Swagtron

Initial Business Response / [redacted] (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 delayYour item will be repaired in the order it was receivedYou will receive an e-mail when it is complete and it will then shipThanks and sorry for any inconvenience Please note that under no circumstance [redacted] we refund a purchase from another vendor OFFER: If your item does not ship by Monday, the 15th, I will personally ship a replacement Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 9, 2017/12/26) */ The Refund for Ms [redacted] 's order# XXXXXX was issued on Decvia Amazon Pay reference# PXX-XXXXXXX-XXXXXXX-RXXXXXX, for $The customer would need to contact Amazon Pay support for further information if the funds had not yet been restored Initial Consumer Rebuttal / [redacted] (3000, 11, 2017/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We had to purchase a lower quality Swagtron Tat a much higher cost from a different business due to this irresponsible business practice Yes the refund was processed however Swagtron is taking no responsibility in regards to the incident at ordering from the to start with When I purchased the Tfrom Swagtron directly it was available for purchaseI was never notified otherwise until I did my own contacting to SwagtronThe customer service I received was a hung up phone call when the rude Manager basically told me "oh well" Final Business Response / [redacted] (4000, 13, 2017/12/28) */ The customer's refund was issued on 12/19/17, one day after she requested to cancel the order on 12/A supervisor explained to the customer that she was sorry the item was out of stock, and confirmed that there was no equivalent model available to serve as a replacement at that timeThe customer was unsatisfied with this answer, and thus requested to cancel the orderThe order was promptly cancelled and refundedThe supervisor call was reviewed by management and there was no point on the call when the supervisor stated "oh well" to the customerWe do apologize for any inconvenience that this has caused the customer

Initial Business Response / [redacted] (1000, 5, 2016/12/29) */ We agree to the customer's desired resolutionThe customer has already been refunded for both unitsTransaction ID: XXXXXXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's unacceptable how they handle business Final Consumer Response / [redacted] (2000, 8, 2016/12/30) */

Initial Business Response / [redacted] (1000, 5, 2016/02/08) */ Contact Name and Title: [redacted] - Swagway Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @swagway.com Hello and thanks for your purchase As stated in our terms and conditions, " For all returns shipping must be prepaid, insured and bearing a Return Material Authorization (RMA) number on the shipping label and/or containerAny shipping charges incurred when returning product to Swagway are the responsibility of the customer." OFFER: I will authorize a one-time pre-paid label for your RMAHave a blessed day!

Initial Business Response / [redacted] (1000, 5, 2017/01/11) */ We agree to the customer's desired resolutionWe sent prepaid labels to exchange the item for a replacement

Initial Business Response / [redacted] (1000, 5, 2017/04/06) */ We agree to the customer's desired resolutionWe have sent this customer prepaid labels and a box kit for us to receive their unitWe will be expediting this customer's repair as well to ensure a quick resolution Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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: [redacted] 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: [redacted] 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: [redacted] AND [redacted] 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 Consumer Rebuttal / [redacted] (3000, 7, 2016/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I know where the website is, had you read the complaint you would know thatI have filled out the form times and called the number provided for assistance and have received no response from anyone by phone or email and no one has sent me anything covering the shipping for this issueHow long is going to take you to repair and redeliver the item I have already paid for? My daughter has already been unable to use it for a month now waiting on you to correct the issue as it sets in my garage for fear it will catch fire! Final Business Response / [redacted] (1000, 16, 2016/09/20) */ Hello, As the customer was told after completing the initial form, the entire process could take up to 8-weeks I see that this customer already received their unit on 9/UPS: 1ZX865VXXXXXXXXXXX I do apologize for any inconvenience, but the duration of the process was made clear from the beginningI can gladly offer a complimentary carrying bag for any inconvenience Swagway Management

Initial Business Response / [redacted] (1000, 5, 2017/02/24) */ We agree to the customer's desired resolutionWe have also sent the customer prepaid labels to their email to get the item back for repairs Initial Consumer Rebuttal / [redacted] (3000, 8, 2017/03/10) */ Yes and I just obtained a box big enough for it to fit inFingers crossed they fix or replace it Thanks, [redacted] Sent from my iPhone

Initial Business Response / [redacted] (1000, 5, 2017/05/09) */ We have set the customer up for an expedited repair for their unitTheir unit will be worked on by our top Swagtron Certified Technician, put through rigorous and robust test to ensure full functionality, and then sent back to the customer Their unit will be in and out of our facility no longer than hours Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This will be the second time sending the unit back and with the fire hazard my daughter has not been able to enjoy this very expensive toyI would much rather send your unit back and get a refundWhen you spend so much on a toy your expectation is that this toy will perform Final Business Response / [redacted] (4000, 9, 2017/05/10) */ We have reached out to this customer via phoneWe have successfully come to a resolution with the customer via expediting the repair for their unit

Initial Business Response / [redacted] (1000, 5, 2016/12/23) */ After investigating the UPS tracking number tied to this customer's order, we see that item has this note in UPS: "As requested by the sender, the delivery change for this package was completed/ The sender requested that we return this package." At this time, we will be refunding the customer as per their desired solution, as the item is being return to us

Initial Business Response / [redacted] (1000, 8, 2017/01/13) */ We have already spoken to this customer and have resolved this issueThey were issued a next day air item to guarantee delivery by Christmas Tracking Number: 1ZX865VXXXXXXXXXXX

Initial Business Response / [redacted] (1000, 5, 2017/02/16) */ HelloThe response you received was stating that you were outside of the refund time frameA RMA has been sent to you Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I asked for a new replacement or refund due to the fact of the hover board never working properlyNever heard if I qualified for new replacementI was not aware of warranty just day warrantyWhy don't I qualify for new replacement Final Business Response / [redacted] (4000, 9, 2017/02/24) */ We agree to the customer's desired resolutionThe customer will be receiving a new unit Final Consumer Response / [redacted] (2000, 11, 2017/02/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/12/23) */ The customer has been sent the packaging materials they have requested for the recall to their unit back to our facility. As soon as we receive the item back from the customer, we can adhere to the customer request in regards to a replacement... for their unit. Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received the return label and packaging. Sent unit back today

Initial Business Response / [redacted] (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 (The consumer indicated he/she ACCEPTED the response from the business.) It's a shame that follow up was done so lateBut this is ok

Initial Business Response / [redacted] (1000, 5, 2016/10/26) */ Hello This a 8-week process, as statedI see that the buyer already received an RMA (return merchandise authorization) and pre-paid label for a battery swap, as requested, on 10-and is having a shipping kit delivered tomorrow (10/ UPS tracking 1ZX865VXXXXXXXXXXX) Thanks for your cooperation in this matterOnce the unit is received by us, we will quickly return it Have a great day! Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) When the process was started around 8/10/The company site stated it would take 6-weeks to complete the RMAWhen I received the email from [redacted] @swagway.com it stated it would take 8-weeksmonths to correct a bad battery is a long timeWhen I purchased this unit I received it in a few daysOk fine 8-weeks to fix my unit and have it back to meToday is 10/27/It has been months and days and im barely receiving my UPS label on 10/26/It has almost been months and my unit is still sitting and unusable for monthsThis is horrible serviceweeks will be on 11/10/so based on the original email I received for my RMA I will have my unit back to me in less than days once it put it in the mail tomorrow ? This unit has been useless for the last monthsVery Unhappy Customer and very unhappy kidsThe unit will be in the mail tomorrow 10/28/ Final Business Response / [redacted] (4000, 9, 2016/10/28) */ Hello again, The process takes "around" 8-weeksI understand that it's a long time, but we have to process the requests in the order they were received to be fair to all of our customers The good news is that once the unit is here, we generally ship them back out within business days Thanks for your understanding and cooperation

Initial Business Response / [redacted] (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 / [redacted] (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 / [redacted] (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 BBB 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 / [redacted] (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 / [redacted] (1000, 5, 2016/12/23) */ These units were tendered to UPS in time for delivery by ChristmasSadly there was an unexpcted shipping delay outside of our controlWe will work with the customer directly in regards to a partial refund

Initial Business Response / [redacted] (1000, 5, 2017/01/12) */ 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, 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 purchaseWe 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 formOnce 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 / [redacted] (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-and again on 1-23-A box kit was sent to the customer on 1-23-2017, and delivered 1-31-via tracking number: [redacted] to the address that the customer had provided for the product recall: 242-61ave [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 againWe will retrofit their unit with a new battery as per the recall guidelines set forth by the CPSC