Swagtron

Initial Business Response /* (1000, 5, 2017/02/09) */
We agree to the customer's desired resolution. We will fix the board in good faith just once for this customer. Cosmetic damage is not covered under our standard one year warranty.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/09) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
I do except the response given to me by the swagtron company. However, I will not close this case with the Revdex.com until I have received my hoverboard back in the mail completely fixed. I would like to say this: a company without good customer service and without an easy way to contact and speak to people, will ultimately fail. Also, swagtron is not clear on what is and is not covered. They are also not clear on how to go about finding out if something is covered or not without sending in the device first. I am extremely disappointed in this company because I had to write a complaint with the Revdex.com, post tweets on Twitter, post comments on Facebook, and anywhere else I could get someone to listen to me. The fact that just today I was told by them to send an email to them after I have sent emails three times, and also spoken to someone in person that couldn't do anything for me, is ridiculous and frankly, a waste of my time. I do not have time or patience to deal with companies who do not back their products. As soon as I receive my swagway back in repaired condition, I will be fine with closing this complaint. Oh, and one more thing, I get an email today saying that my device is being shipped back to me, and another email, same day, saying that the company would not pay for the parts. It appears to me the left side doesn't know what the right side is doing at swagtron.

Initial Business Response /* (1000, 5, 2016/01/20) */
Contact Name and Title: Agnes - Swagway Support
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello and thanks for your purchase. You received a total of 3 chargers from us since you repeatedly filled out forms requesting...

them to be sent to other addresses. As for the return for the board itself, it was approved 2 weeks ago, yet you still have not sent it back and you have yet another charger on the way. Please ship back all of our items in new condition asap as the 30-day return policy is in effect.
OFFER:
Although it is strictly against our policy, I can provide, I will gladly issue a one-time prepaid label. Please be sure to include all 3 chargers. Thanks and have a blessed day
Initial Consumer Rebuttal /* (3000, 12, 2016/02/02) */
As a follow up to this complaint. They issued me a prepaid shipping label to return the swagway, Howvere, this came after I had shipped it back to them at a cost of $54.00, they threatened me to quickly ship it back (so after several days of packing it properly, I shipped it. It was not until your contact with them that they sent the label. So, as a result they are unable to reimburse me for shipping due to the inability to record it correctly in their accounting. Also, they still have not refunded me for the hoverboard, keeping my $400 at this point. If they refund me I feel it will be a blessing...I am still extremely frustrated with Swagway,Inc. A horrific company to deal with. Please help. [redacted]
Final Consumer Response /* (4200, 16, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No. They refunded $334 according to them but I have not received it yet on my end ( in my bank account) and I paid $399. There is no reason given to the deducted amount. This is a company that needs serious review. Please contact them with this complaint. They do not address any of my questions when I email them and because they do not have a numer I cannot call them. Once again I am very frustrated
Final Business Response /* (4000, 18, 2016/02/11) */
Contact Name and Title: Agnes - Swagway
Hello again,
As stated, you failed to return the item with all of the accessories. Please refer to our terms and conditions, which states "Returned products must be undamaged, clean, and in otherwise new condition with all original materials i.e. original packaging, manuals and accessories, and must be accompanied by the original invoice."
OFFER:
Buyer has been refunded.

Initial Business Response /* (1000, 5, 2017/03/15) */
We have reached out to this customer via email. The recall guidelines state they will receive either a battery swap or a [redacted] voucher, not a [redacted] refund. We have informed the customer of this and are awaiting their response, so that we may...

further assist them.

Initial Business Response /* (1000, 5, 2017/01/31) */
We have reached out to this customer via email to let them know we agree to their desired resolution. Prepaid labels have been sent to this customer to return their unit for the desired refund. Thank you.

Initial Business Response /* (1000, 5, 2016/10/26) */
Hello.
This a 8-12 week process, as stated. I see that the buyer already received an RMA (return merchandise authorization) and pre-paid label for a battery swap, as requested, on 10-21 and is having a shipping kit delivered tomorrow (10/27...

UPS tracking 1ZX865VXXXXXXXXXXX).
Thanks for your cooperation in this matter. Once the unit is received by us, we will quickly return it.
Have a great day!
Initial Consumer Rebuttal /* (3000, 7, 2016/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the process was started around 8/10/16. The company site stated it would take 6-8 weeks to complete the RMA. When I received the email from [redacted]@swagway.com it stated it would take 8-12 weeks. 3 months to correct a bad battery is a long time. When I purchased this unit I received it in a few days. Ok fine 8-12 weeks to fix my unit and have it back to me. Today is 10/27/16. It has been 2 months and 17 days and im barely receiving my UPS label on 10/26/16. It has almost been 3 months and my unit is still sitting and unusable for months. This is horrible service. 12 weeks will be on 11/10/16 so based on the original email I received for my RMA I will have my unit back to me in less than 13 days once it put it in the mail tomorrow ? This unit has been useless for the last 4 months. Very Unhappy Customer and very unhappy kids. The unit will be in the mail tomorrow 10/28/16
Final Business Response /* (4000, 9, 2016/10/28) */
Hello again,
The process takes "around" 8-12 weeks. I understand that it's a long time, but we have to process the requests in the order they were received to be fair to all of our customers.
The good news is that once the unit is here, we generally ship them back out within 5 business days.
Thanks for your understanding and cooperation.

Initial Business Response /* (1000, 5, 2016/06/13) */
Hello,
As you can see in the consumer's complaint, there are contradictory statements made. If the unit came damaged, then a UPS damage claim investigation would have been started, according to the policy in our terms and conditions. However,...

the buyer did not adhere to or cooperate with this policy since the damage was obviously caused by usage. Furthermore, as stated in the T & C, "all returns for non-defective reasons are subject to a restocking fee up to 30%" Here are the tech notes from the buyer's return: "Replaced both top shells as they were cracked. No other issues with unit. Calibrated and it functions normal."
For the sake of customer satisfaction, I can gladly offer a [redacted] credit to amicably resolve this case.
Thanks and have a great day!
Initial Consumer Rebuttal /* (3000, 7, 2016/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My statement was not contraindicating. The device came to me defective, not operating outside at all (no power) and inside it vibrated too bad to ride. There was no red light on, which would indicate a need for calibration per their support. So I asked to return for an exchange for another unit. There were no cracks before shipping back, unless they weren't noticeable. I think it would be very noticeable if it were cracked. It all seems very shady. The only explanation if the unit truly was cracked is that the shipping company damaged it, because like I said, we didn't see any cracks. The company was contacted the day we received the swagway that it wasn't
operating properly. I expected to exchange it for a functioning swagway; however, they just returned it and took out [redacted] Before I noticed they took the money out I had already ordered another unit from them, which came in an operates fine. I wouldn't have returned the first one if it worked properly. I also wouldn't have ordered another one from them if I'd known I'd be treated this way. In the RMA email it says they will check
out the unit and contact you. This never occurred. It is the company's responsibility to switch out a defective unit. It's not like we had it for weeks or months and it broke. It came in not operating correctly and outside at all. I just want to be treated properly. I want the 80.00 back that they took out for returning the unit due to it being defective. It's not like we just didn't want it, it didn't work properly. That's why I purchased another unit from them. They need to be a
decent, respectful company and make this right. This is not how a company should do business.
Final Consumer Response /* (2000, 11, 2016/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You for doing the right thing.
Final Business Response /* (4000, 9, 2016/06/15) */
The buyer has been refunded the remaining balance taken out for the restocking fee per our terms and conditions for the sake of customer satisfaction.
Have a blessed day!

Initial Business Response /* (1000, 5, 2016/12/23) */
We have sent the instructions to this customer regarding the next step in the recall process they have mentioned. We have given our corporate contact information to this customer, and will also reach out to them directly to ensure this situation...

is resolved.
Initial Consumer Rebuttal /* (2000, 7, 2017/01/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/12/23) */
We have reached out to this customer via email and phone call. We have successfully come to a resolution the customer was happy with.
Initial Consumer Rebuttal /* (3000, 7, 2017/01/04) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
Manager reached out - advised my best option would be to accept a lesser model, but a brand new model with an extended warranty. I agreed. (Other option was warranty and [redacted] credit.) I was advised the NEW unit would be delivered 12/28/16 it has not as of 01/04/17. Contacted the company and it has no record of my call, or order for replacement. Emails to representative who answered Revdex.com complaint have gone unanswered. Zero resolution.
Final Business Response /* (4000, 9, 2017/01/13) */
We have reached out to this customer via email. We have successfully come to a resolution that the customer was happy with.

Initial Business Response /* (1000, 5, 2016/10/12) */
Hello and thanks for your purchase.
Attached is your order information. You ordered and paid for two units. You also received an order confirmation, as all of our other customers. The buyer has 2 open chargebacks. We are more than accept the...

return, although you are well past our 30 day refund policy if you return the item within the next 5 business days, which is plenty of time since you are in the next state over. Furthermore, I will grant a full refund IF the unit is UNOPENED, UNUSED, and returned in a timely fashion. Also, the chargebacks must be closed.
Thanks for your cooperation and understanding.

Initial Business Response /* (1000, 5, 2016/08/02) */
Hello, and thank you for your contact!
We at Swagway are required to follow the CPSC guidelines when participating in this recall. You 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 recall. We are following the recommendation of the CPSC, as required by law. Please 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 2271 certified SentryShieldTM battery. This 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 information. The original documents lack any highlighting. The un-highlighted and completely unedited versions of the documents are fully available at the websites listed above.

Initial Business Response /* (1000, 8, 2016/12/23) */
What the customer is describing is a standard pending hold used by credit card processors. We 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 company. This matter should have already been resolved by the customer's credit card company. We apologize for the inconvenience this has caused.

Initial Business Response /* (1000, 5, 2017/01/31) */
We have reached out to this customer via phone. We have successfully come to a resolution that the customer was happy with.

Initial Business Response /* (1000, 8, 2016/08/18) */
The product was purchased through [redacted] When the customer has filled out a RMA request we have accepted it and sent the customer RMA numbers to return the product. The battery is the problem, during each repair the battery is replaced. We have...

not refused to fix the Swagway.

Initial Business Response /* (1000, 5, 2017/02/24) */
We agree to the customer's desired resolution. We have also sent the customer prepaid labels to their email to get the item back for repairs.
Initial Consumer Rebuttal /* (3000, 8, 2017/03/10) */
Yes and I just obtained a box big enough for...

it to fit in. Fingers crossed they fix or replace it.
Thanks,
[redacted]
Sent from my iPhone

Initial Business Response /* (1000, 9, 2016/12/23) */
We have looked into this issue and have determined that the customer did not give us notification of the change of address prior to our shipment of the unit back to the customer's original address. The unit that was shipped to the customer's...

address we had on file at the time has not yet been returned. At this time, we would like the customer to please reach out to us so that we may solve this issue for them as soon as possible.
Initial Consumer Rebuttal /* (3000, 11, 2017/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have, now on three occasions, sent the correct address to the email that was provided to me ([redacted]@swagway.com) on Sept 12, when I received the original RMA from Swagway. I had several correspondence with Swagway to little avail, even requesting a shipping label to return the product to the correct address, to which they claim they can't provide.
I provide the correct mailing address timely and to the appropriate email as instructed, yet I am still not being helped in any way, shape or form from Swagway.

Initial Business Response /* (1000, 5, 2017/05/09) */
We have set the customer up for an expedited repair for their unit. Their unit will be worked on by our top Swagtron Certified Technician, put through rigorous and robust test to ensure full functionality, and then sent back to the customer....

Their unit will be in and out of our facility no longer than 48 hours.
Initial Consumer Rebuttal /* (3000, 7, 2017/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This will be the second time sending the unit back and with the fire hazard my daughter has not been able to enjoy this very expensive toy. I would much rather send your unit back and get a refund. When you spend so much on a toy your expectation is that this toy will perform.
Final Business Response /* (4000, 9, 2017/05/10) */
We have reached out to this customer via phone. We have successfully come to a resolution with the customer via expediting the repair for their unit.

Initial Business Response /* (1000, 8, 2016/07/27) */
The CPSC's website [redacted] ) states that for Swagway their remedy for the lithium-ion battery problem is to have us repair them as we do have a UL 2221...

certified battery to replace the current battery with. Please visit [redacted] to submit a return authorization request.
Initial Consumer Rebuttal /* (3000, 10, 2016/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a total refund
Final Business Response /* (4000, 12, 2016/08/02) */
Hello, and thank you for your contact!
We at Swagway are required to follow the CPSC guidelines when participating in this recall. You can view these guidelines here: [redacted]
These guidelines clearly state that we are to repair, not refund, the Swagway hoverboards affected by the recall. We are following the recommendation of the CPSC, as required by law. Please read more about the recall on our recall page as well: [redacted]
Swagway is offering to replace your battery, at no charge to you, with a UL 2271 certified SentryShieldTM battery. This 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:
[redacted]
AND
[redacted]
Please note the documents have been highlighted to indicate pertinent information. The original documents lack any highlighting. The un-highlighted and completely unedited versions of the documents are fully available at the websites listed above.

Initial Business Response /* (1000, 5, 2017/01/23) */
We agree to the customer's desired resolution. We have sent them prepaid labels to send the unit back for an exchange/repair.
Initial Consumer Rebuttal /* (2000, 7, 2017/01/25) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)

Initial Business Response /* (1000, 5, 2016/12/29) */
We agree to the customer's desired resolution. We have reached out to this customer to inform them of the actions we are taking to achieve that resolution.

Initial Business Response /* (1000, 5, 2016/08/02) */
Hello, and thank you for your contact!
We at Swagway are required to follow the CPSC guidelines when participating in this recall. You can view these guidelines here: ...

[redacted]
These guidelines clearly state that we are to repair, not refund, the Swagway hoverboards affected by the recall. We are following the recommendation of the CPSC, as required by law. Please read more about the recall on our recall page as well: [redacted]
Swagway is offering to replace your battery, at no charge to you, with a UL 2271 certified SentryShieldTM battery. This 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:
[redacted]
AND
[redacted]
Please note the documents have been highlighted to indicate pertinent information. The original documents lack any highlighting. The un-highlighted and completely unedited versions of the documents are fully available at the websites listed above.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know where the website is, had you read the complaint you would know that. I have filled out the form 3 times and called the number provided for assistance and have received no response from anyone by phone or email and no one has sent me anything covering the shipping for this issue. How long is going to take you to repair and redeliver the item I have already paid for? My daughter has already been unable to use it for a month now waiting on you to correct the issue as it sets in my garage for fear it will catch fire!
Final Business Response /* (1000, 16, 2016/09/20) */
Hello,
As the customer was told after completing the initial form, the entire process could take up to 8-12 weeks.
I see that this customer already received their unit on 9/15. UPS: 1ZX865VXXXXXXXXXXX
I do apologize for any inconvenience, but the duration of the process was made clear from the beginning. I can gladly offer a complimentary carrying bag for any inconvenience.
Swagway Management