Swagtron

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 purchaseWe are more than happy to helpFirstly, we ask that you fill out an RMA (return merchandise
authorization) form so we can gather your information and have a clearer idea of the problem you are experiencing with the SwagwayWe will also need you to provide a copy of the receipt/invoiceOnce the RMA is accepted, you will receive a label to ship the item backOnce the item is received, we will be able to assist you further
Thanks and have a great day!
OFFER:

Initial Business Response /* (1000, 6, 2016/01/07) */
Contact Name and Title: Agnes - Swagway Support
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@swagway.com
Hello and thanks for your purchaseUnfortunately, this claim was filed under pretensesThere is, in fact, a lengthy
record of messages going back and forth with you, as well as telephone records on the call log with recorded conversationsThe last messages sent to you were asking kindly for you to provide a tracking number for the return since our label was not usedYou, the buyer, attached a picture of a crumpled piece of paper taken with a phoneYou were asked to please send us just the actual tracking number since it was impossible to make out any important information on this pictureOur request went ignored
Our apologies for any inconvenience and delays during the holiday season
OFFER:
Our apologies for any inconvenience and delays during the holiday seasonNo offer - customer chargeback and item was not confirmed returned
Initial Consumer Rebuttal /* (3000, 8, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint was not filed under pretense! I too have records that will prove your Company ignored my 6-requests to have a Manager return my call! The tracking number was easily readable and nothing was ignored as Tara as getting back to you! I am still waiting for a Manager to call me and requested via phone again tonight! I was told Management has better things to do and talk to the customer! Your product is not safe and you have no 100% safety guarantee that it will not catch on fire! I just wanted my money refunded 100% and a Manager to pick up the phone and return my 8-calls!! The product has never been open and is in the original shipping box! I am most annoyed that I have spent the last three week waiting for a Manager to call me not send out a bogus email beating around the bush from the supervisor team! Supply a name so you can be contacted! No one from this company wants to take ownership of Management!
Final Business Response /* (4000, 10, 2016/01/12) */
Contact Name and Title: *** - Swagway Support
This case is closedCustomer has received their funds through a chargebackSorry for any inconvenience along the way
OFFER:
No offer - charged back on 1/4/

Initial Business Response /* (1000, 5, 2017/05/05) */
We are intercepting the package that was being sent to the customer's stated old address, and will be sending the customer's unit to their new address immediately upon arrival
Initial Consumer Rebuttal /* (3000, 7, 2017/05/08) */
(The
consumer indicated he/she DID NOT accept the response from the business.)
The company's response does nothing to address the series of statements and dysfunction that Swagway's employees exhibited over these past plus monthsFor a company that is trying to over come and rebound from a safety recall image problem and trying to maintain its customers, I would have expected a more detailed reply stating where the disconnect occurred, and steps they are taking to ensure their customer service is being improvedWe have already invested approximately *** dollars into their company, and been denied usage of our unit for of these monthsSo, No I am not satisfied with their response
Final Business Response /* (4000, 9, 2017/05/09) */
We have reached out to this customer via phoneWe will be receiving their unit back to our facility today, and will be immediately sending their unit to their new address, as per their desired resolution

Initial Business Response /* (1000, 5, 2016/03/15) */
Hello,
The buyer was notified on February 22nd about the damage to the shellFor the sake of customer satisfaction, I gladly offered to send a new unit once a new RMA was completed and the other unit was sent backI also issued a pre-paid
labelThe RMA was created on the 9th of MarchThe unit was received today and I personally ordered a new replacement
Thanks and have a wonderful day!

Initial Business Response /* (1000, 5, 2017/02/08) */
The board the customer has purchased is not apart of the CPSC recallHowever, we have sent this customer prepaid labels to exchange their current unit as per their request
Initial Consumer Rebuttal /* (3000, 7, 2017/02/08) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
The board I have purchased is part of the recall as confirmed on your websitePlease validate your data before respondingMy Swagway Xdoes not have the a UL Certified battery packYour website provides validation to this fact and generated the original CASE: RA# CASEXXXXXXAdditionally, Swagtron/Swagway was to provide me the appropriate shipping container to return the unit
It has been days since the original RMA requestTHIS IS UNACCEPTABLE and I am unwilling to ship my unit back without advance shipment of a replacement unit - they have demonstrated they are unable to respond in a timely manner
Final Business Response /* (4000, 18, 2017/02/24) */
The unit was delivered as of 2/24/with tracking number: ***
Final Consumer Response /* (2000, 20, 2017/02/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company needs to work on their communication and response timeFour months to resolve a recall is ridiculousThe product has finally been returned to me but it was a painful process to the say the least

Initial Business Response /* (1000, 5, 2017/01/17) */
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, 2017/01/19) */
(The consumer indicated he/she DID NOT accept the response from
the business.)
We have been contacted and are awaiting delivery of packaging materials that have been promisedUpon reciept we will return the items for repairWe will close this ticket as "accepted" once the repaired product is in hand
Final Business Response /* (4000, 9, 2017/01/25) */
The box kits arrived at the customer's location on January 23rdWe do not see any movement on the tracking numbers given to the to the customer yetWe are awaiting their units to arrive at our facility for servicing
Final Consumer Response /* (4200, 11, 2017/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The packages have been given to UPS todayComplaint will be closed upon receipt of repaired units

Initial Business Response /* (1000, 5, 2017/02/09) */
We have reached out to this customer via phone and emailWe have successfully come to a resolution the customer was happy with
Initial Consumer Rebuttal /* (2000, 7, 2017/02/15) */
(The consumer indicated he/she ACCEPTED the response from
the business.)
It took over months for this company to "reach out" to me as they claim to get this resolvedAfter their sales representative stated she would have a new hoverboard sent out to me; she did, however she sent it to the wrong address after she repeated the correct address to me and had it on file in emailsWe finally received the new product and it seems to function as specifiedI do believe that this company and ALL of their affiliates do not have ANY type of customer service and really do not stand behind their product unless you threaten them with filing complaints with the Revdex.com and the Attorney Generals Office
This company and all of there "other companies" that they sell this product through is in my book an "F Rating" and I would not purchase anything from them in the future

Initial Business Response /* (1000, 5, 2017/03/22) */
We agree to this customer's desired resolutionThey should be receiving their unit as of 3/22/2017, tracking number: ***

Initial Business Response /* (1000, 5, 2017/03/01) */
We have already sent this customer a prepaid label to get the item backWe have also setup for a replacement unit to be inspected by our top QC Manager for quality assurance, and shipped out today, 3/1/We have also reached out to this
customer via phone and left a message stating all of the above
Initial Consumer Rebuttal /* (2000, 7, 2017/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After Leaving a message for A manager I did get a prompt response and I must say everyone I spoke with after dealing with the first nasty service representative where not at all as nasty and seemed genuinely concerned about the situation and fixing itThe situation handled in a timely mannerI have received the replacement and will be sending in the used one tomorrowI appreciated how quickly the company took care of thisBecause of the managements speedy response I would buy from this company again

Initial Business Response /* (1000, 5, 2016/12/23) */
We agree the customer's request. We will ship the requested charger for their unit to them as soon as possible, and give an estimated time of delivery as the customer has also requested.
Initial Consumer Rebuttal /* (2000, 7, 2016/12/27)...

*/
(The consumer indicated he/she ACCEPTED the response from the business.)
Received charger that I ordered today 12/27/2016. I am satisfied that I have now received my order, however, prior to today the only response concerning this complaint from the company was when I received a notice that the item was shipped.

Initial Business Response /* (1000, 8, 2017/01/25) */
We agree to the customer's desired resolution. We have issued a credit to the customer for the purchase price of the unit. [redacted]
Initial Consumer Rebuttal /* (2000, 10, 2017/01/29) */
(The consumer indicated he/she ACCEPTED the response...

from the business.)
They refunded my money.

Initial Business Response /* (1000, 5, 2016/02/15) */
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 the terms and conditions, damage to the shell is not covered under the standard...

manufacturer's defect warranty. I do apologize for any inconvenience.
OFFER:
Your unit can be sent back to you as is externally, with only the internal repairs being done, if this is how you wish to proceed. Otherwise, you will need to pay if you would like the shell damage to be repaired. Please let us know how you would like to proceed.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the shell would not have been allegedly damaged (as you have had the item for a month and now advise me that it was damaged) if the swagway was not internally damaged. The damage was a result of the malfunction and should be your responsibility to repair.
Final Consumer Response /* (4200, 21, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just so you are aware your office mixed up 2 rma numbers. I ended up returning both swagways to models because their customer service understands the issues with the hoverboards. The white one that was returned to me was still broken and not fixed that is why models took it back. This has been a waste of time with you and the money I spent to send back to you for repair as you did not repair it. Luckily models took it back do to your repair techs incompetence.
Final Business Response /* (4000, 19, 2016/03/11) */
The last comment the buyer made was that this complaint is in reference to her black unit. She never sent in the black unit. Her complaint (and RMA) was for a white unit. This is her problem description in the RMA she submitted: "Hello, I purchased 2 swagways but there is an issue with the white one. the swagway totally twists making it impossible to get on it unless someone is holding the wheels and pads where you place your feet. There is also a noise coming from inside like a screw come undone."
This white unit that she sent in is the one that was internally repaired. We even swapped out the battery for her at no charge. As stated in our terms and conditions, damage to the shell is not covered under the manufacturer's defect warranty. Since one of her shell pieces had a crack in it, we offered to repair it at our normal repair cost. This was optional. The unit was fully repaired and functional internally. She declined to pay for the optional repair, so we shipped the unit back to her.
It is absolutely ridiculous that she went back and forth about this until we simply shipped it back and then, out of the blue, stating that she is referring to her black unit which she never sent in because it works perfectly.
Please help us resolve this. Buyer has 2 functioning units.

Initial Business Response /* (1000, 5, 2016/02/22) */
Hello and thanks for your purchase.
I see that you have already been refunded a week ago.
Have a great day!
OFFER:
Buyer was refunded on 2/16/16

Initial Business Response /* (1000, 5, 2016/08/30) */
Hello. If you are concerned with the product operating properly we are willing to have it shipped back to us and have our technicians take a look at it and fix any problems covered under the warranty that may be wrong with the...

Swagway.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Honestly, I don't really want the product anymore. I have a serious safety concern about the product and don't want to take any chances that anything happens to my family as a result of having it. I would prefer to just send it back and have my money refunded.

Initial Business Response /* (1000, 5, 2016/03/03) */
Contact Name and Title: [redacted] - Swagway
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello and thanks for your purchase!
When completing the RMA, it states that it may take up to 3 business days for it to be approved. Yours...

was approved within this timeframe. Once it is received, it may take 3-7 business days for your refund to appear. We do apologize for any inconvenience. Thanks and have a nice day!
OFFER:
Item has not been received. Once it is received, a refund will be issued.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate your clarity on the matter, I was told via phone that I would not receive my RMA within that window because your RMA department was quote "backed up" I do appreciate that I did receive it within the three days and I sent the product back immediately. It is expected to arrive back to your facility on 3-7-2016. I packed it in its original packaging just as it came. We literally took it out only to have to put it right back in the box because it did not work. I received an email stating that I could possibly be charged a 30 to 5 % restocking fee or be refunded my full amount only after your team test the product thoroughly. What every testing you conduct on the product is your doing and I should not be held accountable for that as I ensured the product was sent in the same manner I received it.Also I do not believe I should be charged any type of fee as the product arrived defective in the first place. I did not pay for a defective product to arrive to me there for I should not have to pay any fee for returning something that did not work in the first place. The email also states that your current RMA processing time 15 day or 23 days from the day it is received in your facility.That seems excessive to me. So I hope you are correct in that it should only take 3-7 days. At $400 dollars for your product I expected it to work. I would like a FULL REFUND of what I paid.
Final Business Response /* (4000, 9, 2016/03/09) */
You will be fully refunded.
Thanks and have a great day!
Final Consumer Response /* (2000, 11, 2016/03/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you.
When can I expect my refund?.

Initial Business Response /* (1000, 5, 2017/04/11) */
The box kit to retrieve this customer's board was sent to them. Tracking number: 1ZX865VXXXXXXXXXXX. As soon as this customer's board is received, it will be immediately battery swapped, as per the customer's initial request.
Initial Consumer...

Rebuttal /* (3000, 7, 2017/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well I don't mind the boxes being sent to fix the board after 8 months of promises but my granddaughters board also stopped working on the right side before my warranty had expired and I was told to state this when sending board back..of course it has taken so long for swagway to send me boxes (and that wasn't until I had contact with the Revdex.com) that my warranty had now expired..This problem was reported prior to warranty expiration so I just want to make sure the right side will be fixed per customers noting this to swagway when the battery is swapped as that was one of the option choices from swagway PER their recall..Thank you
Final Business Response /* (4000, 9, 2017/04/12) */
We have reached out to this customer via phone and left a message. We will repair any technical or manufacturer's defects that would impair the boards functionality for free. (This excludes cosmetic damage). We will be repairing their board to full functionality, as well as swapping the battery, as per their recall request.
Final Consumer Response /* (2000, 11, 2017/04/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept that swagway will fix anything mechanical and change the defective battery when they receive my granddaughters board back..I will send back sometime the week after easter..Hopefully after repair the board will be okay for riding again...thank you..[redacted]

Initial Business Response /* (1000, 5, 2016/12/23) */
We agree to the customer's desired resolution. The prepaid labels as per the customer's request have been sent to them. Awaiting the customer to send the unit back.
Initial Consumer Rebuttal /* (3000, 8, 2016/12/27) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
The unit has been returned and I was only refunded [redacted] instead of the [redacted] I would like to keep the case open until I am fully refunded. The fact that I received a partial refund shows how poor the communications are within the company.
Final Consumer Response /* (2000, 16, 2017/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They credited the rest of the money today, weeks after the unit was returned. I would like to be removed from any of their mailing and call lists, per my initial request.
Final Business Response /* (4000, 14, 2017/01/12) */
This customer has already been fully refunded as per their desired resolution.
Transaction ID: XXXXXXXXXXX @ [redacted]
Transaction ID: XXXXXXXXXXX @ [redacted]
for the requested total of: [redacted]

Initial Business Response /* (1000, 5, 2017/01/11) */
We agree to the customer's desired resolution. Prepaid labels were sent to the customer. We have received the unit, and will be issuing the refund as per their desired resolution.

Initial Business Response /* (1000, 5, 2016/12/23) */
We have reached out to this customer via phone. We have successfully come to a resolution that the customer was happy with.
Initial Consumer Rebuttal /* (2000, 7, 2016/12/27) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
I would first like to say thank you to the Revdex.com for helping me resolve my issue. Swagway contacted me and resolved my issue with no problems whatsoever. I am very thankful they that they stepped up and righted there wrong.

Initial Business Response /* (1000, 5, 2016/03/17) */
Hello and thanks for your purchase.
As has been previously stated on multiple occasions, we cannot refund purchases from other vendors. Furthermore, you agreed to a new replacement, which has already shipped.
Tracking:...

1ZX865VXXXXXXXXXXX
Thanks and have a blessed day!
Initial Consumer Rebuttal /* (3000, 7, 2016/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have never once been advised that a refund could not be issued especially since YOU CANNOT RETURN THE ITEM BACK TO THAT VENDOR AS STATED IN THE RETURN POLICY. Also, I never agreed to a new replacement. This item was a Christmas gift to my child. It is now almost April. My son is no longer interested in the unit since the return has taken over 2 months to receive. I find it ironic that TODAY I finally receive a tracking number. THE WORST EXPERIENCE I HAVE EVER HAD AS A CONSUMER.I will be returning the item back to Swagway,as I requested a refund and the item is no longer wanted.
Thank you and have a blessed day.
Final Business Response /* (4000, 9, 2016/03/18) */
We cannot issue refunds for purchases from other vendors. Swagway does not have the funds from your purchase since you did not purchase the item directly from Swagway.com. We have happily replaced your item with a brand new one.