Swagtron

Initial Business Response /* (1000, 6, 2017/03/06) */
We agree to this customer's desired resolutionPrepaid shipping labels have been sent to the customer as well as a new order placed for a new board that will inspected by our quality control manager before shipping

Initial Business Response /* (1000, 5, 2016/10/10) */
Hello,
As stated in our terms and conditions, there are no refunds after days of purchaseFurthermore, it does not appear that the buyer purchased the item directly from Swagway, but from another vendor, therefore we do not even have funds
from the buyer
The buyer has two options, as explained at ***
We at Swagway are required to follow the CPSC guidelines when participating in this recallYou can view these guidelines here: *** These guidelines state that we are to repair, not refund, the Swagway hoverboards affected by the recallWe at Swagway are following the CPSC requirements for this recallPlease read more about the recall on our recall page as well: ***
We understand that safety is a major concern for you, as it is for usAt Swagway, safety is our top priorityAs Swagway continues to set the industry standard, we are continually updating our technologyAn update we proudly announced in February is Swagway's new Sentry-Shield technologyTherefore, if you choose the battery swap option (assuming your units are already not equipped with this), we will gladly cover shipping both ways, swap the batteries, and fully test the units before shipping them back to the customer
The other option is explained in the link above
Thanks for your understanding in this matter
Initial Consumer Rebuttal /* (3000, 7, 2016/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not address how they falsely advertised their product on their website holiday season They specifically created a FAQ web page stating they understood the media attention to self balancing devices starting fire however stating that their product ONLY used the best quality parts and componentsI purchased a Swagway at Modell'sSince Modell's has pointed me to Swagway, they will have to get the money from Modell'sSwagway is funding returns from certain customers like QVC and Amazon but not other retailers like Modell'sI bought their product, ultimately it is their responsibility
Their product was advertised as using safe parts and it does notThey have not answered the claim that they falsely represented their product safetyPlease ask them to pull the page from last year so we can review the claimThanks,
Final Consumer Response /* (4200, 15, 2016/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue here is that you miss represented your product i.eadvertisingHere is how:
Please see page #on attachedThis is from your website last year (source web archive) claiming your battery to be UL approvedAlso that you use Samsung/LG battery (which are still being recalled on phones)
Page #- this is from UL website 1/15/(source UL.com) saying that your brand has NOT been certified by ULThe product bears a label on the bottom with a counterfeit UL Mark and the packaging is provided with a counterfeit UL MarkIf you scroll down on the page (URL provided), you can see it lists sold at Modell's
Page #- My receipt showing the amount I paid for your product, purchased from Modell's
You miss represented your product and I don't want a replacementI want my money backYou said you were UL certified and you were NOT, a few months later, you recalled your unsafe productYou liedBased on your claim to offer safe and UL approved, I trusted and purchased your productThe unit is on the way back to youOnce you receive, please refund my money
Thank you,
Final Business Response /* (4000, 17, 2016/10/13) */
Hello again,
We are quite aware of the situation and worked closely with the CPSC and UL to remedy thisWe have offered you choices regarding your specific caseWe ask your cooperation in this matter
Thanks and have a great day!

Initial Business Response /* (1000, 5, 2016/01/29) */
Contact Name and Title: Agnes - Swagway
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@swagway.com
Hello and thanks for your purchaseWe will gladly refund your order, but you must send it to us firstI see that you have filled out an
RMA days ago, but have yet to send the item inAs stated in the terms and conditions: "We cannot accept returns without an RMA numberReturned products must be undamaged, clean, and in otherwise new condition with all original materials i.eORIGINAL PACKAGING, manuals and accessories, and must be accompanied by the original invoice."
OFFER:
We will gladly refund when the item is returned
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I originally completed the RMA I was sent this information via e-mail on 1/19/:
We apologize for any inconvenienceYou have been issued RMA#SGW
Item Code/SKU for return is HE-SBW-VTK-85370-3, Quantity=
Pack the returning product properly (equal to original packaging.)
2.) To avoid refusal of your package and the best possible service, please print and use our pre-made label here:
Label: http://rma.compucapital.com/Swagway/status.php?RMA=SGW
You will be able to monitor the progress of your RMA at that same site, as well
No where in this e-mail did it indicate that the board needed to be in the original packagingThe response from Swagway changed ONLY after I tried to ship the board back and Fed-X, UPS and the post officeAll three now have policies that will not ship from the consumer unless it's in original packaging (look on their websites for the details) I requested Swagway send me an empty box to ship the board back and they indicated that they couldn't send an empty hazard box
I am now stuck with a broken board and no method to ship it back, that's why I'm requesting a refund
Final Business Response /* (4000, 9, 2016/02/10) */
Contact Name and Title: Agnes - Swagway
Sorry for your confusionNothing has changedThis has been our policy since day one, which is located on the Swagway website under the terms and conditions
OFFER:
Sorry for any inconvenience

Initial Business Response /* (1000, 5, 2017/05/22) */
We have reached out to this customer via emailWe have sent the customer a resolution very similar to their desired resolutionWe would like to upgrade the customer's board to a newer model
Initial Consumer Rebuttal /* (2000, 7,
2017/05/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The manager reached out to with what I wantedI wanted my son to be happy with a new board

Initial Business Response /* (1000, 5, 2018/01/05) */
We have approved the unit for a full refund under Return Authorization number RAXXXXXThe customer has been sent a RA email with the RA label and prepaid return shipping label, and also a separate email reply on an existing message thread

Initial Business Response /* (1000, 8, 2016/07/29) */
The item we sent was 100% as described on our websiteThe customer purchased model Swagway XThe UL certified model that he may have meant to order is model Swagtron T1, a completely different productThat's OK: we offer hassle-free
returns, and allow returns for almost any reasonBut the customer has to pay the return shipping if he changes his mind or orders the wrong partAnd since the item came back in less than new condition, we charged a small restocking fee
In the interest of total customer satisfaction, we have offered to refund the restocking feeHowever we cannot refund the return shipping costs in this instance
Initial Consumer Rebuttal /* (2000, 10, 2016/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will be satisfied to get reimbursed the restocking fee I was charged
Final Consumer Response /* (3000, 16, 2016/08/05) */
I have not yet received the restocking fee refundPlease let me know how to resolve thisThank you for all your help with this
Final Business Response /* (1000, 25, 2016/09/20) */
Hello and sorry for the delay
The restocking fee has been refunded
I do apologize for any inconvenience
Swagway Management

Initial Business Response /* (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 /* (2000, 7, 2016/12/30) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
they are going to send me a new charger for the hoverboardthey were shipping it out right away

Initial Business Response /* (1000, 5, 2016/03/09) */
Contact Name and Title: *** - Swagway
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@swagway.com
Hello and thanks for your purchase
I am so sorry to hear this, but I will be glad to remedy the situation immediatelyOur apologies for
the inconvenience
OFFER:
Sent pre-paid label and authorized buyer for a refund once the unit is returned

Initial Business Response /* (1000, 15, 2016/09/20) */
Hello and sorry for the delay
I am the Swagway SupervisorI greatly apologize for the inconvenienceI have gladly ordered a complimentary replacement adapter for the buyer
Thank you for your understanding

Initial Business Response /* (1000, 5, 2016/03/16) */
Hello,
This situation is beyond our control as we have explained to the buyer on multiple occasionsWe issue refunds to the exact same card the buyer used to purchase the itemIn this case, they used a Paypal accountThe refund was
originally issued on February 2nd through PayPalBuyer did not claim the funds, so we issued the refund for a second time on March 8thThe funds are available on the account that the purchase was made fromWe are unable to send funds to another person or account
Please contact Paypal
Thanks for your understanding
Initial Consumer Rebuttal /* (3000, 7, 2016/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called Pay Pal and the confirmation number provided to me were not confirmation numbers for payment it was the number for the companyPay Pal told me they will seek the the original amount of *** because they think I am owed that and I amSwagway is keeping *** for some reasonI did not even open the box and it cost me *** to mail backTHIS IS THE ONE THAT CAUSES FIRES! The money in not in my account, it has been three months and I feel like I am getting the run a roundThey should not refund me $they should refund me the full amount of *** and the shipping costIf the product is bad, why am I paying for something they made a commitment to sell to meThe Lithium batteries explode and cause fires and I am out $This is not right
Final Consumer Response /* (4200, 11, 2016/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not right that it was a Christmas gift and we had to purchase it a month before and then be penalized for their product causing firesThe full amount should be returned and they should cover the shipping costIf they stand behind the product, I do not understand why they would not refund those amountsTheir attempt to refund the amount twice cannot be confirmedBoth myself and Pay Pal do not see any transactions to the account and all Swag says is we triedThese two confirmation numbers were given to Pay Pal and Pay Pal said they are numbers related to Swag and not the transactionThese are the numbers9xmXXXXXutXXXXXXe and oyftXXXXXmmXXXXXXd
Swag is full of it at this point that they have to refund in the same manner, they can mail me a check and it should be $and $for shippingAlso Pay Pal told me they will go and take the money from Swag if they do not refund the amount, I assume they have the ability to do so
Final Business Response /* (4000, 13, 2016/03/22) */
Paypal is taking care of this issue according to our proven records of refund transactions to you
Have a nice day!

Initial Business Response /* (1000, 8, 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:
***
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: ***
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, 10, 2016/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received the two return labels from this company to get my swagways fixed, I paid over *** dollars and feel they should send me return labels to return both of my swagways , Labels can be sent to ***@gmail.com
Final Business Response /* (1000, 19, 2016/09/20) */
Hello and sorry for the delay
We will gladly cover the shipping, but the customer must first go through the processThe buyer has not submitted any sort of information up to this point
For information regarding the Swagway XRecall, please visit the site below
***
Please read and follow the instructions on that page to find out if your Swagway Xis included in the recall
Scrolling to the bottom of the page and enter your serial number to begin the process
Thank you,
Swagway Management

Initial Business Response /* (1000, 9, 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 /* (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 Consumer Rebuttal /* (2000, 7, 2017/01/12) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
The company agreed to expedite the recall process for both of our hover boardsWe are hopeful that they will follow through with this agreementThe company was not willing to send new hover boards or to issue a refund

Initial Business Response /* (1000, 5, 2017/02/24) */
We agree to the customer's desired resolutionPrepaid shipping labels have been sent to the customer's email as per their request
Initial Consumer Rebuttal /* (2000, 7, 2017/02/28) */
(The consumer indicated he/she ACCEPTED the response
from the business.)
The company has agreed to pay the shipping back on the defective unit

Our records show that the customer had called in times and was told that we were still waiting for an updateAt that point, we had not yet received any claim paperwork from UPS regarding the lost package in questionWe had contacted UPS once more on 1/24/to request for an update, and they
complied by sending the paperwork we needed to proceed with the refundWe can confirm now that the claim paperwork had been received, and we have started the process for the refundThe full refund will be issued within the next 1-business days

Initial Business Response /* (1000, 5, 2016/01/13) */
Contact Name and Title: Agnes - Swagway Support
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@swagway.com
Hello and thanks for your purchaseYou left out a very important part of 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:
We can offer a pre-paid label once all slanderous material has been removed from social media
Initial Consumer Rebuttal /* (2000, 7, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
IN BRIEF: My swagway shipped out to you yesterday using a prepaid label that Modell's customer service supplied me within minutes of getting them on the phone
AT LENGTH:
Warranty and Return of Purchase are two different thingsYou're quoting your return policy
nowhere on the page for warranty agreement does it mention that which you quote: https://swagway.com/register/
"What does this warranty cover?
This Limited Warranty covers the original purchaser from any defects in material or workmanship under use for one year from the date of invoiceThis warranty is only offered to the original purchaser of the product, and is not transferable to a subsequent purchaserSwagway will either repair or replace the product at no charge, using new or refurbished replacement parts are our discretionReplacements may be different but functionally equivalent models
What does this warranty not cover?
This Limited Warranty does not cover any problem that is caused by conditions, malfunctions, or damage not resulting from defects in material or workmanshipThese conditions may include, but are not limited to, road hazards, accidents, and improper operation or maintenance
Limitation of Liability:
In no event shall Swagway be liable for any incidental, indirect, special or consequential damages or liabilities (including but not limited to incidental or consequential damages for loss of time, inconvenience, loss of use of product, or any other consequential or incidental loss) in connection with the purchase, use, or operation of the productSwagway is not liable for property damage, personal injury, or death
* * *
Here's your terms and conditions which break out RETURNS vs WARRANTYagain, that which you quote is under return, not warrantyWarranty reads "no cost.":
"Return Policy:
If you are not completely satisfied with a product purchased from Swagway, you may return it within days of the delivery date for refund if qualified (eligibility conditions listed below)Defective items may be returned within one year of the delivery dateSwagway will either repair or replace defective products at no charge, using new or refurbished replacement parts are our discretionReplacements may be different but functionally equivalent modelsAll shipping, handling, and insurance charges are additional and non-refundableNormally, all returns for non-defective reasons (e.gcustomer changed mind) are subject to a 30% restocking feeThis fee does not apply to defective product returned within the Swagway warranty periodFor 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 customerFill out our online returns form at http://returns.swagway.com/ for an RMA number, which will be required to ensure proper crediting of your accountWe cannot accept returns without an RMA numberReturned products must be undamaged, clean, and in otherwise new condition with all original materials i.eoriginal packaging, manuals and accessories, and must be accompanied by the original invoice
Warranty Information:
Each Swagway comes with a 1-Year manufacturer warranty against mechanical defects (limitations and terms below)At the time of purchase or within days after your purchase, you can add a 1-Year Accidental Damage Warranty to your orderThis will cover accidental damage onlyNeither warranty covers water damage
Warranty Limitations:
This Limited Warranty covers the original purchaser from any defects in material or workmanship under use for one year from the date of invoiceThis warranty is only offered to the original purchaser of the product, and is not transferable to a subsequent purchaserSwagway will either repair or replace the product at no charge, using new or refurbished replacement parts are our discretionReplacements may be different but functionally equivalent modelsThis Limited Warranty does not cover any problem that is caused by conditions, malfunctions, or damage not resulting from defects in material or workmanshipThese conditions may include, but are not limited to, road hazards, accidents, and improper operation or maintenanceItems returned for refund must be returned within days from deliveryUnder no circumstances will we issue refunds after days."
* * *
However all of this is moot because my swagway is on the way back to you because I went to Modells customer service and they provided me a prepaid labelDespite our acrimonious relationship (in which you've falsely accused me of slander), I do hope you will be professional and properly repair my swagway
It might be nice to hear from you that you intend to prioritize my RMA when received
Regarding your borderline malicious & patently accusation that I have slandered your company on social media - I have not made any such posts, as I am hoping that common sense and good business practices will prevail
I have not made any social media posts, hoping that we would come to a mutual agreement on the handling of the defective product I had received using this Revdex.com option
If there are any comments on social media that you take offense to that you can point to, I am happy to make any requested adjustments, as it would appear that because of Modell's, I am finally on the path to getting a working swagway for my child, two weeks after one was purchased for him for his birthday
I'm terribly sorry it had to come to this, but the customer service experience with your company has not been to level I would expect from any consumer facing company
Best,
**

Initial Business Response /* (1000, 5, 2017/06/09) */
We have reached out to this customer via phoneAfter speaking to the customer, We will be repairing the customer's board for the suggested ***

Initial Business Response /* (1000, 5, 2016/01/27) */
Contact Name and Title: Agnes - Swagway
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@swagway.com
Hello and thanks for your purchase
After reviewing the message history, I see that each and every one of your messages was answered in a
timely fashionFurthermore, it is return season and the techs must inspect each and every packageI do apologize for the delay, but you forewarned before sending your item inWe are working around the clock to get your item back to youHave a blessed day
OFFER:
Buyer will receive their repaired unit as soon as tech completes it :-)
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have emailed the company at least times, and I have only recieved email back and that was weeks agoThe phone number XXX-XXX-XXXX is a constantly busy signalThey have no Customer service
Final Business Response /* (4000, 9, 2016/01/29) */
Contact Name and Title: *** - Swagway
Hello again,
I have the message history in front of me and it proves that all your messages have been answeredAs for the call center, you are the first person to claim there is a busy signalWe are always here to help
OFFER:
Due to a high volume of returns, the tech department is currently backed upYour item will be repaired in the order it was receivedWe have a full staff working around the clock to get your item back to you as quickly and efficiently as possibleYou will receive a message when it is done and it will ship that day
We appreciate your understanding and cooperation in this matter

Initial Business Response /* (1000, 5, 2017/01/11) */
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 Business Response /* (1000, 8, 2016/12/30) */
We have reached out to this customer via emailWe have provided the customer with a resolution for their case