Swagtron

Initial Business Response /* (1000, 5, 2017/05/26) */
We have reached out to this customer via phoneWe will be expediting the Battery Swap process for this customer as quickly as possible, and get their unit back to themWe have left a callback number for any further inquiries
Initial
Consumer Rebuttal /* (2000, 7, 2017/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company did leave a voicemail message and an emailThe battery swap process has been started and I will be returning the unit todayI hope that battery swap is done quickly and the unit returnedIf not, I will reopen the complaint

Initial Business Response /* (1000, 5, 2017/12/28) */
This customer had placed identical orders (units each) on our website, and it appears that one was most likely placed by accident based on the order numbers being so close to one another *** and XXXXXX)This may have happened with an
extra click of the "Place Order" buttonThe customer had been in touch with our company several times in regards to this issue, and we had re-routed the extra units back to our warehouseWe issued the full refund for both units on 12/26/17, reference# XXXXXXXXXXX

Initial Business Response /* (1000, 5, 2018/01/04) */
Return Authorization# RAXXXXX was approved and emailed to the customer on 1/2/18, along with a prepaid UPS return labelThe email was sent to the customer's AOL email account, not GmailWe will change the RA Action to Refund and resend the
email to both email accounts
Initial Consumer Rebuttal /* (2000, 8, 2018/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 25, 2018/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I put two labels on the box one that is attached an another that stated affix this to the outside of the boxWent to UPS and they scanned the bar and said it's authorized to return, but not pre-paid so I paid the additional money to return to Swagtron and I just want to be refundedThis process has taken way too long to settleThank you
Final Business Response /* (4000, 27, 2018/01/22) */
Both a UPS Prepaid Return Shipping Label and a Return Authorization label were sent to the customer to be adhered to the outer shipping cartonIf the UPS label was on the outer package, then UPS would have scanned it in as a prepaid shipment, and there would be no cost to the customerThere would be no reason for UPS to scan the label, then still charge a full shipping feeWe have provided everything necessary to assist this customerShould there be any mistakes made by the carrier location they had visited, we recommend the customer contact them for further assistance

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, 2017/01/18) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
Swagway reached out to me to resolve the issueThe representative offered to send me a new smart board(next model up) and reimburse me for return shipping of the defective XboardI agreed to the offer as a suitable solutionThey received the defective board on 1-18-and are supposed to ship out the new board within a couple daysThey did ship out the other carry bag from the original purchase and I received it
Final Consumer Response /* (2000, 21, 2017/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A new replacement is all I've asked for! If a new undamaged one cannot be shipped, please just refund my purchase price
Final Business Response /* (4000, 19, 2017/02/10) */
We apologize for the inconvenienceWe will be advance replacing with a new Black Xthat will be inspected by our shipping and tech managers for any damages before shipping

Initial Business Response /* (1000, 5, 2016/12/30) */
We have reached out to this customer via email in regards to their desired solution
Initial Consumer Rebuttal /* (3000, 7, 2017/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
we were sent a email
requesting proof of purchase for both device which we sent via emailWe subsequently received a email with an attached prepaid label to return just one deviceWe provided proof of purchase for both device and was told to only return one device , we have not heard from the company since and still don't have a replacement Hoover board device to date
Final Consumer Response /* (2000, 17, 2017/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 15, 2017/02/03) */
We agree to the customer's desired resolutionWe will be issuing the customer a replacement board immediately

Initial Business Response /* (1000, 5, 2017/07/21) */
After we had received the board from the customer, our technicians thoroughly inspected the boardNo faults were found in the boardThe customer then requested a refund outside of our return periodDue to the issues the customer was having
returning the board and the issues they were facing, we accepted the requestThe customer was refunded for the purchase price of the board less a restocking fee for the board being returned not having any faults, as well as being outside of the return period
Initial Consumer Rebuttal /* (3000, 7, 2017/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original board I returned fell within the return policyThe original board was sent back to the company and it was defectiveThe company then sent me another board on accident and that was sent right back to the companyNot sure if they tested the second board and that's the one they are talking about but there was a clear issueThe company was contacted many times via phone and I could never get a clear answer on what was going onThis should have been solved a long time agoVery disappointed
Final Consumer Response /* (4200, 12, 2017/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I clearly indicated I wanted a refund and everything was done within the return policy periodPlease refund me the ***
Final Business Response /* (4000, 17, 2017/07/31) */
***Document Attached***
This was the customer's original request in totality
This is exactly what we had received when the customer initiated their return requestAfter further investigation, it would appear Mr*** had sent us an email four days after his initial repair request stating that he would instead like a refund
At this time, we will be refunding the *** as per the customer's request

Initial Business Response /* (1000, 5, 2017/02/09) */
We have already sent this customer prepaid shipping labels to send the item back to us for repairs/exchangeWe are waiting for the customer to send the unit back so that we can replace the item as per their request

Initial Business Response /* (1000, 5, 2017/01/23) */
We have reached out to this customer via phoneWe have successfully come to a resolution that the customer was happy with

Initial Business Response /* (1000, 5, 2017/01/13) */
We have reached out to this customer via phoneWe have successfully come to a resolution that the customer was happy with
Initial Consumer Rebuttal /* (3000, 7, 2017/01/16) */
(The consumer indicated he/she DID NOT accept the response
from the business.)
I did not speak with Swagway by phone about this complaintThey did not reach out to meThis matter has not been resolvedSwagway only sent a box to me for the product since the complaintI do not want the product repairedI need clarification from Swagway that by returning the Swagway product that I will receive a full refund of the *** purchase price
Final Business Response /* (4000, 9, 2017/01/25) */
I have the call record from January 11th, that I have personally reached out to Mr*** at the phone number given in this case: XXX XXX-XXXXI have stated that I will expedite this return for the battery swap, as stated by our recall terms and conditionsTo date, we have not received MrLavis' board with prepaid tracking number: 1ZX865VXXXXXXXXXXXWe would like to receive the board and expedite the process for the battery swap, as I have stated
Final Consumer Response /* (4200, 11, 2017/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a full refund of the *** purchase price
I did not speak with SwagwayThey may have tried to call ("reached out") but I did not speak with them
I want a full refund of the *** purchase price

Initial Business Response /* (1000, 5, 2017/06/08) */
We have reached out to this customer via phoneWe will be refunding the customer as per their desired resolution
Initial Consumer Rebuttal /* (3000, 7, 2017/06/08) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
I am holding off until they complete the refund processI am dropping the unit off today to begin shipment and as soon as I see them fulfill what they said they would do; full refundI will be extremely satisfied
Final Business Response /* (4000, 9, 2017/06/09) */
We will be issuing a refund to the customer when their unit arrives back at our facility as per the customer's desired resolution

Initial Business Response /* (1000, 5, 2017/01/13) */
We agree to the customer's desired resolutionWe sent prepaid labels to exchange the item for a replacement
Initial Consumer Rebuttal /* (3000, 7, 2017/01/13) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
I have retuned the item for exchange approxa week ago as of yet I have not received a replacement! we were told by customer service management that it would be expedited??
Final Consumer Response /* (2000, 11, 2017/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 9, 2017/01/25) */
This customer's package was delivered on the 19th of JanuaryTracking number: 1ZX865VXXXXXXXXXXX

Initial Business Response /* (1000, 5, 2017/02/16) */
HelloYour refund was processed on 2/14/
Initial Consumer Rebuttal /* (3000, 7, 2017/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Refund Received
Final Consumer Response /* (2000, 8,
2017/02/21) */

Initial Business Response /* (1000, 5, 2017/02/09) */
We agree to the customer's desired resolutionWe have issued a credit to the customer*** for reference

Initial Business Response /* (1000, 5, 2017/10/06) */
The customer's initial purchase was on 7/
Customer received a prepaid label to send the item back to our repair facility on 8/
The customer received an email correspondence from our support line stating: "Currently, our processing
time for your unit is approximately 3-business days depending on the type of return"
This does not indicate that the customer will receive a response from our support team, only that the processing time for their repair might take approximately 3-days
We had received their unit on 8/15, and shipped a new replacement unit on 8/The processing time of days is within our stated range
We have exchanged the customer's original unit immediately with a new unit in the best interest of customer service
Customer suggested they no longer wanted their exchange after receiving it, and wanted a refund outside of their refund period
Customer was sent another prepaid label on 9/
The customer then had the unit for days before dropping the new unit off to UPS
As this return was for a brand new item, and the customer is outside of their initial purchase period for a refund, we will gladly refunded the customer, less a 30% restocking fee
Initial Consumer Rebuttal /* (3000, 7, 2017/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Below is the message I received from swagtronThey did not (repair, refund, or exchange) my scooter in business days
"We have received your Return Authorization (RAXXXXX) at our Return Center! It is currently in queue to be further processed by our techniciansCurrently, our processing time for your unit is approximately 3-business days depending on the type of return (repair, refund, exchange)."
Also, I received the defective scooter on 7/and sent it back 8/Then I received the replacement scooter on 9/which was days later and sent it back 9/with the tape still intact (never opened)
From they way they do business at swagtron it doesn't surprise me that they lied in the response to the Revdex.comIn their response they say they sent the "replacement scooter was sent on 8/23" but I've attached an email from their customer support saying that it was shipped 9/and I also have the tracking number that the customer rep provided which shows the actual ship date which was 9/They are running a scam over there
Both units combined were in my possession for a total of daysThe rest of the time it spent in their facility and transitNot to mention, I told them to just cancel my order when the replacement scooter was in transit due to the extremely poor service,terrible product, and not living up to their customer promise
I work in logistics, all they had to do is call UPS and had it returned to sender once I told them not to deliver itThey had already broken customer promise but since they're all about getting over on their customers they failed to do soI've also attached the email I sent on 9/to tell them to keep their scooter and refund me which was prior to deliverySo I only had the original scooter in my possession for not
Final Business Response /* (4000, 9, 2017/10/09) */
Since the customer has faced many issues with the unit they had purchased from us, as well as delayed shipping times due to UPS's transit time, we will be refunding the customer's restocking fee

Initial Business Response /* (1000, 5, 2017/01/17) */
We have reached out to this customer via phoneWe are going to provide them with a prepaid label and exchange their unit as per their desired resolution
Initial Consumer Rebuttal /* (3000, 7, 2017/01/17) */
(The consumer indicated he/she
DID NOT accept the response from the business.)
The prepaid label was supplied to meUntil the swagway is fixed, I do not consider this problem resolved
Final Business Response /* (4000, 9, 2017/01/25) */
This board has been repaired our facility as personally inspected by myselfI have seen it in good, working conditionI have spoken with this customer numerous times over the phone to ensure their satisfactionThe board is out for delivery today by way of tracking number: 1ZX865VXXXXXXXXXXX

Initial Business Response /* (1000, 10, 2016/01/08) */
Contact Name and Title: Agnes - Swagway Support
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@swagway.com
Hello and thanks for your purchase
As stated in the manual, the unit will disable when approaching the maximum speed as a
safety precautionIt does beep to alert the rider that he/she is going too fast and needs to slow downI do apologize for any inconvenienceDamage to the shell from accidents is covered under the accidental warranty, which is available for purchase on our website
Sorry for any inconvenience
OFFER:
If the consumer purchases the accidental warranty, we will gladly repair the damage to the shell
Initial Consumer Rebuttal /* (3000, 12, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Does that mean that the unit stops short throwing the rider off at full speedIf this is true than there is a serious design flawAlso, my wife has called customer service times to get an answer and no one has called her back ever.Can we get a direct number to someone that can answer our questions?
Final Business Response /* (4000, 15, 2016/01/13) */
Contact Name and Title: *** - Swagway Support
Hello again,
Yes, your item was returned in the same external conditionThe manufacturer's warranty covers mechanical defects, not cosmetic damageYou were given the option to pay for the repair while we had your item and you declined
Furthermore, choosing to "jump off" the item instead of coming to a stop is further evidence of user negligence and responsibility
OFFER:
The offer was to allow the buyer to purchase the accidental warranty, which is typically only available for days after the purchase of the Swagway itself
Final Consumer Response /* (4200, 17, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The person that replied must not know how to read! I explained that the Swagway came to a sudden stop and my son was thrown from the hover boardHe jumped off to save himself from being thrown to the ground and injuredI want this thing fixed once and for allPlease have someone fix the damageI would appreciate it if the Revdex.com would intervene and have swagway fix the damageI will not pay for it and would never buy another swagway product again if this is how they treat their customers

Initial Business Response /* (1000, 5, 2017/05/05) */
We have reached out to this customer via emailWe require the item to be sent back to us, and we will immediately send the customer their request *** voucher toward the purchase of a Swagtron Tor T
Initial Consumer Rebuttal /* (3000, 7,
2017/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I now have to send the item back after they again made another mistake and send it back to me instead of sending me the voucherMore time without the unitThis has been going on since October It is ridiculous
Final Consumer Response /* (4200, 15, 2017/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Received my item the side piece is brokenWasn't broken when I sent itI am tired of the responses from SwagwayI will not be returning the unitI will take my lossWill never purchase anything from Swagway or recommend them to anyone
Final Business Response /* (4000, 13, 2017/05/10) */
We have reached out to this customer via phone and left them a messageWe have to receive their unit back from them with the prepaid labels that we have provided for themUpon receiving the item, we will immediately send the customer their requested Voucher

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12649021, and find that this resolution is satisfactory to me.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, 7, 2016/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I realize that this maybe what this "guideline" says, but all your major retailers that sold your product, i.eAmazon, Target, Bed, Bath & Beyond, etc have not only stopped selling hoverboards because they were deemed "unsafe," but as a customer service issue, they are refunding all hoverboard purchasesPrevious compliments to Revdex.com on your product have been refundedIf I would of purchased your product through one of the above retailers, I would of received a refundThis is more then a safety hazard, this is a customer service issue that should be resolved as a reputable company as the ones above have doneYour product is defective and we do not want a defective product in our householdWe specifically sought out your company being that is was a US company for the purchase of this itemIt would be in good standing to honor a refund like your retailers have done for its customersIt is about customer satisfaction, not about replacing the defective item that potentially could still pose as a hazardNot only are they a hazard they are also banned in a majority of the US and United KingdomI am still requesting that a refund be givenTotal purchase price of this item was *** on American Express
Final Consumer Response /* (4200, 11, 2016/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I guess that is why you buy from a "reputable" company because they offer refunds for defective items
Final Business Response /* (4000, 9, 2016/08/22) */
As the manufacture we are following the government's guidelines on the matterWe do not have control of what the retailers do with the productHere is the link the CPSC website:
http://www.cpsc.gov/en/Recalls/2016/Swagway-Recalls-Self-Balancing-Scooters-Hove...⇄

Initial Business Response /* (1000, 6, 2016/09/01) */
The customer has been refunded their money
Initial Consumer Rebuttal /* (2000, 8, 2016/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Well, after nearly months of phone calls and e-mails, I turned in
the complaint to the Revdex.comAfter only hours, I received notice that Swagway had credited our account with the *** This completely satisfies our request for the full refund on the defective unit and its container bagThe difficult thing for me to believe is that Swagway could not simply have honored our request in the first placeThanks, Revdex.com