Swagtron

Initial Business Response /* (1000, 5, 2017/03/22) */
The recall guidelines set by the CPSC state that Swagway will either retrofit an X1 battery purchased before February 1st, 2016, or the customer can choose to receive a [redacted] voucher toward the purchase of a Swagtron T1 or T3. This customer...

agreed to receive the [redacted] voucher as per the recall guidelines. We have reached out to the customer via email if they would like to switch their voucher request to a battery swap. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2017/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company, Swagway or Swagtron, - I'm still not sure what they call themselves these days to avoid any further erosion of their reputation, has not fully responded to my original complaint. This includes an explanation of why they renamed the company, the customer service I've received and, lastly, why they offered me a "new" replacement model that now sells for only [redacted] and is still not guaranteed to be safe (I bought the unit for [redacted] In addition, this model does not match the color of my originally purchased unit. I paid [redacted] for the old model that was deemed unsafe, although when I purchased this old model the company had a statement on their website ensuring that it met all safety requirements. Clearly that was a false statement.
The other option presented to me by Swagway/Swagtron is to obtain a [redacted] voucher towards the purchase of a new, safe unit that this renamed company now sells and deems to meet acceptable safety criteria. I will not accept that I have to spend a total of [redacted] to buy a safe hoverboard from this company [redacted] original purchase price plus the [redacted] difference towards the cost of a new unit).
Bottom line, I expect either:
1. Replacement of my original Swagway X1 unit with a guaranteed safe device of the same model, including a [redacted] refund which accounts for the reduction in purchase price of a "new, yet old model."
2. Full refund of [redacted] for the Swagway X1 device that was sold to me as an unsafe unit.
3. Replacement of my original Swagway X1 unit with a new Swagtron T1 or T3 device that is being marketed as a safe alternative to the Swagway X1.
Regards,
M. [redacted]
Final Consumer Response /* (4200, 15, 2017/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still expecting Swagtron/Swagway to address the questions and concerns I've raised previously. None of these items have been addressed. The company has also not provided me any confirmation of the safety of the product they are offering.
Final Business Response /* (4000, 17, 2017/04/12) */
We have answered some of the questions the customer has posed. We have also provided the customer with various safety features of our products with web links to support them, as they have requested. We have offered the customer a replacement unit, and are currently requesting that the customer choose a color of their choice, so that we may resolve this matter for them.

Initial Business Response /* (1000, 5, 2016/02/26) */
Contact Name and Title: [redacted] - Swagway
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello and thanks for your purchase.
Sorry to hear this. You did not pay $499.99, for the record.
Please fill out this RMA form and...

submit it online. Someone from our returns department will contact you via e-mail within 72 business hours with instructions for returning the item. For the item SKU, you can simply type "NA."
Hope this helps!
http://returns.swagway.com/ (Swagway.com customers ONLY)
http://repairs.swagway.com/ (all other vendors)
OFFER:
Pre-paid label will gladly be authorized.
Thanks and have a wonderful day!
Initial Consumer Rebuttal /* (3000, 7, 2016/02/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to admit that there was a mistake in the price when I entered it in. The price I paid was $399.99, this was a human error on my part and or typo. The seller did pay shipping however, I e-mail the seller on Feb. 25th 2016, 5 days ago and did not receive a reply in regards to my concern of me not wanting a repaired item. I want to make it clear that if they are sending the same scooter fixed, I am NOT interested. I paid for a new item and that is what I want otherwise I would like a full refund for what I paid. If I want a refurbished or used item, I would have spent the lesser amount but I paid for the new item because I wanted the warranty for the year. The seller hasn't responded to me stating that they will send a new item as I intended to buy nor have they responded to my e-mail of concern. They did however pay the shipping for the item to be shipped back, which I was grateful for but I want to make it clear to the seller that I want a new, undamaged scooter, that is not a refurbished and or used. I paid for a new one and that is what I intend to have otherwise I would like a full refund of the purchase price of $399.99.
Final Business Response /* (4000, 13, 2016/03/09) */
3/9/2016 DELIVERED
PARKER CO XXXXX
Final Consumer Response /* (2000, 15, 2016/03/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2017/03/31) */
We have reached out to this customer via email. We will be sending the customer their retrofitted board as soon as possible as per the CPSC guidelines for the recall.
Initial Consumer Rebuttal /* (2000, 8, 2017/04/17) */
It has been...

resolved. Thank you for following up. It took them 7 months to resolve which was unacceptable.

Initial Business Response /* (1000, 5, 2016/01/27) */
Contact Name and Title: Agnes - Swagway
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello and thanks for your purchase. For the record, your item was shipped to us in terrible shape and without proper packaging. The techs...

did repair the board internally and ship it back to you in the same physical condition it was received. Sorry for any inconvenience
OFFER:
Normally, we do not accept returns for refund after 30 days, but I will make an exception if it is back at our facility in proper packaging within 7 days. I have sent a label.

Initial Business Response /* (1000, 5, 2018/01/18) */
In checking past emails between the customer and our service department, we found that our response time remained within about 2 business days. To clarify, we did not advise customer that there was a lack of communication on her part with us. It...

was UPS' claim that they were not able to successfully reach the customer.
This was the notification we had received from UPS in regards to this investigation:
"UPS was notified that your package was not received and as a result a lost package investigation was initiated.
According to our records, 1 parcel was delivered on 12/04/17 at 2:59 P.M., and left at your CUSTOMER'S FRONT DOOR.
UPS has made multiple unsuccessful attempts to contact the receiver. As a result, the package investigation has been closed. The receiver must contact UPS at 1-800-PICK-UPS as soon as possible to reopen the investigation.
Once we have spoken with the receiver, the package investigation will be conducted. We apologize for any inconvenience this may have caused."
In anticipation of the UPS investigation concluding that the package was lost, we will send an advanced replacement white T5 hoverboard to the customer.
Initial Consumer Rebuttal /* (2000, 7, 2018/01/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The replacement was recieved. I appreciate the response.

Initial Business Response /* (1000, 6, 2016/01/29) */
Contact Name and Title: Agnes - Swagway
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Buyer has been refunded.
OFFER:
Buyer has been refunded
Sorry for the delay
Have a blessed day
Initial Consumer Rebuttal /*...

(2000, 8, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's a shame that follow up was done so late. But this is ok

Initial Business Response /* (1000, 5, 2017/02/24) */
An email containing prepaid shipping labels to return the item for retrofitting was sent to the customer on 10-21-2016 and again on 1-23-2017. A box kit was sent to the customer on 1-23-2017, and delivered 1-31-2017 via tracking number:...

[redacted] to the address that the customer had provided for the product recall:
242-02 61ave
[redacted] XXXXX
We have met the required steps as per the recall to retrieve the item from the customer, but have not received the item back from the customer.
We have asked that the customer provide a new shipping address if need be, and if they need their shipping labels sent to them again. We will retrofit their unit with a new battery as per the recall guidelines set forth by the CPSC.

Initial Business Response /* (1000, 9, 2016/01/07) */
Contact Name and Title: [redacted] - Swagway Support
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello and thanks for your purchase. I do apologize for the unfortunate experience. After your order was placed, it was shipped to...

you in a timely manner. Once tracking confirmed that the package arrived in NY, it also stated the UPS could no longer verify its exact location. At this point in time, we immediately launched a UPS lost claim. They completed their investigation on the 18th. In the meantime, we received this message from you: "It was scheduled to be delivered on 12/9/15 and it has still not arrived. The item needs to be received by 12/24/15 so we had no other choice but to cancel this order and purchase it in a store to confirm it would be received in time." This message confirms that you were no longer interested in receiving the item, therefore you would receive a refund once the UPS claim was issued. Upon attempting to issue a refund, we were notified that you had executed a chargeback.
OFFER:
No offer - customer performed a chargeback

Initial Business Response /* (1000, 5, 2016/12/29) */
We have reached out to this customer via phone. We have successfully come to a resolution that the customer was happy with.
Initial Consumer Rebuttal /* (2000, 7, 2017/01/03) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)

Final Consumer Response /* (2000, 6, 2017/03/23) */
Please CANCEL request. After a long day, they finally shipped our product. I received shipping confirmation this evening. Thank you!!

Initial Business Response /* (1000, 9, 2016/01/07) */
Contact Name and Title: Agnes - Swagway Support
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello and thanks for your purchase. We stand behind our product 110%. In the event that you would like to return your product...

unopened, we still do need you to fill out a return form. Once the item reaches our facility, we can proceed.
Sorry for any inconvenience or miscommunication along the way.
OFFER:
Return label and full refund if the unit is indeed sent back unopened.

Initial Business Response /* (1000, 5, 2016/02/10) */
Contact Name and Title: Agnes - Swagway
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello and thanks for your purchase.
I do apologize for the delay. The tech department is currently backed up. Your item will be...

repaired in the order it was received. We have a full staff working around the clock to get your item back to you as quickly and efficiently as possible. You will receive a message when it is done and it will ship that day.
We appreciate your understanding and cooperation in this matter.
OFFER:
For the sake of customer satisfaction and closing this matter, I am willing to ship you a replacement unit as soon as you agree. Thanks!!
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Because all I wanted was a working product for my son, I accept the offer to replacement the defective unit.
Final Consumer Response /* (3000, 20, 2016/02/24) */
I do not accept their resolution. The initial resolution was that I would be sent a new product. That did not happen, they sent back my original "repaired." In the resolution, they indicated that they would send me a new unit was I accepted the resolution. Additionally, the new response references that fact that I purchased my unit from a third party, as though that is a factor in my resolution. The warranty information included in the original packaging from the manufacturer specifically states that if the consumer has ANY issues with the product to NOT return it to the point of sale, but yet directly to Swagway...which is what I did. I now wish that I had requested a return through the company from which I purchased, as I'm sure that I would have had a new unit 6 weeks ago. Additionally, I was told to use the company contact information in the future because Revdex.com correspondence is delayed. I have used that contact information numerous times, to no avail. The hold time is astronomical, and even after holding the system will cut you off after a certain amount of time and tell you to call back later. I am not satisfied with the service I have received, nor the outcome of the complaint
Final Business Response /* (4000, 22, 2016/02/26) */
Contact Name and Title: [redacted] - Swagway
You received the unit on the 23rd. Amidst all this going back and forth, the techs reached your unit and sent it back to you.
OFFER:
Thanks and have a nice day!

Initial Business Response /* (1000, 5, 2016/12/23) */
We agree to the customer's desired resolution. The prepaid labels as per the customer's request have been sent to them. Awaiting the customer to send the unit back.
Initial Consumer Rebuttal /* (2000, 7, 2016/12/27) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)
Returned broken unit. Waiting to receive a new unit to see if satisfied.