Swagtron

Initial Business Response /* (1000, 5, 2016/11/22) */
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:
***
These guidelines clearly recommend 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: ***
Per our terms and conditions, we do not offer refunds for units beyond days from the delivery date, nor do we refund purchases from other vendors
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:
***
AND
***
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 /* (3000, 11, 2017/01/27) */
Swagway will not fix recalled product
Swagway scooter purchased was recalledI would like a refund but the company refuses to honor thatSeveral attempts were made to send recalled product back for full refundSwagway refuses to honor this and will not send shipping box to return productProduct was recalled due to spontaneous combustion associated to the batterySerial number is XXXXXXXXXXXSwagway then promised to send a box to ship product back for repair - it's been weeks, and they have not sent a boxI would like a refund, this is ridiculous
Final Consumer Response /* (4200, 15, 2017/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Swagway has promised to send shipping box twice before, and the boxes and pre-paid shipping labels never cameThis has been dragging out for monthsPlease refund the money to close this case
Final Business Response /* (4000, 17, 2017/02/09) */
We have uploaded proof that we have sent this customer prepaid shipping labels, and the tracking number for the box kit is as follows:
1ZX865VXXXXXXXXXXX
We will be issuing a battery swap for their item, as per the CPSC guidelines for the Xrecall

Initial Business Response /* (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 /* (3000, 7, 2017/01/04) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
I sent the unit backReceived an email from Swagtron on 12/29/that they received the unitI'm awaiting a FULL credit!
Thank you, *** ***
Final Business Response /* (4000, 9, 2017/01/12) */
This customer has already been fully refunded as per their desired resolution
Transaction ID: XXXXXXXXXXX

Initial Business Response /* (1000, 5, 2017/04/06) */
This customer still has their unit that should be refundedWe have sent the customer prepaid labels to retrieve the item from themOnce the item is received, we can issue a refund to this customer
Initial Consumer Rebuttal /* (3000, 7,
2017/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apart from the original prepaid label, I did not receive any other prepaid label or indication to send something backI am attaching all email correspondenceI ask Swagway provide proof of sending any additional prepaid labels
Final Business Response /* (4000, 10, 2017/04/07) */
We have sent the email with the prepaid labels again to the customerReturn Tracking Label: 1ZX865VXXXXXXXXXXX

Initial Business Response /* (1000, 14, 2016/01/08) */
Contact Name and Title: Agnes - Swagway Support
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@swagway.com
Hello,
I see that you purchased and returned unitswere unopened, so they were fully refundedThe third unit was
opened, so you were charged a minimal restocking fee since at that point the item is considered usedHope this helps clear up any confusion
OFFER:
Buyer has been refunded for units
Initial Consumer Rebuttal /* (3000, 16, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I NEVER opened the box they claim was openedI changed my mind about the item right after ordering it and I called and was told I could not cancel itThe rep said that as long as the box was not opened I would receive a full refundI knew this when the item was delivered and didn't want it so I would have no reason to open itThey record calls for quality assurance so they need to check their call logs because my call would be there and they could checkThe box left my hands and travelled back thru the mail system so I would have no control over who may have tampered with it along the way if that is what they claim happened
Final Business Response /* (4000, 18, 2016/01/13) */
Contact Name and Title: *** - Swagway Support
Hello again,
Here is your comment from the first RMA
"Keeping and returning that I ordered"
For the record, not only was opened, but it was used and scratched according to the tech reportStill, you were only charged the most minimal restocking fee, when it should have been 30%
OFFER:
Buyer has already been refunded for units

Initial Business Response /* (1000, 5, 2016/01/13) */
Contact Name and Title: *** - Swagway Support
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@swagway.com
Hello and thanks for your purchaseYou were issued a pre-paid return label on 1-
Furthermore, as noted in the terms and
conditions,
"Under no circumstances will we issue refunds after days." It has actually been over days in your situationSorry for any inconvenience
OFFER:
Pre-paid label was issued on 1/to return the item for repair
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has not been over days in my situationI sent it back on December I received it back on December It was not in my possession for daysI am going to send it back with their prepaid label but who would want a product that had to be sent back TWICE within days? Doesn't this speak volumes as to the quality of the product?
Final Business Response /* (4000, 9, 2016/01/15) */
Contact Name and Title: *** - Swagway Support
Please proceed with returning the item for repair
OFFER:
Pre-paid label has been sentWaiting on buyer to return the unit for repair
Final Consumer Response /* (4200, 11, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** keeps repeating the same canned replyI am supposed to send the unit back for repairThis is the 2nd time I've had to send this product back for repair within daysI do not want them to send this defective item back to me so I will have to continuously send it back while it is under the year warrantyI have not had use of it for very long since I have to keep sending it backI had to call them and raise a ruckus before they even sent me a prepaid labelThey did not do it voluntarilyThey act like they are complying with good customer service but it has been a constant battle

Initial Business Response /* (1000, 8, 2016/02/01) */
Contact Name and Title: Agnes - Swagway
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@swagway.com
Hello and thanks for your purchase
I do apologize for any inconvenienceYou were asked for a picture to ensure which version of
Swagway you haveSince a picture was not provided, we cannot know which Swagway you own
OFFER:
I will ship a set of stripsWe cannot be responsible if they do not stick properly as they are not designed for that versionHope this helpsThanks and have a blessed day :-)
Initial Consumer Rebuttal /* (2000, 10, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the termsI had already provided the information regarding what model my swagway wasHowever, there seems to be an issue with customer service communicationThanks

Initial Business Response /* (1000, 5, 2017/01/17) */
One of the customer's desired resolutions has been fulfilledThey have been sent prepaid labels to sent the item back to us for a refund as per their request
Initial Consumer Rebuttal /* (3000, 7, 2017/01/17) */
(The consumer indicated
he/she DID NOT accept the response from the business.)
I will only accept the response once the money has been refundedI will mail it back tomorrow and would expect a refund asap! I will not close this out until we have a refundPretty sad we couldn't just get a charger!
Final Business Response /* (4000, 9, 2017/01/25) */
We have received this unit today, and we have issued the full refund as per the customer's desired resolution
Final Consumer Response /* (2000, 11, 2017/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Money has been refunded

Initial Business Response /* (1000, 6, 2016/03/01) */
Hello and thanks for your purchase
Sorry to hear you are so unhappy
It is difficult to understand exactly what the problem is since you appear to be in contact with multiple partiesIn an effort to expedite the RMA process and not keep
you waiting an additional 2-weeks for your particular unit to be repaired, we decided to send you
a tested replacement unitIf you are unhappy with this decision, I can gladly remedy the situation for you
OFFER:
Please complete a new RMAWe will provide a pre-paid labelUpon its arrival, we will immediately issue a new replacement unit
Hope this is satisfactory
Initial Consumer Rebuttal /* (2000, 8, 2016/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Swagway replaced the board and I am satisfied..Thank You

Initial Business Response /* (1000, 5, 2016/08/18) */
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 Consumer Rebuttal /* (3000, 8, 2016/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it uterally disappointing that you would state "We at Swagway are required to follow the CPSC guidelines when participating in this recall" as I specifically reached out to you AFTER purchasing this product for my child last November and was ASSURED your product was safeI wanted to return it at that timeI feel you have handled this unfairly and although I understand you are only doing what is required - that demonstrates a lack of honesty on your partI would like to see you do what is RIGHT vswhat is REQUIREDWe have shipped the board back per your instructionsOur preference would be a FULL REFUNDI no longer trust this company
Final Business Response /* (4000, 10, 2016/08/29) */
Hello, and thank you for contacting us!
The RMA has been sentThe requests were answered in the order they were receivedThe customer has also received the proper materials to ship the Swagway back with as they stated they needed in their email
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 /* (1000, 5, 2017/10/02) */
We've sent the customer a prepaid label to go ahead and send the item back to our repair facility free of charge
We will repair the issue the customer is having, as well as give the unit a full inspection and issue the customer a new
charger
We have also reached out to this customer via phone and let them know the same

Initial Business Response /* (1000, 6, 2016/01/07) */
Contact Name and Title: *** - Swagway Support
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@swagway.com
Hello and thanks for your purchaseUnfortunately, this entire case is based on pretensesFirstly, your order was for a
WHITE Swagway and black bagYou even went as far as to add a note to your order:
"Customer: I would like the white scooter and the black bagThank you" These are the two items you received
Secondly, you did not return the board for an exchange of colorIn fact, there is no RMA on record for you for any reason
OFFER:
We will gladly send a blue bag out of kindness for any inconvenience you may have experienced
Initial Consumer Rebuttal /* (3000, 8, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a RED bag not a black bagI received the bag days before Christmas so returning it was not really an option since there was no way "Santa" would have another one in time for Christmas morning and I even offered to pay for over night shippingI asked to be sent a return label and I would return it after ChristmasI was then told that if the bag was used I could not return itI did not know how to explain to my daughter that she couldn't use the bag because it had to be returnedOf course she was excited and wanted to show off her new board and needed to use the bag to take it on visits over the holidaysOn order #XXXXX I ordered a pink one and a blue oneI received a green one and was told that pink
was on back order so they were just sending out green onesI then ordered a white one because green was never going to workA few days later the pink one came in the mailI called and was told the blue one was still on the way and to just return the white one when I received itWhen I received the white I was still waiting for my blue oneLuckily I didn't send the white one back because the blues one never cameAlso of the white boards one has the black guards on the side and one does notI have yet to understand how they were supposed to be the same however they are notjust the other day I received a discount of for the inconvience of having to give my son the white one instead of the blue one I orderedIf it was not so close to Christmas I probably would have cancelled everythingI thought I was saving myself aggravation by going right to the original manufacture and not one of the many other cheaper brands on the market but apparently I was wrongI apologize for all the errors in my grammar as I am responding from my phoneI would appreciate you sending me the right bag and I have no problem returning the red bag that I haveIt is very frustrating to have to go through all this
Final Business Response /* (4000, 10, 2016/01/13) */
Contact Name and Title: Agnes - Swagway Support
Glad we could clear things up
OFFER:
Buyer received $discount and a free bag for any inconvenience

Initial Business Response /* (1000, 5, 2016/03/04) */
Contact Name and Title: *** - Swagway
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@swagway.com
Hello and thanks for your purchase
I do apologize for the delay since our techs have been backed up
OFFER:
I will be glad to
issue a replacement as soon as you contact us with the color of your unit since you omitted this information in your RMA (unless tech completes your unit by this time)
So sorry for the inconvenience
Initial Consumer Rebuttal /* (2000, 7, 2016/03/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/01/26) */
Contact Name and Title: *** - Swagway
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@swagway.com
Hello and thanks for your purchaseThere appears to be some confusion on your part, but I will gladly assist youYour RMA was approved
for a refund, as requested, so you are welcome to place another order at any timeI do apologize for the delay in the RMA process, but you were forewarned that the process currently may take up to business days after the item is receivedHope this clears matters up
Thanks for your understanding and cooperation
OFFER:
RMA was approved for refund on 1/(even though it was well beyond the 30-day return period)
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
Hello
Thank you for the prompt and professional attention to this
Below, I have copied and included the email I was sent when they issued the RMA number on 1/while it says REFUND on the top, there are all the other possible outcomes as of today, they have taken no action on my return at alli have not received anything from the company stating whether they have received the merchandise (which UPS has confirmed delivery on 1/12)As of today, there has been no indication of how or whether I will get my refundnothing has been posted to my credit card, nor have I gotten any correspondencenor have I been contactedI am unable to make any comment/position until I hear SOMETHING from Swagway
I will continue to monitor the activityAgain, Thank you
*** ***
Final Consumer Response /* (3000, 27, 2016/02/16) */
I'm sorrybut this is insaneyes, they approved me for a refund, and the note clearly stated that for defective merchandise I would get a FULL refundFor non-defective merchandise, there would be a 15% restocking feeThis means they are calling an item that shut itself off, and is unable to be turned back on because the power button is inoperable, "non-defective"??? How is that possible??? It is completely insane to charge a customer 15% for defective merchandiseI am entitled to get the remaining $that they withheld backthe item was CLEARLY defectivePlease advise
Final Business Response /* (4000, 29, 2016/02/18) */
Contact Name and Title: *** - Swagway
As stated in the terms and conditions that you agreed to when purchasing the item: " Items returned for refund must be returned within days from deliveryUnder no circumstances will we issue refunds after days."
OFFER:
Buyer has been refunded according to our policy

Initial Business Response /* (1000, 5, 2017/03/31) */
We have reached out to this customer via emailThis customer will have their board retrofitted and sent back to them as per the CPSC guidelines under recall 16-
Initial Consumer Rebuttal /* (3000, 9, 2017/04/17) */
Swagway said that
they would assist me with the RMA and expedit it, since I have been waiting since November to have this resolvedI will update this complaint when I have more information
Final Consumer Response /* (4200, 24, 2017/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this point I would like the unit swapped out with a new oneI don't want a new battery or a *** credit to go buy a new unitI would like to send back this unit and for Swagway to send me out a new upgraded unitMy son has not been able to ride his Christmas present for almost monthsBecause we were concerned about having the house burn downThis is completely unacceptable
Final Business Response /* (4000, 26, 2017/05/12) */
We have reached out to this customer via emailWe are unable to provide an upgrade due to the CPSC guidelinesWe will be expediting this repair as quickly as possible, as well as have our Senior Technician personally repair the item

Initial Business Response /* (1000, 5, 2017/03/15) */
We agree to the customer's desired resolutionWe will be issuing a box kit be sent to the customer immediately
Initial Consumer Rebuttal /* (2000, 7, 2017/03/15) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
Hopefully Skagway will follow through with their offer to correctly send the box for return and repair so my daughter can again enjoy her hover board
Final Business Response /* (4000, 15, 2017/04/24) */
We will be expediting the battery swap process for this customerWe will ensure that the customer's unit ships out today
Final Consumer Response /* (2000, 17, 2017/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The very next day after filing a complaint Swagway returned my hoover boardI think that swagway has a great product and my child dearly loves it but the customer serve is very poor and I am very disappointed in the effort it took to get this recall resolvedI will not be recommending Swagway to my friends and this is very unfortunateThank you Revdex.com for getting my recalled product back

Initial Business Response /* (1000, 5, 2017/01/11) */
We have reached out to this customer via phoneWe have successfully come to a resolution that the customer was happy with

Initial Business Response /* (4000, 14, 2017/02/08) */
We agree to the customer's desired resolutionWe will be issuing a refund for the lost unit*** for your reference
Initial Consumer Rebuttal /* (2000, 16, 2017/02/21) */

Initial Business Response /* (1000, 5, 2017/03/15) */
We have reached out to this customer via EmailWe cannot refund an item that was not purchased directly from our website, but we are willing to repair, or exchange the T-for a new T-
Initial Consumer Rebuttal /* (3000, 7, 2017/03/23)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
This company knows they have a defective product, yet they keep selling this modelWith so many models having issues, it raises the concern of whether or not the Twill explodeAs a business, if there is an alarming number of products that are being sent back due to a product defect, you should try to make things right with the customerI live in military housing and I have alerted the housing office as well as the DOD regarding this productI don't feel as if it is now safe to keep this model in my home
Final Consumer Response /* (4200, 11, 2017/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ihave not received any labels from this companyThis is like being beaten and dragged but instead of an airline seat, it's my hard earned money on a product that has multiple complaints of malfunctioningIt has not even been a year!!!
Final Business Response /* (4000, 13, 2017/04/14) */
We have reached out to this customer via email againWe ask that the customer please fill out the Return Merchandise Authorization Form through the link we have provided to them, so that we can get their unit repaired or exchanged as quickly as possibleThank you

Initial Business Response /* (1000, 5, 2017/04/20) */
We have reached out to this customer via emailWe will be expediting this repair immediately, and the unit will ship out today to the customer

Initial Business Response /* (1000, 5, 2017/01/25) */
We have reached out to this customer via phoneWe are currently working with them to provide a solution that suits their specified request
Initial Consumer Rebuttal /* (3000, 7, 2017/01/26) */
(The consumer indicated he/she DID NOT
accept the response from the business.)
We did get our FIRST phone call on 1/25/regarding the issueThe call was to tell us that BLUE color we ordered in November was out of stock so we had to pick black or whiteWe asked whenever Blue would be back in stock and of course the person who has that information was not availableSeriously, why call me when you do t have the informationWe don't want white or black or we would have selected that in NovemberI will take a black or white with a steep discountAt this point the amount of time I have had to put in to this nonsense x my hourly wage= several free hover boards
Final Business Response /* (4000, 9, 2017/01/31) */
We have reached out to this customer via phoneWe have successfully come to a resolution the customer is happy with