WINK, INC.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

We apologize for the delay in handling this caseWe've contacted the customer, sent the shipping label to get the defective item back to us and will replace with a new one once we get itFurther,
we've refunded the entire order so the customer will pay nothing for this product

I regret that our process has not met [redacted]'s expectations. We did service his product and promptly reply to his email requests for service. We are unable to refund his money since he did not purchase from us.

[redacted] was unable to update her Wink Hub's firmware, most likely due to interference from other devices at her location. She called ** Nov at 8:52 PM and we immediately sent her a free shipping label.We received her Hub on Saturday, ** NovWe serviced and shipped it back to her...

on Monday ** NovUSPS reported her address as undeliverable on ** NovemberCustomer contacted us on ** November and at that time we sent her a brand new Hub as well as giving her a $50 discount code for use on our web site. USPS delivered the original Hub (previously undeliverable) on Friday, ** NovI regret we were not able to resolve it to the customer’s expectations, but I feel that five business days is well within reasonable expectations for turn around. At this time the customer currently has received two Wink Hubs and $50 from Wink and we consider this issue closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
While it is true that on September [redacted] I contacted Wink and was told that it "would take longer" to have the hub replaced, I was not informed of a time frame of 3-4 weeks.  In addition, I questioned why it would take longer to simply replace the hub with a fully functional hub rather than waiting a week for Wink to update the hub and then return.  I received a reply from Wink on September ** stating they would simply replace the hub; again without defining the time frame jor addressing their statement about why it would take longer.  After a couple of exchanges verifying the details, I submitted the information needed on September **.  Wink did reply the same day with the RA labels, however my junk email filters picked it up (mostly likely due to the attachments) and I was unaware of the reply.  Approximately two weeks later I asked for an update and due to the autoreply feature on Winks system saw the Sep ** email with the RA labels.  I promptly informed Wink that the update was not needed.  As stated, I then mailed the hub back to Wink, with Wink receiving on Oct *.  On Oct ** I asked for an update and was told that "the return can take up to 10 business days to process in our warehouse...Were (sic) on the [redacted] business day right now since it arrived so it should just be one more day."  On Oct ** I had yet to hear of progress and requested another update.  I received a reply on Nov * stating they were "a little behind on processing returns."  I replied, requesting a refund as the process had taken over a month and a half.  Wink was not willing to do so.  After waiting another week and having no progress, I filed a complaint with the Revdex.com early in the morning asking for assistance with the refund.  Late that day, I received notice that the hub had shipped.At this point, I will attempt to return the hub to the store of original purchase.  Should the store not honor the return, I still request that Wink refund the full purchase price.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] was unable to update her Wink Hub's firmware, most likely due to interference from other devices at her location. She called ** Nov at 8:52 PM and we immediately sent her a free shipping label.We received her Hub on Saturday, ** NovWe serviced and shipped it back to her on Monday **...

NovUSPS reported her address as undeliverable on ** NovemberCustomer contacted us on ** November and at that time we sent her a brand new Hub as well as giving her a $50 discount code for use on our web site. USPS delivered the original Hub (previously undeliverable) on Friday, ** NovI regret we were not able to resolve it to the customer’s expectations, but I feel that five business days is well within reasonable expectations for turn around. At this time the customer currently has received two Wink Hubs and $50 from Wink and we consider this issue closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
While it is true that on September [redacted] I contacted Wink and was told that it "would take longer" to have the hub replaced, I was not informed of a time frame of 3-4 weeks.  In addition, I questioned why it would take longer to simply replace the hub with a fully functional hub rather than waiting a week for Wink to update the hub and then return.  I received a reply from Wink on September ** stating they would simply replace the hub; again without defining the time frame jor addressing their statement about why it would take longer.  After a couple of exchanges verifying the details, I submitted the information needed on September **.  Wink did reply the same day with the RA labels, however my junk email filters picked it up (mostly likely due to the attachments) and I was unaware of the reply.  Approximately two weeks later I asked for an update and due to the autoreply feature on Winks system saw the Sep ** email with the RA labels.  I promptly informed Wink that the update was not needed.  As stated, I then mailed the hub back to Wink, with Wink receiving on Oct *.  On Oct ** I asked for an update and was told that "the return can take up to 10 business days to process in our warehouse...Were (sic) on the [redacted] business day right now since it arrived so it should just be one more day."  On Oct ** I had yet to hear of progress and requested another update.  I received a reply on Nov * stating they were "a little behind on processing returns."  I replied, requesting a refund as the process had taken over a month and a half.  Wink was not willing to do so.  After waiting another week and having no progress, I filed a complaint with the Revdex.com early in the morning asking for assistance with the refund.  Late that day, I received notice that the hub had shipped.
At this point, I will attempt to return the hub to the store of original purchase.  Should the store not honor the return, I still request that Wink refund the full purchase price.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Wink, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

I regret that it has taken longer than usual to replace [redacted]'s product.
On Sep [redacted] contacted us about an issue updating the firmware on his Wink Hub. This can happen when other devices cause interference at a customer's location. We offered to send him a free shipping label so...

we could update his hub and return it however he refused and demanded a replacement. If he would have sent his Hub to us it would have been upgrade (at no cost) and returned within 5 business days.We told him via email that a replacement would take longer (we had to get a supply of new product from manufacturing and then update each of them before being sent) but he insisted. We sent him a free shipping label to return his product on Sep **. On Oct * we received his product and it is currently being processed. It can take 3-4 weeks to receive the customer's unit, update a new one and return ship. His replacement product should be shipping in the next 3-5 business days.

I regret that it has taken longer than usual to replace [redacted]'s product.On Sep [redacted] contacted us about an issue updating the firmware on his Wink Hub. This can happen when other devices cause interference at a customer's location. We offered to send him a free shipping label so we could...

update his hub and return it however he refused and demanded a replacement. If he would have sent his Hub to us it would have been upgrade (at no cost) and returned within 5 business days.We told him via email that a replacement would take longer (we had to get a supply of new product from manufacturing and then update each of them before being sent) but he insisted. We sent him a free shipping label to return his product on Sep **. On Oct * we received his product and it is currently being processed. It can take 3-4 weeks to receive the customer's unit, update a new one and return ship. His replacement product should be shipping in the next 3-5 business days.

We sent a replacement lock the customer as a customer service gesture.

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 and the matter has been...

resolved.
Sincerely,
[redacted]

Review: I purchased two GoControl Premium Home Security Suite from their website. I never opened either of them. I contacted them on several occasions inquiring on how I can return these for a refund. Their customer service department is the worst! Each time I’ve contacted them I get told that the last rep never processed my return. When I’ve asked for an address that I can pay to ship them back myself I get told they don’t have the address, or a different department handles this (they won’t transfer you to that department). Basically I’m told that I have to wait for them to email me a shipping receipt, and that it takes 24 to 48 hours to do so. Unfortunately I’ve never received anything from them. And can’t seem to get anyone to help.Desired Settlement: I would like to be refunded my money.

Review: Sent my wink hub in to get repaired after wink sent out an update to the hubs making them not work and I was told to mail it back to the company and get it fixed and returned but come to find out my hub was damaged by [redacted] and was not told about it and here I am a month out and still no hub.Desired Settlement: I would like my hub back in working condition.

Review: Purchased a Wink hub, but soon after needed to update firmware to allow it to fully function. Update failed, so contacted Wink who tried to push update from their side. Update would not push either, so Wink said unit had to be returned for update. Wink received the unit on Oct * and has stated multiple times unit would be returned in 7 days. Unit still has not been shipped. Recently I asked for a refund as they've failed to perform, but Wink would not discuss.Desired Settlement: At this point I'd like a full refund.

Business

Response:

I regret that it has taken longer than usual to replace [redacted]'s product.On Sep [redacted] contacted us about an issue updating the firmware on his Wink Hub. This can happen when other devices cause interference at a customer's location. We offered to send him a free shipping label so we could update his hub and return it however he refused and demanded a replacement. If he would have sent his Hub to us it would have been upgrade (at no cost) and returned within 5 business days.We told him via email that a replacement would take longer (we had to get a supply of new product from manufacturing and then update each of them before being sent) but he insisted. We sent him a free shipping label to return his product on Sep **. On Oct * we received his product and it is currently being processed. It can take 3-4 weeks to receive the customer's unit, update a new one and return ship. His replacement product should be shipping in the next 3-5 business days.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

While it is true that on September [redacted] I contacted Wink and was told that it "would take longer" to have the hub replaced, I was not informed of a time frame of 3-4 weeks. In addition, I questioned why it would take longer to simply replace the hub with a fully functional hub rather than waiting a week for Wink to update the hub and then return. I received a reply from Wink on September ** stating they would simply replace the hub; again without defining the time frame jor addressing their statement about why it would take longer. After a couple of exchanges verifying the details, I submitted the information needed on September **. Wink did reply the same day with the RA labels, however my junk email filters picked it up (mostly likely due to the attachments) and I was unaware of the reply. Approximately two weeks later I asked for an update and due to the autoreply feature on Winks system saw the Sep ** email with the RA labels. I promptly informed Wink that the update was not needed. As stated, I then mailed the hub back to Wink, with Wink receiving on Oct *. On Oct ** I asked for an update and was told that "the return can take up to 10 business days to process in our warehouse...Were (sic) on the [redacted] business day right now since it arrived so it should just be one more day." On Oct ** I had yet to hear of progress and requested another update. I received a reply on Nov * stating they were "a little behind on processing returns." I replied, requesting a refund as the process had taken over a month and a half. Wink was not willing to do so. After waiting another week and having no progress, I filed a complaint with the Revdex.com early in the morning asking for assistance with the refund. Late that day, I received notice that the hub had shipped.At this point, I will attempt to return the hub to the store of original purchase. Should the store not honor the return, I still request that Wink refund the full purchase price.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I regret that our process has not met [redacted]'s expectations. We did service his product and promptly reply to his email requests for service. We are unable to refund his money since he did not purchase from us.

Review: First off, I bought a wink hub from [redacted] and when I tried to set this up I was blocked by a firmware update that wouldn't actually update. I called customer service and was told that I had to send this thing in because there is a issue with the hub and they have to fix it in house. Word cannot express how backwards it is that I bought an item that a company KNOWS won't work out of the box. Why they have not fully recalled this product is tantamount to fraud. Begrudgingly I sent this thing back and gave them the return address to send it back. The geniuses at the company have sent it to the wrong address. I contacted the company again and they claim to have sent out a new hub but they're sending it to the same address that is having the issue. Please note that I have sent many packages to this building (one of the biggest and well knows buildings in Chicago) and I had now problem receiving them. Now I can't return the item because I gave it back to company and they won't give me a refund.Desired Settlement: At this point I just want my money back.

Business

Response:

[redacted] was unable to update her Wink Hub's firmware, most likely due to interference from other devices at her location. She called ** Nov at 8:52 PM and we immediately sent her a free shipping label.We received her Hub on Saturday, ** NovWe serviced and shipped it back to her on Monday ** NovUSPS reported her address as undeliverable on ** NovemberCustomer contacted us on ** November and at that time we sent her a brand new Hub as well as giving her a $50 discount code for use on our web site. USPS delivered the original Hub (previously undeliverable) on Friday, ** NovI regret we were not able to resolve it to the customer’s expectations, but I feel that five business days is well within reasonable expectations for turn around. At this time the customer currently has received two Wink Hubs and $50 from Wink and we consider this issue closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On 1/**/16 I purchased a GE Link Daylight light bulb. The bulb is part of the GE Link family and is packaged in identical packaging to the three other bulbs and the starter kit that comes with two of the soft white bulbs. All the product packaging displays "compatible with Wink" logos as well as indicating which hubs they are compatible with. Having purchased the starter kit a year or so ago and having added 5 bulbs to the network over time, I was excited to see the new Daylight color for the bulbs. I purchased the first bulb on 1/**. I attempted to pair the bulb with the hub, and all the indicators listed for successful pairing occured. The bulb blinked 3 times, the hub indicated a connection, but it would not be added to the app. After a couple hours of attempts, troubleshooting and research, I gave up. I figured I had a defective bulb and would return it the next day. After exchanging the bulb, I had the same issues. I did some more research before finally contacting Wink as instructed by the app. I used twitter and after a few messages I was told that the bulb was not compatible with the Link hub and that the product packaging was a misprint. I was told that [redacted] (the company that founded and spun off Wink) no longer supported the Link hub and that they would not be able fix the issue. I informed the rep that the packaging is not only misleading, but clearly placed the bulb in the same product family. The hub displays the Wink logo embossed on the front and all the resources I have state to contact Wink with any issues. Wink is not taking ownership of this issue despite their name and logo and "certified Wink Compatible" being displayed on all the products.Desired Settlement: I want Wink to exchange my Link hub with a Wink hub so that my existing bulbs and the new daylight bulbs will be compatible as advertised. I also want Wink to post an advisory to their website to alert consumers to this incompatibility.

Review: I purchased a Wink Hub, and numerous Wink Proprietary devices (**-Link Hubs, bulbs, [redacted] Power Strips) in Mid-April 2015. The purpose was to control my home devices and protect my home while I am away as I am a frequent traveler. On April [redacted] my hub failed, I placed several phone calls to their support line waiting 45-55 minutes each time for a response. The first call indicated that it was a system-wide failure to thousands of consumers, the hub needed a software update, and I was provided the option to return or repair the hub myself, I chose the latter and was provided instructions that were incorrect. During my second call I was told my only choice would be to send in the hub and wait ten days for a replacement. I decided to implement my own solution to update the hub online which I accomplished successfully, Wink provided no help. During the first call the Wink representatives apologized and said that ALL customers affected by the outage will receive a $50 credit due to the extended outage, I am yet to receive any credit. Approximately a week later (May *) my two [redacted] Power Strips failed to respond to remote control via the Wink App, this was critical as they controlled key components of my security system. I immediately contacted Wink and [redacted] (via Email) opening service tickets #[redacted] and #[redacted], I also inquired about the $50 credit that was never received. On May [redacted] my 2 Link Hubs failed, these control 30% of my lighting system, I didn't open a ticket as saw little to gain since they still hadn't responded to the first ticket(s). Almost three weeks have now passed and still have not received any response from either Wink or [redacted]. My system is currently impaired on some items, and inoperable on others. I have tried to resolve this issue in good faith but lacking any response I had to open this case.Desired Settlement: I depend on this system to operate my household devices when I am away, and need assurance that they will operate properly. I want to return all my Wink proprietary devices so I can start over with a new system that I can trust and that is dependable. I currently own 1 wink hub, 3 link hubs, 8 ** Light Bulbs, and two [redacted] Power Pivots. I also own a [redacted] 120VAC switch, but I will keep that if it will function with other Z-wave products.

Consumer

Response:

At this time, I have not been contacted by Wink, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Review: Someone needs to really take a look at Wink. I was having difficulty pairing it with my kwikset lock and they told me "pull the battery pack out then pull the chip clip out. I said it doesn't want to come out. He said pull it, it comes out just like the battery. Well I did and the reason it didn't want to come out was because a wire was attached it to it. I talked to a supervisor and she said well you shouldn't have pulled it out. I asked her if they tape the calls and she said yes, I told her well listen to the tape he told me to pull it out. The supervisor said, well you still shouldn't have pulled it out. I asked her if she would replace be the kwikset deadbolt, she said no, you broke it. I said because I was listening to your techs trouble shooting directions. She told me to take it up with Kwikset.Desired Settlement: Replace or repair the Kwikset deadbolt

Business

Response:

We sent a replacement lock the customer as a customer service gesture.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,