Tile, Inc.

To the Revdex.com Committee:
We would like to report that our team has resolved the matter at hand concerning *** *** ** *** after proper troubleshooting steps corrected the issue*** *** confirmed his issue as solved on a telephone call with us on May 18,
For every email
communication we received from *** *** starting on May 5, 2017, we responded within one business dayFrom May 9, to May 13, 2017, we did not receive a response from *** *** *** was also offered a scheduled phone call with a Customer Care Representative on May 14, and May 15, 2017, but he did not schedule a call on both occasionsThese were the biggest factors as to why the issue took about two weeks to resolve
*** ***’s issue was that he believed one out of the three Tile Original Gen products he had was previously activated and therefore needed to be replacedIn his specific case, *** *** successfully activated two out of the three Tile Original Gen 2’s, but when he attempted to activate the third Tile Original Gen 2, the activation screen froze in the Tile appHe attempted to activate the Tile Original Gen another time, and received an error message that the Tile had been “Previously Activated.” This caused *** *** to believe that he was sold a previously activated Tile that warranted a replacementHe also stated that he did not see any successfully activated Tile in his app
Due to a technical error in the Tile app that caused the activation screen to freeze, the third Tile Original Gen appeared to not activate properly, when it had in fact activated successfully to *** ***’s accountWhen *** *** attempted to activate the Tile a second time, he received the “Previously Activated” error message because the third Tile Original Gen was indeed already activated to his account
When *** *** first contacted our Customer Care team, our Customer Care Representative let *** *** know that we could see three Tile Original Gen 2’s activated in his account through our backend system, and he could find the third Tile Original Gen named as “Tile” in the appBut *** *** stated that he could not see a Tile Original Gen named “Tile” in the Tile app on his phone and continued to pursue a replacement Tile
*** ***’s issue was escalated to our highest tier of customer care, who reached out to him via a phone callOn the phone call, our Customer Care Representative asked *** *** to state what Tiles he could currently see in the app on his mobile device*** *** said that he was now able to see the Tile Original Gen named “Tile” in the app on his mobile deviceHe no longer wanted a replacement Tile and confirmed that his issue was resolved

Initial Business Response /* (1000, 5, 2015/07/15) */
On June 11th the customer contacted us stating that his Tile app was crashing due to not having the most up to date version of his mobile operating systemOne of our customer care agents replied and offered him the solution of updating his
operating system to the most recent version in order to resolve the app crashing issuesThis solution has been known to solve a large percentage of customer issues
The customer responded by informing us that upgrading to the new IOS is not a good option for himHe pointed out that the Apple store says the app should be compatible with iOS or higher and requests an older version of the app that is compatible with iOS The Tile agent replied by saying that the newest updates in our app would require the newest operating system and that if he upgrades, the app would not crash anymoreThe customer wrote in on July 10th conveying his disappointment that he was asked to upgrade his mobile operating system when our app details indicate that the app should be compatible with his current operating system version
Resolution:
We regularly recommend that our customers upgrade to the most recent app and operating system versions since each version release is designed to incrementally improve the stability of the app and/or operating system by providing feature enhancements and bug fixesThat being said, upgrading OS is not a troubleshooting requirement, and there were other troubleshooting options that we offer customers if an operative system upgrade is unsuccessful or not feasibleIn the customer's initial conversation with our agent, these additional troubleshooting options were not discussed at lengthWe have since reached out to the customer and have offered these steps and are awaiting a replyShould these additional steps prove unsuccessful, we will be happy to provide the customer with a replacement provided that he meets the eligibility criteria outlined in our warranty policy which can be found on our website
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On July 14, Tile support did send additional steps to tryI completed those steps and on July 18, I responded to Tile support with the information that they requestedI am awaiting a responseTo be clear, the initial communication from the Tile support (that is referenced in their above response), the rep ONLY offered upgrading the operating systems as supportIn subsequent requests for help, it was made painfully clear that the only means of support would be if I upgraded to the latest version of Apple's Operating System (iOS 8)According to the products description in Apple's "App Store" my iOS version (iOS 7) is compatible
Regarding the warranty and warranty policy on their website, the warranty speaks only to the hardwareI have no idea if the hardware is defective or not as the software that communicates with the hardware is not functioningThere is no information about warranty remedies when the software that controls the hardware failsIf I were to purchase an iPhone and the iOS crashed upon powering on the phone, it would be ridiculous for Apple to say "the warranty covers the iPhone hardware only." This is similar to what I am experiencing: potentially working hardware with non-working software
To complicate matters, the Tile hardware lasts for approximately yearI've spent month of that year trying to get support for the non-working softwareThe nature of this product (software) is that it's not something that the user would view daily or even weeklyIt's something the user would launch when trying to locate the missing itemIt's like a spare tire: you only access it when in needIf you were to go to use your spare tire and found out that it was inoperable, you'd likely want compensation from the manufacturerWhen this app failed, it was in my time of need and I don't know what remedy would be suitable, and The Tile App, Inchasn't offered anyWhich isn't surprising since until the Revdex.com get involved they wouldn't even offer support for the software to allow me to use the product going forward (much less compensate for the period when the product was not useable)
I await a response from my July 18, email to Tile supportI will continue to comply with their requests for informationBefore the Revdex.com's involvement, The Tile App, Incwas not even offering these token attempts at supporting their softwareIt is critical that the Revdex.com remain engaged because without the Revdex.com, the Tile App had dismissed my requests for assistance
On July 14, The Tile App, Incsupport did send additional steps to tryI completed those steps and on July 18, I responded to The Tile App, Incsupport with the information that they requestedI am awaiting a responseTo be clear, in the initial communication from The Tile App, Incsupport (that is referenced in their above response), the rep ONLY offered upgrading the operating system as "support." In my subsequent requests for help, it was made painfully clear by The Tile App, Incthat the only way I would get product support would be if I upgraded to the latest version of Apple's Operating System (iOS 8)According to the products description in Apple's "App Store" my iOS version (iOS 7) is compatibleI understand that The Tile App, Incmakes software updates for various enhancements and "bug fixes." When these updates do not apply to all users, The Tile App, Inchas a responsibility to communicate that to their customersThe Tile App, Inccan include information in the Apple App Store that indicates "this update is for iOS and higher"The Tile App, Incdoes not indicate that publicly (in the App Store)However, when communicating with The Tile App, Inctechnical support, I learned that " the newest updates in our app would require the newest operating system"This is the core of my complaintThe App Store says "Compatible with iOS or higher." The Tile App, Inctechnical support says "the newest operating system" is requiredThis statements are mutually exclusiveThe software cannot be compatible with iOS AND "require" iOS
Regarding The Tile App, Inc.'s warranty and warranty policy on their website, the warranty speaks only to the hardwareI have no idea if the hardware is defective or not as the software that communicates with the hardware is not functioningThere is no information about warranty remedies when the software that controls the hardware failsIf I were to purchase an iPhone and the iOS crashed upon powering on the phone, it would be ridiculous for Apple to say "the warranty covers the iPhone hardware only." This is similar to what I am experiencing: potentially working hardware with non-working software and no path to rectify this
To complicate matters, The Tile App, Inchardware lasts for approximately one yearI've spent over a month of that year trying to get support for the non-working softwareThe nature of this product and its software is that it's not something that the user would view daily or even weeklyIt's something the user would launch when trying to locate the missing itemIt's like a spare tire: you only access it when in needIf you were to go to use your spare tire and found out that it was inoperable, you'd likely want compensation from the manufacturerWhen I discovered that The Tile App, Incapp failed, it was in my time of needI don't know what remedy would be suitable, and The Tile App, Inchasn't offered a remedy of any kindWhich is not surprising since, until the Revdex.com get involved The Tile App, Incwouldn't even offer support for the software to allow me to use the product going forward (much less compensate for the period when the product was not useable)
I await a response from my July 18, email to The Tile App, IncsupportI will continue to comply with their requests for informationBefore the Revdex.com's involvement, The Tile App, Incwas not even offering these token attempts at supporting their softwareTherefore it is critical that the Revdex.com remain engaged because without the Revdex.com, The Tile App, Inchad dismissed my requests for assistance
To be clear - this is NOT resolvedThe Tile App, Inchas not provided working software to communicate with the hardwareThe Tile App, Inchas not provided a "work-around" to allow ANY functionalityThe Tile App, Inchas been dismissive and their latest communication (after the Revdex.com complaint was filed) was their only (and remains their only) attempt at troubleshooting the problemTheir reference to their warranty highlights that The Tile App, Inconly warranties their hardware and not the software that controls the hardwareI still hold out hope that The Tile App, Inc, will offer a satisfactory resolution to this issueI hope that The Tile Inc, will take into consideration that I was an early adopter/supporter of the product and that I've ordered multiple Tiles since my initial support/pre-orderIt's not too late for The Tile App, Incto do the right thing and provide a happy solution for me and The Tile App, Inc
Final Business Response /* (4000, 9, 2015/08/04) */
On July 18th, 2015, the customer informed us via email that his newly installed app kept crashing, but that he had followed our troubleshooting steps provided by our technical specialistMeanwhile, our engineers began working on replicating the issue in order to determine if the cause of the app crash was truly a device/software compatibility issue or something unique to the customer's specific configuration
On July 21st, we sent an update to the customer with the current ongoing status of how our engineers were still working to replicate the customer's exact issue for issue resolutionWe informed the customer that we would update him when we received any new information from our engineering department, and we encouraged him to write back to us at any time
On July 24th, we sent a follto clarify that our engineers were still engaged in replicating the application crashOur engineers had attempted to use the current version of the Tile app with the hardware and operating system version the customer specified and were unable to successfully reproduce the issue, leading us to conclude that the source of the issue is not an inherent compatibility issue as the customer had claimed, but rather a specific issue with some other aspect of the customer's device configuration which is unique to his situationWe acknowledged his concern reflected in his previous Revdex.com response that we were not replying to his most recent inquiry and we wanted to assure him that a reply was madeWe also stated that the agent that conducted the initial troubleshooting misspoke when he indicated that an iOS update is a required troubleshooting stepAs discussed in our previous Revdex.com reply, this is a highly recommended troubleshooting step because operating system upgrades often address issues that affect the overall stability and reliability of the device and could significantly reduce or completely prevent app crashes from occurringThat being said, we test our app releases with every operating system version we support, and can confirm based on our independent tests that the customer's hardware and operating system combination are in fact compatible with the most recent version of our appIn spite of the fact that this was not a systemic compatibility issues as the customer had claimed in his original Revdex.com complaint, and was thus not covered under the terms of our warranty, we offered the customer a full refund as an exceptionHe accepted this offer on July 25th
The customer replied that same day and explained that he had seen our response from July 21st, thereby resolving the claim in his Revdex.com complaint that we had not followed up with him in a timely mannerHe went on to further explain that he received a notification that we had replied on the Revdex.com thread and he followed up to our reply
We replied, thanking him for his understanding of the situation and will continue contact with him
In addition to the troubleshooting steps regarding the customer's device provided by our technical specialist, we repeatedly recommended the best solution to the customer of updating his operating system to resolve the issueMeanwhile, our technical specialist also gathered relevant information pertaining to the customer's situation in order to provide context to our expert engineers who attempted to replicate the customer's situation for ultimate resolutionIn every email, we encouraged the customer to reply to us with any additional questions and provided the link to our Help Center and our blog where we post the latest company updates
Our warranty policy covers our product which has both software and hardware componentsIn the event that we can confirm that either component is causing the issue, we will offer a refundFor this customer, we have actively engaged in the process of replicating the customer's device configurations but have not run into the same application crash issue the customer is experiencingThis strongly indicates that the issue is not with our softwareIn this situation, we have ultimately provided the customer a refund as an exception to our warranty and refund policyThe customer has accepted this solution; moreover, as an additional gesture of goodwill, we encouraged the customer to keep the products for which he will be refunded; he can always use these Tiles with another device or with his existing device should he decide to update to a new version of his operating system or if he is willing to provide more information and try additional troubleshooting steps
Final Consumer Response /* (2000, 11, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
To be clear, only after engaging the Revdex.com did The Tile Inc, attempt to resolve this issueOnce the Revdex.com complaint was started, The Tile Inc has been helpful, communicative and responsive
After many correspondences with The Tile Inc and their attempts to resolve the issue, The Tile Inc has issued a refund and while I am disappointed that the product did not work for me, I am satisfied with the ultimate resolution

Initial Business Response /* (1000, 5, 2015/05/28) */
[redacted] had contacted us on 4/6/ 15 with his request to return the items and receive a refund. We replied on 4/7/15 requesting the necessary information to authorize the return. The customer replied on 4/7/15 with the information...

requested. On 4/8/15 we replied with the RMA number and instructions on how to return his order. On 4/27/15 the customer inquired about the refund that had yet to be processed. We replied on 4/27/15 informing the customer about a processing error which had resulted in a delay in receiving his check refund. We offered to call the customer and explain in more detail what had occurred regarding his refund, as well as offer an alternative refund method if he did not wish to receive the check. The customer replied on 4/27/15 and agreed to a call with one of our agents. Our agent called on 4/27/15 and explained his refund options and the customer chose to wait for the refund check. Our agent followed up with an email summarizing their conversation and stating that the refund check will be mailed out at the end of the week.

On 5/12/15 the customer writes in stating that he has not yet received the check and had filed a complaint. We replied on 5/12/15 stating that our check processing was still experiencing delays, but we could process the refund via credit. This would require another phone call and us retrieving his updated credit card information as we had migrated to a new fulfillment system and his original credit card information had not carried over. On 5/14/15 we proceeded to reassure the customer that his credit card information would only be used for his refund and that we did not have access to his original information as a security measure in place to protect customer information. The customer agreed to the phone call on 5/14/15 and we were able to retrieve and process his refund. We followed up our call with an email that included the RMA number he could use to reference the refund transaction and we informed him that the refund had been approved and processed.
Conclusion:
Due to a processing error and our recent migration to a new fulfillment system, the customer was unable to receive his refund in the timeframe originally provided. As of May 14th 2015 the customer has been refunded and the issue has been resolved

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/22) */
[redacted]
We have responded to every inquiry this customer sent in through the email address associated with her order: [redacted]@comcast.net
Mrs. [redacted] first contacted our company through her email address on December 17th, 2015...

asking about the status of her order. We responded to her inquiry on December 18th, 2015, apologizing and explaining the delay, as well as letting her know that her order would arrive before December 25th, 2015.
On December 17th, before receiving our email response, Mrs. [redacted] contacted our company again through our chat support to inquire about the status of her order. A support agent told her that her order would arrive before December 25th, 2015 .
Also on December 17th, 2015, after hearing from the support agent that her order would arrive before the 25th, Mrs. [redacted] commented on an ad on our company Facebook page reading: "Do NOT buy!! They are not getting orders out to anybody, read this page, it's incredible! Need to call the Revdex.com!" Her comment was not removed, and she was not blocked from the Facebook page.
Our website was updated on December 15th, 2015, to say that domestic orders placed on or before December 17th, 2015 and international orders placed on or before December 16th, should arrive before December 25th, 2015. This was updated before Mrs. [redacted] first wrote to us on December 17th, 2015. According to the tracking on Mrs. Arbittiers order, we will be keeping that promise.
Mrs. [redacted] has not attempted to contact our company through her email address, or via our chat support since, however she should have gotten an email last night, December 21st, letting her know that her order has shipped with priority shipping applied, and will arrive before 12/25 as promised. On December 22nd, a member of our Customer Care Team reached out to Mrs. [redacted]. She was given a full refund of her order and allowed to keep her Tiles as a service recovery gesture.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I maintain that I absolutely was blocked from commenting on the Facebook page of the company (though I could still read it), the rest of the response from the company is correct. I believe they have reasonably resolved this problem and I hope that next year, they will either improve their efficiency or make it very very clear on the website that shipping can take up to a month.
I have no problem knowing that a company is overwhelmed and working to keep up. I would have simply not counted on the items that I ordered as presents.

I do have a problem when the company is aware of a huge over demand for their product and aware that they are very backed up in their supply but not telling the consumer...all while keeping up an aggressive marketing campaign on facebook.
I hope this product is terrific and that the company can grow and handle the demands. There is nothing worse or more off-putting than being treated badly as a consumer when there are other similar products on the market.
My lack of contacting the company after their responses to me post-chat was in response to the Revdex.com warning to contact them if the company contacted me after making my complaint. There was no point in doing anything until reading their response here.
I am satisfied with the outcome and their effort to make things right.

Complaint Response Date bumped because: Holiday

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

To the Revdex.com Team,
We would like to report that our team has resolved the matter at hand concerning Mr. [redacted]. We reached out to Mr. [redacted] through a telephone call and worked with him to understand the issues his Tiles were currently experiencing.
After speaking with Mr....

[redacted], we declared that his Tiles qualified for warranty replacements and processed his replacement Tiles that same day.
Ms. [redacted] expressed that this was a satisfactory resolution via email on August 28, 2017.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/20) */
Case Number: #XXXXXXXX
Date Resolved: XXXX-XX-XX
[redacted]
We have responded to every inquiry this customer sent in through the email address associated with her order: [redacted]@therainesgroup.com
Mrs. [redacted] first contacted us...

using her aforementioned email address on November 30th at 12:37PM PST via our chat services asking to cancel her order. In the chat, we let Mrs. [redacted] know that we were unable to cancel her order. We explained that, in order to fulfill orders as quickly as possible during the busy holiday season, orders were being sent to our shipping center almost immediately. We then told Mrs. [redacted] that she could return her order if she so chose, and that the refund would be credited back to her within 4-6 weeks. Mrs. [redacted] was dissatisfied, so we then informed Mrs. [redacted] that, although we are typically unable to cancel orders that have been processed by our shipping facility, we would reach out to the center specially to see if the order could be cancelled manually. We promised to follow up with her via email.
Later that day, at 4:06PM, we sent Mrs. [redacted] an email letting her know that her order was in fact already out for shipping and apologized for the inconvenience. We offered her a full refund for her purchase, and asked that she simply decline the package when it arrives so that she would not be charged. We explained that, due to the high volume of processes caused by the holiday season, our finance team was focused on issuing refunds in a timely manner, precluded only by their dedication to data accuracy. Mrs. [redacted] was thanked, and we apologized.
At 5:08PM on November 30th, Mrs. [redacted] thanked us for our timely response and ask for clarification on whether her refund would be issued immediately or when she declined the package. Mrs. [redacted] also asked about the repercussions of her order being delivered when she was unable to deny it.
On December 1st, at 6:39PM we responded to Mrs. [redacted], and let her know that we could commence the refund process once the package was declined. We clarified that, although we quoted a timeframe of 4-6 weeks, sometimes it is a much quicker process. We also mentioned that if she was unable to receive the package it would be most likely that the package would be returned to us.
On December 2nd, at 4:09PM, Mrs. [redacted] emailed to let us know that the package had indeed been left at her door even though she did not personally receive it, and asked us to advise how it should be returned. She requested her refund be processed immediately, and expressed disbelief that it could not be done.
On December 3rd, at 10:30AM we company apologized for the package having been left at her door, and explained that some deliveries are left to the discretion of the courier personnel. We authorized the return of Mrs. [redacted]'s order for a refund, including any shipping fees for the return of the package. Mrs. [redacted] was provided a Return Merchandise Authorization number and given the instructions and policies for completing the process for a refund.
That same day, at 10:44AM on December 3rd Mrs. [redacted] asked whether her contact with us was a manager, noting that she wanted her refund to be escalated to a higher ranking support advocate. She attached a receipt for her shipping cost and expressed that she could not comprehend why a refund could not be processed immediately. She also noted, "at this rate I feel that more than just a refund is in order."
On December 6th, at 1:30PM we noted that she had been communicating with a supervisor, and that her refund for her shipping costs of $4.80 had been processed. We offered a free Tile as added compensation.
On December 14th, at 5:58AM Mrs. [redacted] emailed us to let us know that she had not yet received her refund for her order, but that she had received the refund for her shipping costs.
On December 16th, at 5:26PM we apologized for the frustration and reiterated that even after the refund is processed it could take up to 4-6 for the refund to be credited to back to her. We informed Mrs. [redacted] that we would contact the finance team directly to see how her refund could be expedited.
That same day on December 16th, at 6:02PM Mrs. [redacted] responded expressing her frustration.
On December 18th at 3:35PM, we replied to Mrs. [redacted]'s email, apologizing for the frustration and explaining the refund window briefly from a technical perspective.
On January 1st, 2016 at 2:06PM, Mrs. [redacted] contacted us via our chat service inquiring about the status of her refund. We responded, and told Mrs. [redacted] that she would receiving an email with an update that same day.
Later that day, at 3:19PM January 1st, we emailed Mrs. [redacted] to let her know that the refund had been processed manually and a note had been escalated to the finance team for expedited return.
On January 4th, at 3:38PM Mrs. [redacted] expressed her gratitude.
On January 12th, at 9:38AM Mrs. [redacted] contacted us via chat inquiring about the status of her refund. We told her that we would check the status and follow up with a phone call if there were any issues with applying her refund.
On January 13th, at 10:57AM we emailed Mrs. [redacted] to organize a phone call. We explained that there was an internal error that had recently surfaced, and that we discovered it had effected a few returns, including hers.
On January 13th, at 1:31PM we called Mrs. [redacted] and apologized for the inconvenience. We explained that, due to an internal error, her refund was delayed on account of the server disallowing double refunds to one account. We immediately credited her account the full amount of her order and apologized. We offered to send her a free Tile should she want it.
That same day, on January 13th at 2:02PM we followed up via email with Mrs. [redacted] to apologize again and provide her with her Transaction ID.
Mrs. [redacted] has not attempted to contact us through her email address, or via our chat support since.
In summary, the customer has been fully refunded the purchase price for her product, and has twice been offered free product as a gesture of our sincerest apologies for her unsatisfactory experience. We made our best efforts to assist the customer through every stage of this process, including attempting to expedite her refund; however, a technical issue prevented us from accelerating her payout as fast as we would have liked. At this point we consider this issue to be closed, however we invite the customer to reach back out to us if there is anything else we can do.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While they did finally resolve the issue, it was only done after I filed this complaint with the Revdex.com and told them I was contacting my attorney.
I asked several times to speak with a manager and have someone contact me on the phone and it was never done until this complaint was filed and after 6 weeks of poor email communications.
I just want the public to be aware that this is most likely not a company they would want to deal with due to their poor customer service. Their team was unknowledgeable and I was even once contacted and referred to by the wrong name which is extremely unprofessional (December 3rd - 10:30AM).

Initial Business Response /* (1000, 5, 2015/12/09) */
On 08/18/15 Mr. [redacted] had contacted us regarding 3 Tiles he received out of his order of 12 that would not activate. We replied on 08/19/15 with some troubleshooting steps and offered to replace the Tiles if they did not respond to the...

troubleshooting step. Mr. [redacted] replied on that same day requesting we move forward with the replacement. Later that same day we replied requesting information necessary to process his replacement Tiles. Mr. [redacted] replied on 08/20/15 and provided the requested information. We completed the replacement request and issued him 3 RMA numbers he could use to return his defective units.
On 11/29/15 Mr. [redacted] contacted us again stating that 1 of his Tiles had run out of battery and would not ring. We replied to his request on 11/30/15 with a video outlining some troubleshooting steps he could try to get his Tile up and running. That same day he replied and informed us the video did not assist him and he proceeded to confirm his address. We replied by offering few more troubleshooting steps and requesting clarification with some details regarding his Tile. Mr. [redacted] made several replies stating that he wanted a replacement. On 12/02/15 Mr. [redacted] followed up on his previous requests and wanted clarification on how we were going to proceed. We sent Mr. [redacted] a reply on 12/03/15 stating that his replacement was processing and would be shipping within the next 2 business days. The replacement Tile was shipped on 12/7/15 and is currently en route to Mr. [redacted].

To the Revdex.com Team,
We would like to report that our team has resolved the matter at hand concerning [redacted]. As there did not seem to be prior contact history with [redacted], and so on Friday August 18th, we reached out to [redacted] through a telephone call and...

worked with him to understand his Tile experience. To ensure we turned his experience around, we replaced his lost Tile Slim, and are sending him our new Tile Sport which has double the range of Tile Slim to use in the future.
[redacted] expressed that this was a satisfactory resolution via email on August 21, 2017.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/21) */
The consumer purchased an order on 12/8 with expedited shipping, technical difficulties in our fulfillment process coupled by an extended order backlog caused by extremely high holiday volumes resulted in his order not being processed within our...

standard timeframes.
The consumer utilized our live chat support service, which is available 7 days a week from 8:30am to 5:30pm PST to contact us several times regarding this order. Each time we apologized for the delay, however we did not have any concrete timeframes available for when the technical issue and backlog would be resolved.
On 12/13, the consumer again utilized our live chat support and engaged with our customer
care agents. We offered a refund of the shipping fees associated with the consumer's order. The consumer did not accept this offered resolution and asked for the estimated delivery date.
Although we do not provide inbound telephone support, we offered to outcall the customer to better serve him regarding this issue. However, due to high contact volumes, we were not able to fulfill the outcall appointment.
As a gesture of apology for the experience, we offered refund the shipping fees associated with his order. The customer refused.
The contact was subsequently escalated to a member of our Tier 3 support team, and our Tier 3 representative offered to refund the original order and send the customer an expedited new order as a gesture of apology for the poor experience. In addition to this upgraded order, we still shipped the customer's original order (which had been refunded) to him at a later date.
In summary, because of the shipping delays and unsatisfactory service that he experienced, we made the consumer more than whole by ensuring that the consumer was refunded all of his money and should now be in possession of two orders sent by us to him as a gesture of apology for his experience, completely free of charge. In our last communication with the consumer, he accepted our offered resolution and thus, we consider this closed.