Swagtron

Initial Business Response /* (1000, 5, 2017/05/25) */
We've reached out to this customer via phone. There was an address issue with this customer that has since been corrected. We have already sent this customer a box kit as per their initial request. We will be expediting this process for the...

customer as a result.
Initial Consumer Rebuttal /* (2000, 7, 2017/05/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company had verified my address via email multiple times but said their system had a glitch that kept Shipping it to the old address. Hopefully the box arrives this time and they get the replacement sent timely.

Initial Business Response /* (1000, 5, 2016/02/22) */
Contact Name and Title: [redacted] - Swagway
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello and thanks for your purchase.
We have no older versions as the Swagway is a newer item. You were sent a working replacement of...

the same color and physical quality as the end you sent us.
Thanks for your understanding.
OFFER:
New bumpers have been shipped. Have a blessed day!
Initial Consumer Rebuttal /* (3000, 7, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What's the tracking number for the rubber bumpers that were allegedly sent? I want to see proof.
Final Business Response /* (4000, 9, 2016/02/26) */
Contact Name and Title: [redacted] - Swagway
USPS Tracking number: XXXXXXXXXXXXXXXXXXXXXX
OFFER:
Have a blessed day!

Initial Business Response /* (1000, 5, 2016/08/18) */
Hello, and thank you for your contact!
We at Swagway are required to follow the CPSC guidelines when participating in this recall. You can view these guidelines here: ...

http://www.cpsc.gov/en/Recalls/2016/Self-Balancing-Scooters-Hoverboards-Recalled...⇄
These guidelines clearly state that we are to repair, not refund, the Swagway hoverboards affected by the recall. We are following the recommendation of the CPSC, as required by law. Please read more about the recall on our recall page as well: https://swagway.com/productrecall/
Swagway is offering to replace your battery, at no charge to you, with a UL 2271 certified SentryShieldTM battery. This includes providing a prepaid UPS label with the appropriate safety documentation and 100% of parts, labor, and return shipping to your continental US address.
Attached to this response, in .pdf format, is both the information contained in the websites:
https://swagway.com/productrecall/
AND
http://www.cpsc.gov/en/Recalls/2016/Self-Balancing-Scooters-Hoverboards-Recalled...⇄
Please note the documents have been highlighted to indicate pertinent information. The original documents lack any highlighting. The un-highlighted and completely unedited versions of the documents are fully available at the websites listed above.

Initial Business Response /* (1000, 5, 2016/01/27) */
Contact Name and Title: Agnes - Swagway
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello and thanks for your purchase. Your situation was addressed quickly and fairly. You requested a label and even though the terms and...

conditions clearly state that you are responsible for return shipping, one was authorized for you the same day. Sorry for any inconvenience and as always, please read our terms and conditions, as well as the users manual, before using the Swagway. Thanks and have a blessed day
OFFER:
Approved pre-paid label
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this time I am not able to accept this response. Yes I did get a return label issued to me and I greatly appreciate that. However, they stated above that it was issued the same day, this is untrue. And I am still unhappy with their response "even though the terms and conditions clearly state that you are responsible for return shipping" This should never be any company's policy, if you send someone a bad product, it should be the company's policy to make it right. I will consider this to be closed satisfactory when I have a working swagway back in my possession at no cost to me. Thank you.
Final Business Response /* (4000, 9, 2016/02/10) */
Contact Name and Title: Agnes - Swagway
Thanks for your cooperation. We have received your item and will ship a replacement once tech processes your unit.
OFFER:
Thanks and have a blessed day!

Initial Business Response /* (1000, 5, 2017/01/25) */
We agree to the customer's desired resolution. We have sent prepaid labels as well as a return box to the customer to send the unit back to us for an exchange/battery swap.

Initial Business Response /* (1000, 5, 2016/12/29) */
We agree to the customer's desired resolution. The customer has already been refunded for both units. Transaction ID: XXXXXXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2016/12/30) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
It's unacceptable how they handle business
Final Consumer Response /* (2000, 8, 2016/12/30) */

Initial Business Response /* (1000, 8, 2016/01/13) */
Contact Name and Title: Agnes - Swagway Support
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello and thanks for your purchase. After reviewing your RMA and tracking information, I see that we received your return on the...

30th. We were then closed until the 4th for the holiday. As stated, processing time in tech is 6-12 business days. Since your item has been opened and used, it must be examined by tech to ensure that we have receive the correct, undamaged item back. When you first contacted us about the wrong color being shipped, you were given 2 options and you were also given an estimate as to the turn-around time should you choose to exchange the item. You refused to send our item back, which only prolonged the whole situation. Sorry for any inconvenience, but you were given options. We are now on the 8th business day, so your return will be examined as soon as possible.
OFFER:
Willing to expedite the exchange process if buyer chooses to cooperate.
Initial Consumer Rebuttal /* (3000, 11, 2016/01/14) */
According to SWAGWAYS website on 1-13-16, they currently have the item that I ordered on Nov 11, 2015 (a BLACK Swagway), available and in-stock for shipping. Yet they will not ship this to me.
Final Consumer Response /* (3000, 23, 2016/01/23) */
As of 1/23/16, SWAGWAY has failed to provide any update whatsoever on this order, despite their commitment to do so. Communication has been non-existent.
Final Business Response /* (4000, 25, 2016/01/25) */
Contact Name and Title: Agnes - Swagway Support
Unit was shipped on the 21st and delivered to the buyer on the 25th (today).
Thanks
OFFER:

Initial Business Response /* (1000, 5, 2016/08/18) */
We have recently sent the first steps to Mr. [redacted]. We have a large amount of requests for the recall and are processing them.

Initial Business Response /* (1000, 5, 2017/01/12) */
We have reached out to this customer via phone. We have successfully come to a resolution that the customer was happy with.

Initial Business Response /* (1000, 5, 2016/02/10) */
Contact Name and Title: Agnes - Swagway
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello and thanks for your purchase.
I do apologize for the delay. Your item will be repaired in the order it was received. You will...

receive an e-mail when it is complete and it will then ship. Thanks and sorry for any inconvenience.
Please note that under no circumstance [redacted] we refund a purchase from another vendor.
OFFER:
If your item does not ship by Monday, the 15th, I will personally ship a replacement.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2017/01/13) */
We have reached out to this customer via phone. We have successfully come to a resolution that the customer was happy with.
Initial Consumer Rebuttal /* (3000, 7, 2017/01/19) */
(The consumer indicated he/she DID NOT accept the response...

from the business.)
I just received the return shipping box and all materials from Swagway. I spoke with manager [redacted] on 1/13/2017 at 4:20 PM, and was guaranteed a new battery in this unit regardless of the inspection outcome. I would like to leave this case open just until I receive the unit back and all is checked out ok. I personally want to thank you guys at the Revdex.com, because until you got involved nobody from Swagway would help me out. Keep up the good work !
[redacted]
Final Consumer Response /* (2000, 8, 2017/01/19) */

Initial Business Response /* (1000, 5, 2016/12/23) */
What the customer is describing is a standard pending hold used by credit card processors. We do not have the ability to release the pending funds that the customer is describing, as that responsibility falls upon the customer's bank or credit...

card company. This matter should have already been resolved by the customer's credit card company. We apologize for the inconvenience this has caused.

Initial Business Response /* (1000, 5, 2016/12/23) */
After inspecting the UPS claim for this unit and the communication between our company and UPS regarding this claim, UPS has determined that this package has been damaged. At this time, the customer will be sent the new unit as per the desired...

resolution.
Initial Consumer Rebuttal /* (2000, 7, 2016/12/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com and Swagway for resolving the damaged Swagway by replacing it with a new model
My son looks forward to receiving the new Swagway as this delay has been ongoing to long
Please let us know when we will be receiving he new Swagway
Thank you

Initial Business Response /* (1000, 5, 2016/12/23) */
The customer has been sent the packaging materials they have requested for the recall to their unit back to our facility. As soon as we receive the item back from the customer, we can adhere to the customer request in regards to a replacement...

for their unit.
Initial Consumer Rebuttal /* (2000, 7, 2017/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received the return label and packaging. Sent unit back today

Initial Business Response /* (1000, 5, 2017/02/08) */
Customer should have a new unit in their possession. 1ZX865VXXXXXXXXXXX shows delivered on 1/30.
Initial Consumer Rebuttal /* (2000, 7, 2017/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company...

sent the product ordered promptly after filing this complaint. Unfortunately other communication with this company failed and only a formal complaint resolved the issue.

Final Consumer Response /* (2000, 6, 2017/02/22) */
The company has finally reached out to me via FB messenger. They are sending me another new unit. Keeping my fingers crossed and hoping everything works out.

Initial Business Response /* (1000, 5, 2017/11/17) */
We had reached the customer [redacted] and are currently working with her to proceed with the X1 Recall process. She will be replying back to us with her choice of 2 possible solutions: battery swap or voucher.
Initial Consumer...

Rebuttal /* (3000, 7, 2017/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am waiting until I actually receive instructions and packaging to return this item as previous emails had said it was forthcoming however I never received anything. I have responded to them letting them know that I had responded to a battery swap and that they could also check out the hover board in general since it hasn't been used in a long time
Final Business Response /* (4000, 22, 2018/01/05) */
Our internal note on RAXXXXX states to either swap the unit with a better-looking one, or to replace the shells with better-looking shells. We will make sure the proper actions are taken, but we are not able to proceed with this until the unit is shipped to us, so we are currently awaiting the unit's arrival.
Final Consumer Response /* (2000, 24, 2018/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2017/01/31) */
After further inspection of the returned merchandise, we agree to the customer's desired resolution. The customer's board will be repaired without any charges to the customer.
Initial Consumer Rebuttal /* (2000, 7, 2017/01/31) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
Thank You.

Initial Business Response /* (1000, 5, 2016/01/13) */
Contact Name and Title: Agnes - Swagway Support
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello and thanks for your purchase.
Firstly, you did not follow the cancellation procedure outlined in our terms and...

conditions.
"If you have placed an order, it has not yet shipped, and you wish to cancel, please forward your order confirmation to [redacted]@swagway.com to request cancel. Since the cancellation process may take up to 24 hours, please note that any orders that do ship in the meantime will have to be rejected and/or returned to us. Any shipping charges incurred when returning product to Swagway are the responsibility of the customer. Furthermore, if received, the box should remain unopened. Once we receive the returned order, the refund will be processed within 48 hours. Shipping charge is not refundable. Thanks for your understanding and cooperation."
Secondly, we have not received the item back, as you falsely stated above. In fact, UPS tracking states the following:
San Pablo, CA, United States 01/11/2016 1:33 P.M. We're attempting to verify the package location. / Lost package investigation
As you can see, a lost package investigation had to be opened on it.
Thirdly, your order was sent to accounting yesterday for a refund.
OFFER:
No offer. Cancellation policy was not followed. Item is now lost. Buyer has been refunded.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regarding the first and second points, when I called customer service the first time to cancel my order, they specifically told me over the phone that my order had not shipped and that it was cancelled. They did not inform me that I had to send an email, and I had no reason to think it was not cancelled. If your employee is not following your company procedures, I should not be at fault. After the order was shipped, I called again to find out why, and the representative told me that they see in the system that the order was cancelled, and that the product was shipped in error. Again, this should not be my responsibly. Finally, if UPS has lost the shipment that your customer service told me never should have shipped in the first place, that also should not be my responsibility.
Every time I have called (which ahs been numerous now), there has been wait time of over 20 minutes to speak with a representative. When I ask to speak with a supervisor or manager, I was denied that request.
However, I have now received a refund. In the email I did receive yesterday, the representative did in fact indicate that these errors should not be my responsibility, which I did appreciate and seems to contradict the statements above. The email response I received is as follows:
Hello [redacted],
I was forwarded a copy of a message from you. I have investigated what has occurred with your order. It looks to me as if you put in a cancellation request well before your order was shipped. Unfortunately, your order was still shipped, but the tracking information clearly indicates that you did not receive the unit. I have to assume that the reason you have not been refunded yet is because UPS has not yet returned the unit to us. However, that is not at all your fault, so I am going to push a refund through right now. I am extremely sorry for the delays and any frustration that you have experienced trying to resolve something that should have only required your one cancellation request. Your refund should be completed on our end today, but it may not reflect in your account until later in the week. Let me know if you have any other questions or concerns about this.
Regards,
Swagway Support
[redacted]@Swagway.com
Swagway
XXX-XXX-XXXX
Swagway.com

Initial Business Response /* (1000, 5, 2017/01/25) */
We have reached out to this customer via phone. We have successfully come to a resolution that the customer was happy with.