderPlease have the customer contact me directly so I can get their details on where to send this check to Phone number (949) 829-*** and ask for [redacted] [redacted]
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 websiteHe 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 documentsThey exist for a reason and cannot be ignored just because it is convenient to do soTerms and Conditions contain disclaimers as well as important information which are intended to protect both consumers and vendorsThe 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 websiteThere 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 AgreementsThat 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 stacompanyThe benefit, in this instance, was a perk which entitled him to receive a product for approximately ½ of the retail costThe 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 anywayHe accepted his perkFor 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 noneFurthermore, there is no basis for the customer’s assertion that it is “industry practice” to provide refundsTo 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 thatIt 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 futureRefunds, however, were never part of our campaign offer Below are some excerpts from Indiegogo’s websiteAs 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 operatesThis 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 ContributionAll Contributions are made voluntarily and at your sole discretion and riskIndiegogo doesn't guarantee that Contributions will be used as promised, that Campaign Owners will deliver Perks, or that the Campaign will achieve its goalsIndiegogo 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 ServiceYou are solely responsible for determining how to treat your Contribution and receipt of any Perks for tax purposes How Refunds Work Contributions are nonrefundableWe 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 amountsPerks 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 buttonIf you do not see any perks listed, the campaign owner may have decided not to offer any perksYou will need to contribute at least the amount listed to claim the associated perkPerks 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 storeContributors are backing an idea, not purchasing a pre-made projectLike anyone contributing to an early-stage project, you accept the risk that the project might not come to fruitionWe leave it up to you to make your own judgment about the merit of a campaign before making a contribution
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 factsWe 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 customersThat we do, is a courtesy to our customers because we value their businessIf 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 communicationAgain, having substandard customer communication is regrettable, but not a crime Nonetheless, we would argue that our customer communication has been exceptionalOn average, we sent out a customer update approximately every days which the overwhelming majority (approximately 99.5%) of our customers found satisfactory Still, a very small, but vocal, minority were displeasedBased 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 themManaging a manufacturing schedule and a distribution process is an extremely challenging task, riddled with countless challengesOur product delays are not the result of malice, but rather the uncertainty associated with running a small businessThat 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 deadlineIf 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 scheduleSome 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 backWe 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 deviceHis 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 contributionIt 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 campaignBoth 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 shortfallBoth 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 customersWe 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 oneOur customer service support team will also work diligently with customers to resolve any issueThese 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 conductIn an attempt to coerce this company into providing the remedy he demanded, this customer engaged in harassing and bullying behaviorThe 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 membersFrom 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 contributionsWe also hope the Revdex.com will support us in condemning the type of petulant behavior exhibited by this customer
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 solutionSo yes, I became exceedingly upset, as you had stuck me with two useless doorbells I do not want, and ran off with my moneyYou 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 yearI 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 warrantyYou 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 reasonHad you honored the arrangement between [redacted] and myself, or your own legally binding warranty, this would have been no issueAs things are, I will be contacting my bank immediately to request a chargeback and to report you for fraudI will also be filing small claims lawsuit against you, [redacted] ***, [redacted] , and Skybell
I’m very sorry to hear that this customer received inadequate communicationSkyBell reserves the right to cancel or refuse any order for any reason and at any timeThis includes after an order has been submitted, whether or not the order has been confirmedWe 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
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 $restocking fee for devices returned to us within a day period from the date of purchaseOur full return policy can be viewed at [redacted] This customer’s situation is uniqueWe 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 workThe customer’s initial email to our customer service, received on March 28, 2014, indicated his home was equipped with a Nutone LD-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 chimesAt 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 AmazonUnfortunately, the customer took neither course of actionIt 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 soWe stand behind that offer, however our standard deductions will apply
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 websiteDue to this, there will not be anything further that can be done because of the violation of conduct receivedPer 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
Revdex.com: In response to the last email, I called the number [redacted] to speak to [redacted] I could not get a live human to speak to me to place my request to speak to [redacted] She did not provide a direct line number It has been my experience in the past that it has been very difficult to communicate with them This time it proves it as well I don't have the email address of Ms [redacted] Therefore, I have to ask you to pass this message to her: the refund check should be sent to [redacted] *** [redacted] ***I can be reached at [redacted] Thank you [redacted] ***