Swagtron

Initial Business Response /* (1000, 12, 2016/09/20) */
Hello,
As stated in our terms and conditions, there are no refunds after 30 days of purchase. Furthermore, 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 [redacted]
We understand that safety is a major concern for you, as it is for us. At Swagway, safety is our top priority. As Swagway continues to set the industry standard, we are continually updating our technology. An update we proudly announced in February is Swagway's new Sentry-Shield technology. Therefore, 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.
I do apologize for any inconvenience. As compensation, I am willing to send two complimentary carrying bags once the buyer completes the form in the link above.

Initial Business Response /* (1000, 5, 2017/02/16) */
Hello. The response you received was stating that you were outside of the 30 refund time frame. A RMA has been sent to you.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/16) */
(The consumer indicated he/she DID NOT accept the response...

from the business.)
I asked for a new replacement or refund due to the fact of the hover board never working properly. Never heard if I qualified for new replacement. I was not aware of 30 warranty just 90 day warranty. Why don't I qualify for new replacement.
Final Business Response /* (4000, 9, 2017/02/24) */
We agree to the customer's desired resolution. The customer will be receiving a new unit.
Final Consumer Response /* (2000, 11, 2017/02/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

Initial Business Response /* (1000, 5, 2016/11/22) */
Hello,
Your account has been fully refunded. I do apologize for the delay and inconvenience.
Have a great day!
Initial Consumer Rebuttal /* (2000, 7, 2016/11/22) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
Although I am not happy that it took much too long and I had to make multiple contacts to get my refund, especially since I cancelled the order before it was processed or shipped, I do accept the response of the company. Additionally, I will never order from this company again. Their customer service is worse than any I have ever experienced!

Initial Business Response /* (1000, 5, 2017/05/05) */
This customer has successfully used their coupons to purchase two products on April 30th, 2017. Their units have shipped out to them on May 1st, 2017 and delivered May 2nd, 2017.

Initial Business Response /* (1000, 5, 2017/01/11) */
We agree to the customer's desired resolution. We have sent prepaid labels as the customer has request to return the item back to us.
Initial Consumer Rebuttal /* (2000, 7, 2017/01/13) */
(The consumer indicated he/she ACCEPTED the response...

from the business.)
Thank you!

Initial Business Response /* (1000, 5, 2017/01/17) */
We have reached out to this customer via phone. We have given them prepaid labels and shipping materials to further process their units regarding the recall.

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

Initial Business Response /* (1000, 8, 2017/01/25) */
We agree to the customer's desired resolution. We will be reimbursing the customer's shipping fees in this specific case.
Initial Consumer Rebuttal /* (3000, 10, 2017/01/26) */
(The consumer indicated he/she DID NOT accept the response from...

the business.)
The refund was made but not with us begging for it. Why should anyone have to go to the Revdex.com for resolutions. They are a very poor service company and are willing to take the funds from their customers without servicing the public at a minimum professional manner. Once they have the money the service is long gone!
Very unfortunate!
Final Consumer Response /* (2000, 11, 2017/01/26) */

Initial Business Response /* (1000, 5, 2016/02/08) */
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 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 container. Any shipping charges incurred when returning product to Swagway are the responsibility of the customer."
OFFER:
I will authorize a one-time pre-paid label for your RMA. Have a blessed day!

Initial Business Response /* (1000, 5, 2017/01/11) */
We agree to the customer's desired resolution. We sent prepaid labels to exchange the item for a replacement.

Initial Business Response /* (1000, 5, 2016/02/12) */
Contact Name and Title: Agnes - Swagway
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello and thanks for your purchase.
First of all, you only received the repair fee statement because you initially filled out the wrong...

RMA form. Secondly, as you were informed on 2/5, your replacement shipped and was delivered on the 10th according to UPS tracking confirmation.
Thanks and have a blessed day!
OFFER:
Buyer received her replacement 2 days ago :-)
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the supposedly brand new but defective product in December. I called and emailed several times, most of which went unresponded to. Instead of giving me a refund after they received the returned product in January, as was promised, they did nothing for one month, until they were contacted by American Express, per my second dispute. They did not do as instructed or as promised on any given occasion. Their customer service is virtually non-existent and I want no further dealings with them. If I filled out the wrong RMA form it was because I go NO direction or response from Swagway.
Final Business Response /* (4000, 9, 2016/02/22) */
Contact Name and Title: Agnes - Swagway
Since you want no further dealings with us, we hope you enjoy your item.
OFFER:
Thanks for your understanding. Have a wonderful day!

Initial Business Response /* (1000, 5, 2017/07/14) */
We have already refunded the full purchase price of the their board, as well as let them keep their current board. We have spoken on the phone extensively with this customer, and have let them be aware that they would receive a refurbished,...

tested board. Our technicians inspected and tested this board and found no issues with it.
The customer may send this unit in to us for any additional repairs, which we will fix for free under the One Year Limited Hardware Warranty they still possess.
Initial Consumer Rebuttal /* (3000, 7, 2017/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] (Customer service guy) Refused to send me a shipping label. I will provide proof that he is lying about repairing the board. He told me to mail it in at MY EXPENSE. He also said he would replace my broken board with a NEW ONE as the old one has been "fixed" by the Master Repairman 3 Times and we still cannot ride the board. After he promised me a new board, he mailed me a broken board. Why would I still be complaining if he had followed through with our agreement.? I will attach pictures to prove the board is un-usable. Reading through the complaints by customers from your site the complaints are all the same. They take 6-9 months to "repair" but they are never actually repaired. I have spoken with [redacted] 1 time and sent several requests to fix this board, but I have been met with lies and hostility. I will attach a copy of their response telling me the opposite of what they have replied to you. They are not taking responsibility for their poor workmanship. I will be shipping the broken hover board back to them. If they want to fix this relationship, they need to replace it with a new one. I DO NOT WANT THIS BROKEN ONE BACK. I have attached photos of the Board they are pretending was "repaired" and photos of the email that they are lying about sending me a shipping label to fix it. Please ask them to own up to this company's promise of actually providing what they said they would. Thank you. [redacted]
Final Business Response /* (4000, 9, 2017/07/17) */
We have sent this customer a prepaid label to retrieve the item back from the customer. The customer states they they do not want the board back. As we have refunded this purchase already, we can oblige this request.

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

item.

Initial Business Response /* (1000, 8, 2017/01/13) */
We have already spoken to this customer and have resolved this issue. They were issued a next day air item to guarantee delivery by Christmas.
Tracking Number: 1ZX865VXXXXXXXXXXX

Initial Business Response /* (1000, 6, 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, 2016/12/28) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
Thanks for sending me the labels the package it's on it's way.
I will close the case once they return the full amount I paid for the hoverboard thanks
Final Consumer Response /* (2000, 11, 2017/01/06) */
Hi they return to me my money I want to close this case thank you so much for your help

Initial Business Response /* (1000, 9, 2017/12/26) */
The Refund for Ms. [redacted]'s order# XXXXXX was issued on Dec. 19 via Amazon Pay reference# PXX-XXXXXXX-XXXXXXX-RXXXXXX, for $169.99. The customer would need to contact Amazon Pay support for further information if the funds had not yet been...

restored.
Initial Consumer Rebuttal /* (3000, 11, 2017/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We had to purchase a lower quality Swagtron T5 at a much higher cost from a different business due to this irresponsible business practice.
Yes the refund was processed however Swagtron is taking no responsibility in regards to the incident at ordering from the to start with.
When I purchased the T3 from Swagtron directly it was available for purchase. I was never notified otherwise until I did my own contacting to Swagtron. The customer service I received was a hung up phone call when the rude Manager basically told me "oh well".
Final Business Response /* (4000, 13, 2017/12/28) */
The customer's refund was issued on 12/19/17, one day after she requested to cancel the order on 12/18. A supervisor explained to the customer that she was sorry the item was out of stock, and confirmed that there was no equivalent model available to serve as a replacement at that time. The customer was unsatisfied with this answer, and thus requested to cancel the order. The order was promptly cancelled and refunded. The supervisor call was reviewed by management and there was no point on the call when the supervisor stated "oh well" to the customer. We do apologize for any inconvenience that this has caused the customer.

Initial Business Response /* (1000, 5, 2017/02/09) */
Swagway will follow the CPSC guidelines and will repair the unit as per the guidelines. Prepaid shipping labels and a box kit have been sent to the customer to receive their item from them for a battery swap.

Initial Business Response /* (1000, 5, 2017/03/14) */
We have already spoken with this customer over the phone. We will be issuing the customer a refund for their unit.
Initial Consumer Rebuttal /* (2000, 7, 2017/03/14) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)

Initial Business Response /* (1000, 5, 2016/12/23) */
After investigating the UPS tracking number tied to this customer's order, we see that item has this note in UPS: "As requested by the sender, the delivery change for this package was completed. / The sender requested that we return this...

package." At this time, we will be refunding the customer as per their desired solution, as the item is being return to us.