Swagtron

Initial Business Response / [redacted] (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 business daysTo clarify, we did not advise customer that there was a lack of communication on her part with usIt 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, parcel was delivered on 12/04/at 2:P.M., and left at your CUSTOMER'S FRONT DOOR UPS has made multiple unsuccessful attempts to contact the receiverAs a result, the package investigation has been closedThe 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 conductedWe 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 Thoverboard to the customer Initial Consumer Rebuttal / [redacted] (2000, 7, 2018/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The replacement was recievedI appreciate the response

Initial Business Response / [redacted] (1000, 5, 2017/02/08) */ We have reached out to this customer to setup a refund for the unit they are requestingThe customer has not yet contacted us back as to which board they would like a UPS investigation for

Initial Business Response / [redacted] (1000, 5, 2017/03/22) */ The recall guidelines set by the CPSC state that Swagway will either retrofit an Xbattery purchased before February 1st, 2016, or the customer can choose to receive a [redacted] voucher toward the purchase of a Swagtron Tor TThis customer agreed to receive the [redacted] voucher as per the recall guidelinesWe have reached out to the customer via email if they would like to switch their voucher request to a battery swapThank you Initial Consumer Rebuttal / [redacted] (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 complaintThis 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 unitI 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 requirementsClearly that was a 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 criteriaI 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: Replacement of my original Swagway Xunit 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." Full refund of [redacted] for the Swagway Xdevice that was sold to me as an unsafe unit Replacement of my original Swagway Xunit with a new Swagtron Tor Tdevice that is being marketed as a safe alternative to the Swagway X Regards, M [redacted] Final Consumer Response / [redacted] (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 previouslyNone of these items have been addressedThe company has also not provided me any confirmation of the safety of the product they are offering Final Business Response / [redacted] (4000, 17, 2017/04/12) */ We have answered some of the questions the customer has posedWe have also provided the customer with various safety features of our products with web links to support them, as they have requestedWe 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

Final Consumer Response / [redacted] (2000, 16, 2015/12/21) */ Swag way has fixed our segwayWe received it and it is working Thank you [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/02/03) */ Contact Name and Title: Agnes - Swagway Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @swagway.com Hello and thanks from your purchaseI see that you bought your board from Evine and you have no purchase of an accidental warranty from usI also see that your unit has been inspected by tech and you received a message from them stating that you would need to pay for the repair since cosmetic damage to the board is not covered under the manufacturer's defect warrantyPlease review your messages and let us know how you would like to proceedAlso, your statement about your number being blocked is falseWe have no such feature and are always willing to helpSorry for any inconvenience OFFER: Board is ready to be prepared once the buyer pays the invoice sentNo refunds can be offered for purchases from other vendors Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Email was received as of 2/thanks for get back but tried reaching out to customer service was told to just respond, not sure how im supose to pay was not given any optionsRep said I would get email when it was fixed and that could take a couple more weeks.Very dissatisfied on delayHow can I get this board fixedand returned to me asap? Final Consumer Response / [redacted] (2000, 11, 2016/02/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response / [redacted] (4000, 9, 2016/02/10) */ Contact Name and Title: Agnes - Swagway Hello again, Your unit is on the UPS vehicle for delivery today Thanks for your cooperation! OFFER:

Initial Business Response / [redacted] (1000, 5, 2017/01/31) */ We have reached out to this customer via emailWe agree to the customer's desired resolutionPrepaid labels and a box kit have been issued to the customer to send the unit back for repairs / battery swap

Initial Business Response / [redacted] (1000, 5, 2017/05/25) */ We've reached out to this customer via phoneThere was an address issue with this customer that has since been correctedWe have already sent this customer a box kit as per their initial requestWe will be expediting this process for the customer as a result Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company had verified my address via email multiple times but said their system had a glitch that kept Shipping it to the old addressHopefully the box arrives this time and they get the replacement sent timely

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

Initial Business Response / [redacted] (1000, 5, 2017/01/11) */ We agree to the customer's desired resolution. We have sent prepaid labels as the customer has request to return the item back to us. We have never denied a refund to this customer, nor have we denied the customer the ability to return the... item.

Initial Business Response / [redacted] (1000, 5, 2016/02/12) */ Contact Name and Title: Agnes - Swagway Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @swagway.com Hello and thanks for your purchase First of all, you only received the repair fee statement because you initially filled out the wrong RMA formSecondly, as you were informed on 2/5, your replacement shipped and was delivered on the 10th according to UPS tracking confirmation Thanks and have a blessed day! OFFER: Buyer received her replacement days ago :-) Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received the supposedly brand new but defective product in DecemberI called and emailed several times, most of which went unresponded toInstead of giving me a refund after they received the returned product in January, as was promised, they did nothing for one month, until they were contacted by American Express, per my second disputeThey did not do as instructed or as promised on any given occasionTheir customer service is virtually non-existent and I want no further dealings with themIf I filled out the wrong RMA form it was because I go NO direction or response from Swagway Final Business Response / [redacted] (4000, 9, 2016/02/22) */ Contact Name and Title: Agnes - Swagway Since you want no further dealings with us, we hope you enjoy your item OFFER: Thanks for your understandingHave a wonderful day!

Initial Business Response / [redacted] (1000, 5, 2016/10/10) */ [redacted] Hello, and thank you for contacting us! 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, 2016/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response because the hoverboard is brand new & I am taking a loss by accepting a repair or a credit voucherSwagway should atleast replace the (unsafe) brand new hoverboard with a (safe) brand new hoverboardThe only reason we purchased from Swagway is because Ellen DeGeneres advertised on her show so I felt comfortable purchasing if Ellen would give away on her showNow Swagway has conveniently changed their name to Swagtron for some reason Let's come to an agreement so there's no additional time spent on this issue Final Consumer Response / [redacted] (4200, 24, 2016/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a total of HoverboardsUsed & Brand New that has not been opened nor out the boxI have returned the used Hoverboards & I still have the Brand New/Unopened Hoverboard at my houseI have not returned it because your customer service representative advised me that I would not receive an even exchange as discussed nor was it notated/documented in the notes/RMsI was treated very rude on the phone Final Business Response / [redacted] (1000, 36, 2017/01/23) */ Hello [redacted] I'm writing you today to let you know I've reached out to this customer via phone and left my contact information twice, and I've sent them an email to with my contact information onceThey have contacted me and left me a message, to which I have tried to reach back out to them, but was unsuccessfulI will continue to contact this customer until the issue is resolvedThank you Regards, [redacted] , Swagway Customer Service Manager

Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ Contact Name and Title: Agnes - Swagway Support Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @swagway.com Hello and thanks for your purchase You submitted a return form less than hours before filing this complaintAs stated in the previous message, it may take the returns department up to hours to respond due to it being the holiday return seasonThanks for your patience, understanding and cooperation OFFER: Approved repair request on 1/5pm EST

Initial Business Response / [redacted] (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 / [redacted] (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, 2017/01/11) */
We agree to this customer's desired resolutionThis customer has already been sent prepaid labels on 12/30/2016, as per their request on 12/27/
Initial Consumer Rebuttal /* (3000, 7, 2017/01/13) */
(The consumer indicated he/she DID
NOT accept the response from the business.)
I have not received any mailing labelsThis company is still requesting that I re-submit proof of purchase even though I have done so twiceThe latest request was on Friday January 6thOn December 30th I received an email requesting that I complete my return request yet again
If I get mailing labels I will return the package within hours when can I expect a refund ?
Thank You

Initial Business Response /* (1000, 5, 2017/03/31) */
We have reached out to this customer via emailWe agree to the customer's desired resolutionWe have issued a full refund to this customerThis was a shipping label error
Initial Consumer Rebuttal /* (2000, 7, 2017/04/04) */
(The
consumer indicated he/she ACCEPTED the response from the business.)
The company issued me a refund so I am happyI couldn't imagine paying *** for an empty box

Initial Business Response /* (1000, 5, 2016/12/29) */
We agree to the customer's desired resolutionThe customer has already been refunded for both unitsTransaction ID: XXXXXXXXXXX

Initial Business Response /* (1000, 5, 2017/06/08) */
We have reached out to this customer via phoneWe will be replacing their nonfunctional unit for a new unit as per the customer's desired resolution

Initial Business Response /* (1000, 5, 2017/05/10) */
We have reached out to this customer via phone we have provided them with several avenues for them to receive a replacement unit

Initial Business Response /* (1000, 5, 2017/09/08) */
We have already started the process of sending the customer a brand new, tested Swagtron Tas per their requestThe unit will be shipping out of our facility with tracking number: ***

Initial Business Response /* (1000, 5, 2017/04/06) */
This customer should already have their box kitUPS states it was delivered 4/4/We will give the customer their requested voucher when we receive the unit back from them as per their desired resolution
Initial Consumer Rebuttal /*
(2000, 8, 2017/04/19) */
yes it has been resolvedTo be clear, their response would indicate the box was enroute to my house when I submitted the complaintThis was not the caseThey shipped the box after the complaint was logged, likely in response to this complaint
I did receive the box, returned the hover board and received the coupon
Thank you,
***