Swagtron

Initial Business Response / [redacted] (1000, 5, 2016/08/02) */ Hello, and thank you for your contact! We at Swagway are required to follow the CPSC guidelines when participating in this recallYou can view these guidelines here: http://www.cpsc.gov/en/Recalls/2016/Self-Balancing-Scooters-Hoverboards-Recalled...⇄ These guidelines clearly state that we are to repair, not refund, the Swagway hoverboards affected by the recallWe are following the recommendation of the CPSC, as required by lawPlease read more about the recall on our recall page as well: https://swagway.com/productrecall/ Swagway is offering to replace your battery, at no charge to you, with a UL certified SentryShieldTM batteryThis includes providing a prepaid UPS label with the appropriate safety documentation and 100% of parts, labor, and return shipping to your continental US address Attached to this response, in .pdf format, is both the information contained in the websites: https://swagway.com/productrecall/ AND http://www.cpsc.gov/en/Recalls/2016/Self-Balancing-Scooters-Hoverboards-Recalled...⇄ Please note the documents have been highlighted to indicate pertinent informationThe original documents lack any highlightingThe un-highlighted and completely unedited versions of the documents are fully available at the websites listed above

Initial Business Response / [redacted] (1000, 5, 2017/01/25) */ We have reached out to this customer via phoneWe have successfully come to a resolution that the customer was happy with

Initial Business Response / [redacted] (1000, 5, 2016/12/23) */ We have sent the instructions to this customer regarding the next step in the recall process they have mentionedWe have given our corporate contact information to this customer, and will also reach out to them directly to ensure this situation is resolved Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/01/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2017/01/31) */ We have reached out to this customer via phoneWe have successfully come to a resolution that the customer was happy with

Initial Business Response / [redacted] (1000, 5, 2016/12/23) */ We have reached out to this customer via email and phone callWe have successfully come to a resolution the customer was happy with Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Manager reached out - advised my best option would be to accept a lesser model, but a brand new model with an extended warrantyI agreed(Other option was warranty and [redacted] credit.) I was advised the NEW unit would be delivered 12/28/it has not as of 01/04/Contacted the company and it has no record of my call, or order for replacementEmails to representative who answered Revdex.com complaint have gone unansweredZero resolution Final Business Response / [redacted] (4000, 9, 2017/01/13) */ We have reached out to this customer via emailWe have successfully come to a resolution that the customer was happy with

Initial Business Response / [redacted] (1000, 5, 2017/01/31) */ We have reached out to this customer via email to let them know we agree to their desired resolutionPrepaid labels have been sent to this customer to return their unit for the desired refundThank you

Initial Business Response / [redacted] (1000, 5, 2017/03/30) */ We have reached out to this customer via email on March 29th,and phone on March 30thThey will be receiving a new Xas per their desired resolution

Initial Business Response / [redacted] (1000, 5, 2017/12/07) */ We had emailed the coupon code to Mr [redacted] after receiving his unit back on 5/15/The code is meant to be valid for days upon issue, and it was extended to 9/30/We have now extended it further to be valid until the end of this monthThe code will now expire on 12/31/ Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The value of the unit is Either replace the unit or coupon the original price Final Business Response / [redacted] (4000, 9, 2017/12/11) */ The voucher code is valid for $towards the purchase of a new Tor T3, as stated on the Product Recall page of our website: https://swagtron.com/productrecall/ Mr [redacted] ***' coupon code is currently valid until the end of this year, so it may be used at this time

Initial Business Response / [redacted] (1000, 5, 2017/01/11) */ We agree to the customer's desired resolutionPrepaid labels were sent to the customerWe have received the unit, and will be issuing the refund as per their desired resolution

Initial Business Response / [redacted] (1000, 5, 2017/05/05) */ This customer has successfully used their coupons to purchase two products on April 30th, Their units have shipped out to them on May 1st, and delivered May 2nd,

Initial Business Response / [redacted] (1000, 5, 2016/12/23) */ We agree to the customer's desired resolutionThe prepaid labels as per the customer's request have been sent to themAwaiting the customer to send the unit back Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The unit has been returned and I was only refunded [redacted] instead of the [redacted] I would like to keep the case open until I am fully refundedThe fact that I received a partial refund shows how poor the communications are within the company Final Consumer Response / [redacted] (2000, 16, 2017/01/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) They credited the rest of the money today, weeks after the unit was returnedI would like to be removed from any of their mailing and call lists, per my initial request Final Business Response / [redacted] (4000, 14, 2017/01/12) */ This customer has already been fully refunded as per their desired resolution Transaction ID: XXXXXXXXXXX @ [redacted] Transaction ID: XXXXXXXXXXX @ [redacted] for the requested total of: [redacted]

Initial Business Response / [redacted] (1000, 8, 2016/09/09) */ Our records show that return authorizations were created on 8/and box kits were received on 9/The amount of time that the Swagways spend at our facility is minimal, and the rest of the time is determined by how long the customer waits to send in the Swagways Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was contacted the day after I filed the complaint regarding my returnsThey were shipped this morningNot sure why it took my complaint to be contacted after waiting some weeksI will wait to see how fast the return really takes Final Business Response / [redacted] (4000, 12, 2016/09/12) */ The Swagways are schedualed to be delivered on the 13thWith current processing times of days the Swagways will be shipping out on the or the 16th after they are inspected, tested, upgrade the battery to a UL compliant battery, re-inspect, and re-test the Swagways

Initial Business Response / [redacted] (1000, 5, 2017/01/23) */ We agree to the customer's desired resolutionWe have sent them prepaid labels to send the unit back for an exchange/repair Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/01/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 8, 2016/12/23) */ What the customer is describing is a standard pending hold used by credit card processorsWe do not have the ability to release the pending funds that the customer is describing, as that responsibility falls upon the customer's bank or credit card companyThis matter should have already been resolved by the customer's credit card companyWe apologize for the inconvenience this has caused

Initial Business Response / [redacted] (1000, 5, 2016/11/22) */ Hello, Your account has been fully refundedI do apologize for the delay and inconvenience Have a great day! Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/11/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although I am not happy that it took much too long and I had to make multiple contacts to get my refund, especially since I cancelled the order before it was processed or shipped, I do accept the response of the companyAdditionally, I will never order from this company againTheir customer service is worse than any I have ever experienced!

Initial Business Response / [redacted] (1000, 9, 2016/12/23) */ We have looked into this issue and have determined that the customer did not give us notification of the change of address prior to our shipment of the unit back to the customer's original addressThe unit that was shipped to the customer's address we had on file at the time has not yet been returnedAt this time, we would like the customer to please reach out to us so that we may solve this issue for them as soon as possible Initial Consumer Rebuttal / [redacted] (3000, 11, 2017/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have, now on three occasions, sent the correct address to the email that was provided to me ( [redacted] @swagway.com) on Sept 12, when I received the original RMA from SwagwayI had several correspondence with Swagway to little avail, even requesting a shipping label to return the product to the correct address, to which they claim they can't provide I provide the correct mailing address timely and to the appropriate email as instructed, yet I am still not being helped in any way, shape or form from Swagway

Initial Business Response / [redacted] (1000, 8, 2016/12/23) */ We have examined this case and have since shipped out the proper packaging materials as the customer has suggestedThis package containing the shipping materials has been delivered today, 12/The estimated total time for the recall process has been stated in an initial email to customer, and posted publicly on our websiteWe completed this customer's request for the shipping materials and will further proceed with this case as usual Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) While their policy may be stated, it is a completely unacceptable oneTo have a defect on an item that was for a child and cost over $400, this process is awful and unethicalThe defect was announced in August and Im 1st receiving the materials to mail it back in Decemberit will be additional weeks / months before getting the replacementVery unethical business and awful customer service Final Business Response / [redacted] (4000, 12, 2016/12/29) */ We agree to the customer's desired resolutionPrepaid labels have been sent to retrieve the unit in their possession, and will be sending them a unit in exchange Final Consumer Response / [redacted] (2000, 14, 2017/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) this was what should've been done I 1st placequick and appropriate resolutionthank you

Initial Business Response / [redacted] (1000, 5, 2017/10/23) */ Tech noted the requested repair to have been completed on RAXXXXXOnce we were notified by the customer that he encountered the issue again on Oct 16, 2017, our service team began the process of a follRA repairA new Return Authorization was created on Oct 18, (RAXXXXX) and the customer was emailed with the return instructions as well as a prepaid return shipping label, which he was provided both timesRAXXXXX was also marked for Expedited Service in our repair centerWe do not reimburse for any additional items the customer purchased in association with the return process Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept there return labelBut I wouldn't need to return my Daughter Hoover board back to them if they had repair it the first I sent it to them I am Out of [redacted] Because of there Mistake Final Consumer Response / [redacted] (2000, 11, 2017/10/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response / [redacted] (4000, 9, 2017/10/25) */ Mr [redacted] had used the prepaid return label to ship his unit to us, which we received this weekThe unit is being promptly serviced today

Initial Business Response / [redacted] (1000, 5, 2017/01/31) */ After further inspection of the returned merchandise, we agree to the customer's desired resolutionThe customer's board will be repaired without any charges to the customer Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank You

Initial Business Response / [redacted] (1000, 5, 2017/06/15) */ We have been in communication with this customer over various communication platformsWe have agreed to send the customer prepaid labels to retrieve their unit from themAfter we receive the unit, we will issue a repair, or a replacement unit for the customerThey will receive a fully functional unit back from us once they send their board in