Tagg Pet Tracker

Thank you for taking the time to communicate to us why our customer service did not meet your expectationsLast week we contacted this customer and offered a full refund
in order to satisfy themThe refund was processed on July 16th, 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 expectationsWe have contacted this customer to refund the charges in question and issued a replacement GPS tracker 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

Re: Complaint No.: ***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 time.I 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 so.Sincerely,*** ***

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 Mr*** when he activated his 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

Thank you for taking the time to communicate to us why our customer service did not meet your expectations while requesting a refund. We
have contacted this customer and resolved his issue to his satisfactionPlease 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
Best Regards,
*** ***
Snaptracs | Director of Customer Service

Thank you for taking the time to communicate to us why our customer service did not meet your expectationsWe have contacted this customer and refunded the charge in question, 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 ***, 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,
*** ***

Hi ***
“We acknowledge that you are unhappy with our policy however as stated before our terms of use clearly state that subscription prices are pre-billed and non-refundableThese terms of use were agreed to by MrAnderson when he activated his 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.”
Regards,
*** ***
Technical Support Engineer
Snaptracs, Inc
***@snaptracs.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI expect only the $refund in full, I called customer service in November and cancelled the service. This company is stealing money from me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
While the company has contacted me offering 20% off for a replacement, they have not contacted me in any regard offering a complete replacement/exchange for the broken unit at no cost to me.
Regards,
*** ***

To Whom it May Concern:
The first request for cancellation that we received from the customer was on December 3, 2014.  We require account authentication to cancel service to...

ensure we're cancelling the correct account.  We responded asking for the docking station id as a form of authentication.  We did not have a response.  On January 1, 2015 the customer contacted is with a new email acknowledging that we'd requested the docking station id and told us he no longer had the equipment to verify.  We replied that we needed the docking station id to confirm and asked for him to call us if he didn't have it in his possession.  The customer called us back on January 5, 2015 and authenticated the account.  It was then moved through the process of cancellation and the service for both devices was cancelled on 1/7/2015.  Between the initial email request on 12/3/14 and the cancellation completion on 1/7/2015, there was one additional payment of $8.90.  That charge has been refunded.  We do not have record of a cancellation request prior to that and therefore no additional charges will be refunded.  The refund was processed on 4/14/15.  It can take up to 72 hours to reflect back on the customer's account.  Please feel free to reach out to us if there are any additional questions. 
[redacted]Customer Experience Manager, Whistle
[redacted]-*-[redacted]

To Whom It May Concern:
The customer called in on 1/201/2015 to request cancellation of services.  The service was cancelled on 1/21/2015. It was noted that the customer had returned the device to the retailer but it was not noted it had been returned prior to the charges.  ...

The charges to the customer were not refunded because the terms and conditions state that the service is billed in advance and the service is nonrefundable.  On 1/22/2015 the customer called back for follow up on her case.  At that time it was noted that she had returned the product to the retailer long before the charges were incurred.  The charges, totaling $34.85, were refunded on 1/23/2015.  The reference number for the refunds are [redacted] and [redacted].  It was refunded back to the card on which the charges originated.  It can take up to 72 hours for the funds to reflect back on the account.  We tried to contact the customer on 1/26/2015 to notify them on the status of their refunds but were unable to make contact with the customer.  A voicemail was left.  At this point this customer issue appears to be resolved as their request for refund was approved and completed. 
Thank you, 
[redacted]
858-200-8649 // [redacted]@whistle.com

I just contacted customer service because my tracker has not been working, updating or able to find my dog for the past 3 days. I assumed the first day and a half was due to weather. Not only was the representative unhelpful, after 45 minutes, I was told that it will take at least 48 hours for someone to look into the problem. IF I need a replacement, that will take another 3-5 business days, which means the tracker will be out of service for over a week. It'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 warranty. The 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 2 years, which means I've spent well over $350 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. We have contacted  this customer and offered a full replacement in order...

to satisfy them. 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 expectations. Our terms of use clearly state that subscription prices are pre-billed and...

non-refundable. These terms of use were agreed to by Mr. [redacted] when he activated his device. To 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.

Thank you for taking the time to communicate to us why our customer service did not meet your expectations. Our terms of use clearly state that subscription prices are pre-billed and...

non-refundable. These terms of use were agreed to by [redacted] when she activated her device. To 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: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 2 months free of service.  Customer will update their subscription plan once they confirm they have...

received the refund of $144.20. [redacted]Customer Experience Manager, Whistle844-5-[redacted]

Thank you for taking the time to communicate to us why our customer service did not meet your expectations. [redacted]...

originally purchased February 2013. We replaced her unit September 2013 for broken clasps.  She emailed in June 2014 with the issues she described below.  We replied to the email with troubleshooting recommendations and asked her to call in.  There is no record of a call until 8/11.  On this date the customer was calling to deactivate her old device and activate her new device.  Based on what we can see in our database, there was no conversation regarding backordered products.  It doesn’t look like we did any troubleshooting with her to find a root cause and the customer is assuming she had a defective unit.  Her device was out of warranty in February and we wouldn’t have covered the cost of the replacement.  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:
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 2 months free of service.  Customer will update their subscription plan once they...

confirm they have received the refund of $144.20. 
[redacted]Customer Experience Manager, Whistle
844-5-[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]