Tagg Pet Tracker

I just contacted customer service because my tracker has not been working, updating or able to find my dog for the past daysI assumed the first day and a half was due to weatherNot only was the representative unhelpful, after minutes, I was told that it will take at least hours for someone to look into the problemIF I need a replacement, that will take another 3-business days, which means the tracker will be out of service for over a weekIt's also funny that the last time my broke (2nd system in two years), I had to buy an entirely new set because I was out of warrantyThe rep ( [redacted] ) was unable to tell me when my warranty expired, was unable to get me to a manager (who may or may not call me back), and was unable to issue a refund for the lack of service I've had two systems and been a customer for about years, which means I've spent well over $trying to keep the system working Prior customer service representatives have at least been courteous and have tried to resolve the issue

Thank you for taking the time to communicate to us why our customer service did not meet your expectations [redacted] has been refunded and we communicated this via email with himThere was some confusion with the account because [redacted] has his credit card on file for his father's accountPlease accept our sincerest apology for any trouble or inconvenience we have caused you Again, we highly appreciate your feedback as it will assist us in becoming better at what we do

Thank you for taking the time to communicate to us why our customer service did not meet your expectationsWe have contacted this customer and offered a full replacement in order to satisfy themPlease accept our sincerest apology for any trouble or inconvenience we have caused you Again, we highly appreciate your feedback as it will assist us in becoming better at what we do

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] [redacted] has agreed to send me a refurbished unit and credit me for two months of service I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

To Whom It May Concern:We have reached out to the customer and resolved the issue The customer was charged in error and we have refunded everything they were charged plus given them months free of service Customer will update their subscription plan once they confirm they have received the refund of $ [redacted] Customer Experience Manager, Whistle844-5- [redacted]

Hello Revdex.com Team, Our response remains the same The customer should please refer to our earlier response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved I have just resolved this issue directly with the companyPlease close this complaint, # [redacted] , as I am satisfied with the solutionThank you for your help! Respectfully, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Dear [redacted] , # Thank you for bringing this case to our attention We would like you to know that we will address the customer’s concerns by issuing our sincerest apologies for the initial dissatisfaction he experienced with our productWe have communicated to this customer directly about this issue over the phone on January 22nd 2014, and informed him that we bill in advance for service and it is non-refundableWe explained that when he accepted the T&C's during activation he agreed to the prepaid service and that it was non-refundableHe also asked that we provide documentation proving the terms were in place when he agreedWe gave him the revision date of the customer contract and the details regarding amendments to contract and abiding to the terms We take these types of complaints seriously and would like you to know that we acted upon this issue as soon as it was bought to our attentionWe appreciate your feedback as it will assist us in becoming better at what we do Thank you, [redacted] Director of Customer Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThis product didnt work shortly after we activated itI called to cancel itYou cant charge me For something I am not gettingplease refund the 7*and it will be resolved Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Hi,Thank you for responding We would like you to know that we have addressed the customer’s concerns by issuing a replacement device and offering our sincere apologies for the initial dissatisfaction she experienced with our productThe replacement was processed on 2/8/2014, as a no cost replacement with the order number: [redacted] We take these types of complaints seriously and would like you to know that we acted upon this issue as soon as it was bought to our attentionWe appreciate your feedback as it will assist us in becoming better at what we doThanks again, [redacted] | Tagg Customer Care

Thank you for taking the time to communicate to us why our customer service did not meet your expectationsWe have corrected this subscription issue and processed a refund of $ Please accept our sincerest apology for any trouble or inconvenience we have caused you Again, we highly appreciate your feedback as it will assist us in becoming better at what we do

Thank you for taking the time to communicate to us why our customer service did not meet your expectationsOur terms of use clearly state that subscription prices are pre-billed and non-refundableThese terms of use were agreed to by [redacted] when she activated her deviceTo review our terms of use, please visit www.pettracker.com/legal Please accept our sincerest apology for any trouble or inconvenience we have caused you Again, we highly appreciate your feedback as it will assist us in becoming better at what we do

To Whom it May Concern: Customer [redacted] *** emailed customer support 1/7/upset because she was still getting charged for service and had sent her trackers back to us We have no record of a case where we requested her to send the equipment back to us We never created a return shipping label either We asked her to call in when she emailed 1/7/and we did not hear from her The customer stated that she sent her equipment back on "her dime" That is not our return merchandise authorization process and therefore the customer was never sent new equipment We issued a refund for the customer on 1/8/totaling $ This was for the service the customer was charged from her email to us January until now We are not sending replacement equipment because her warranty expired 10/31/ She would have been out of warranty when she contacted us in January and is out of warranty now We require account authentication to cancel service and Facebook is not a secure site that we can use to authenticate That is why she was referred to contact us via phone or email Thank you, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved I appreciate the swiftness of their response Regards, [redacted]

# Hi,Thank you for bringing this case to our attention We would like you to know that we have addressed the customer’s concerns by issuing a refund and offered our sincere apologies for the initial dissatisfaction experienced with our product We take these types of complaints seriously and would like you to know that we acted upon this issue as soon as it was bought to our attentionWe appreciate your feedback as it will assist us in becoming better at what we do Thank you, [redacted] Director of Customer Service

Re: Complaint No.: [redacted] To Whom it May Concern: I would like to sincerely thank the Revdex.com for its kinds assistance with the above listed complaint I am to wait for a reply, but am taking the liberty of advising at this time that I finally was able to get the tracking device in question to work Despite emails from Whistle (formerly known at Tagg) sending emails and inviting me to call again for support, this device now functions as it should I did receive a call yesterday from Whistle but was unable to reach the phone in timeI deeply regret imposing upon the Revdex.com for its help as I wasn't able to talk to someone I feel this complaint can be closed, if it is the Revdex.com's decision to do soSincerely, [redacted]

Thank you for taking the time to communicate to us why our
customer service did not meet your expectationsThe customers tracker was activated on 8/23/The customer canceled on 9/1/Since our service includes months of free service, the customer was not charged for any subscription fees or activation feeAfter the free months of service, customers will be charged with our activation feeSince this customer did use the months of free service, there was no activation fee charged, therefor her desired resolution is impossibleThere is no activation fee to refund, since one was never charged to the customer.
We have canceled this customers account and submitted a refund for $94.25.Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we doIf there is anything more we can do to help satisfy the customer, please do not hesitate to reach out to us via our website: tagg.com/supportThank You,*** | Tagg Care

*** ***,
The customer first contacted us on 12/2/via email
We responded with suggested troubleshooting for her particular battery problem The customer called the same day and we discovered the pet was in a metal kennel This can impact the performance of the battery We educated the customer on the impact of the metal kennel and set the expectations for battery life The customer called back on 12/18/ We went through additional troubleshooting as well as an escalation to tier technical support It was determined that the tracker was functioning as designed and because the customer was not utilizing the power saving technology the battery was depleting rapidly However, for customer satisfaction we replaced the tracker on 12/23/and set the expectation that a new replacement would have the same battery life if they continued to use the tracker in the same manner Due to the holidays there was a delay in shipment and the customer received their replacement 1/5/ The customer is now using the replacement equipment and has not reported any issues thus far
Thank you,
*** ***
Business Systems Analyst
[email protected]
(970) 545-