Whistle Labs

In order to determine the customer has a faulty device and requires replacement we do have extensive troubleshooting that is required.  The customer initiated the request on 2/6/2017.  At the time the customer did not have the equipment to complete the troubleshooting. We sent a follow up...

email requesting a contact number to reach out and complete the necessary troubleshooting.  The customer replied on 2/7/17 stating they would not be available until late and they would try contacting us the next day.  We emailed the same day with detailed instructions of troubleshooting the customer could do prior to speaking with us.  We did not hear back from the customer until 2/13/17. Once the customer followed up on 2/13/17 we moved on to the next troubleshooting steps, which was pictures of their device and set up.  The customer replied on 2/16/17, without pictures, requesting to return their device.  We advised the customer we would need to complete troubleshooting before proceeding with a return.  At this point the customer had only completed the troubleshooting we requested via email and not responded to our request for pictures but the customer felt they had completed enough troubleshooting.  They replied on 2/18/17 with the pictures we requested and shortly after responded asking for instructions to return the product.  We replied and let the customer know they were out of the 30 day return for refund period, however they were still within the one year warranty period.  On 2/18/17 we offered 3 months of free service if the customer would allow us to finish the troubleshooting that had been started.  The offer for 3 months of free service was accepted by the customer 2/20/17 and a request to return the device for replacement.  We replied on 2/21/17 explaining we still needed to complete troubleshooting.  We did not hear back from the customer until 2/26/17 at which point they advised they would do the troubleshooting and also wished to speak with a supervisor.  The customer and the advocate agreed to a time and day for a call but we were unable to uphold that due to an outage of our servers that impacted many companies.  We followed up on 3/1/17 and when the customer replied she requested a supervisor due to the fact her device had not yet been replaced. A supervisor contacted the customer within the set time frame.  A replacement was sent on 3/5/17 and the 3 free months of service offered 2/18/17 was added to the customer's account.  We do have required troubleshooting steps and processes to ensure it is a faulty device and warrants a replacement. We try to make it as easy as possible for our costumers while trying to follow our established process.