Solucao Money Transfers

Initial Business Response /* (1000, 16, 2015/12/08) */
We contacted the customer, apologized and offered to replace the smartpen for him, since his warranty was valid when he originally contacted usWe also reviewed this ticket with the agent to ensure we prevent this from happening again
Initial Consumer Rebuttal /* (3000, 18, 2015/12/09) */
I am satisfied with the offer of a refurbished deviceThe business is supposed to ship it to my houseWhen it arrives I will consider this matter closed/satisfied

Initial Business Response /* (1000, 14, 2015/11/18) */
Based on the maintenance information provided above in #3, Mr*** did not properly maintain his smartpenWe recommend a complete battery cycle (drain and recharge) be performed each month on top of regular usage of the pen; Mr***
stated he stored his Echo smartpen for "a few years"
Please see attached for Mr***'s communication with Customer SupportIn response to his email, the Support agent asked for his serial number so they could verify his warranty statusThe serial number provided, ***, is registered to ***@gmail.com in ***Had the smartpen been under warranty (registered on 07/14/so warranty for OLED expired on 07/14/2013), he would've been asked to provide proof of ownership by registering the smartpen to his email account
Regardless of Mr***'s out-of-warranty warranty status, we can make an exception and provide him with a replacement unitHe can email me directly at ***@livescribe.com for a replacement

Initial Business Response /* (1000, 15, 2015/12/08) */
The customer purchased his pen in 2010, and the Pulse pen product (which has since been discontinued) had a year warranty on itSince the pen is now years out of warranty, we stand by the discounts offered on the purchase of a new pen,
but we are not replacing discontinued Pulse pens with new onesThe customer is welcome to contact us to restart the conversation for options of purchasing a new replacement pen

Initial Business Response /* (1000, 18, 2015/12/09) */
We called her and apologized for the time it took to get a satisfactory resolution to this issueEverything is taken care of now and the inquiry can be closed
Initial Consumer Rebuttal /* (2000, 20, 2015/12/11) */
(The consumer indicated
he/she ACCEPTED the response from the business.)
I received a call on 12/8/after the Revdex.com case was determined as UNANSWEREDThe person had NOT read through my case numbers with their company nor the Revdex.com complaint and I had to re-tell my story! I was given an apology but with a lot of excuses and he was very defensiveHe did say I could keep my old penHe also stated that even the newer display technology is expected to last only 4-years!! I do not recommend buying any products from Livescribe, or budget for replacements without the ability to transfer old materialIt took a little more than WEEKS of e-mailing, online chats, and the Revdex.com complaint to get the phone call! Worst customer service I have ever experienced

Initial Business Response /* (1000, 7, 2015/11/18) */
If she falls within the warranty period, we would be happy to send her a replacement unit. Please have her email me directly at [redacted]@livescribe.com.