Withings, Inc.

Hello,Thank you for choosing Withings for your health and fitness technology needs. I do apologize for the wait in response on your ticket; we endeavor to respond to all of our customers in a timely mannerOne of our customer service agents will follow up with you directly to assist in
adjusting the charge for this purchase. Again, my sincere apologies for the delay and any inconvenience this may have caused.Best regards,

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. I reject Withings characterization of my return of their product as "buyers [sic] remorse." I returned it solely because their only mode of troubleshooting was via e-mail exchange, over daysWatching paint dry is faster.I would have liked it very much if the scale had worked as advertisedIf it had, I was going to buy their BP cuff & fitness band, so that all were synced to the same app.In the end, it was just too much trouble dealing with this company (and when I went out on line to check other customers' experiences, I found that mine was not an isolated case).To close, I note that Withings did, finally, send me a prepaid return label, for which I thank them
Regards,
*** ***

Hello,As the original device was not purchased from our online store, we are unable to provide a refund as was requestedOur General Sales Conditions on our website outlines that customers experiencing issues with their product are eligible for a replacement only, unless the device was purchased from us AND a request for a refund is made within days of purchaseThat being said, the customer has accepted a replacement from our support team, so we consider this matter resolved amicably on our endWe remain available by email to continue assisting the customer should they have any questions about their replacement product.Kind Regards,Withings Customer Service

Hello,I apologize that you were not satisfied with the resolution we providedWe remain available to help you with your scale by email should you choose to continue troubleshooting with us, and we really hope we are able to get it up and running for your properlyIf not, please feel free to use the prepaid label to return your scale for a refund at your earliest convenience under our return policy. Should you choose to return your scale, please note that we must receive it before initiating the refund.Best Regards,*** **

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted].  
Regards,
[redacted]

We apologize for the issue you experienced while working with our customer support representative. You are correct in pointing out the typographical error in our original email, which omitted the limitations of the coupon that would be offered upon completing the survey. As a token of our apology...

for this issue, we have offered an alternate coupon via email to receive the product which he was originally attempting to apply the coupon to at no cost to him. We will be taking steps to ensure that such errors are not made in future communications, and that the restrictions on any future promotions are clearly communicated to our customers. I hope that this resolves the situation, and that you will forgive our original error.

We regret that you had a negative first experience with our products, and that there was a longer than expected wait for a response from our customer service team. To resolve this case, we provided a return shipping label to facilitate the product return, and sent a fully tested replacement to the...

customer from our offices to the customer to ensure that there wouldn't be any further issues. This is certainly a rare incident, and we hope that we have been able to resolve it to your satisfaction.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I completely accept that this was a simple over-site on Withing's part and appreciated their willingness to resolve this matter.  Their proposal is beyond what I expected.Kudos to the Revdex.com on the amazingly quick resolution of this matter.
Regards,
[redacted]

Dear Mr. [redacted],I sincerely apologize for the issue you experienced with our support team. In reviewing your case, it was clear that you should have been allowed to take advantage of our holiday return policy. One of our support team members is in touch and will be providing you with a return label...

to return the products that you purchased ahead of the holiday season. We regret that this was an inconvenience, and I hope that we can make things right. Best regards,Withings Customer Service

Hello Mr. [redacted],We regret the poor experience you had with our customer support team. It appears that the error made has been corrected, and you have correctly received your replacement instructions and return label for your defective watch. You should expect prompt replies going forward. I...

apologize for the difficulties you had, and I want you to know we will use this situation as a learning experience to improve the support we provide for customers. Please continue to work with our support team should you have further questions, and I hope you will be able to enjoy your replacement watch very soon.Best Regards,Withings Customer Support

Hello,We appreciate your taking the time to give your feedback about the visualization of the air quality in our online portal and iOS application. We take customer feedback into consideration in the development of our products, and want you know that we are continually striving to improve the...

customer experience. We would be happy to have more detailed feedback from you, so please continue to communicate with our support team to share your thoughts on how we might improve this feature.With regard to the ability to download your air quality data recorded by the Smart Body Analyzer, you are correct that we are unable to provide a means for it to be downloaded at this time. However, this functionality has not been advertised on our packaging, website, or other online documentation. That being said, our API is evolving regularly, and we invite you to regularly check our API Documentation page, http://oauth.withings.com/api, to learn about what new metrics can be exported. Additionally, any new features, such as the ability to download air quality data, that would be made available in the future will surely be announced on our website and online Help Center.We thank you for purchasing a Withings product, and hope that this helps to answer your concerns.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] 
I requested a full refund.
Regards,
[redacted]

Hello, We apologize for any misunderstanding. While we do not typically offer return labels for buyers remorse returns, we replied to Mr. [redacted] with a [redacted] shipping label on the morning of July 5th, following the holiday weekend. I have attached this label to our correspondence. We will...

make an effort to reach out to Mr. [redacted] again if he has not yet received this label. Best regards,[redacted]
Withings Customer Service

Hello, We regret the issue that you experienced. A member of our support team has reached out by email to assist you with this. We currently follow all industry best practices to ensure that purchases on our online store are screened to prevent fraud. Please continue to work with our support by...

email to resolve this situation. Best regards,Withings Customer Service

Hello,I apologize for the misunderstanding with your customer support case. We have had your email conversation with our support team reviewed by a manager, and determined that we made a mistake in the warranty replacement offer that you received. The original support team member handling your case...

will reach out by email to offer a full replacement for your Activité Pop rather than only a 25% discount on a replacement. We sincerely regret the frustration caused by this error, and hope that we can regain your trust. We look forward to assisting you by email directly with the exchange of your product. At this time, we are unable to refund purchases made from other online stores per your request via the Revdex.com, but we remain committed to helping you get a new Activité watch so you can continue pursing your fitness tracking goals. Sincerely,Withings Customer Support