Swagtron

Initial Business Response /* (1000, 6, 2016/01/07) */
Contact Name and Title: [redacted] - Swagway Support
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello. Sorry for any delays during the holiday season. We were closed for a few days to spend time with our families. We have no...

record of any messages sent, nor are there any recorded conversations. We are here during normal business hours and always willing to help. As stated in our terms and conditions, we cannot refund purchases from other vendors. You are more than welcome to send the item to us for a repair under warranty if you feel there is something wrong with the unit. Hope this helps!
OFFER:
Return the item for repair only
http://returns.swagway.com/
Initial Consumer Rebuttal /* (3000, 8, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not accepting the response from this business. My Husband left 2 messages on 12/28 and I left another message on 12/30. I find it irresponsible that there is not record of three messages. This is an avoidance to follow through with any type of contact. I am not going to absorb the coast to ship this item back to the company and then have not contact with anyone. I have no reference as to whom to send this too with a reference number and a packing slip from your company. As far as you can not refund from another vendor, you both have This is ridicules that it is 1/8/16 and I still can not get someone on the phone. After being on hold for over 15 minutes a representative informed to complete a refund for on there website and I have to wait 48 hour for a response. At that point they will provide the information on the return and IF they will provide a return shipping label. This is ridiculous since the item has a one year manufactures warranty. The responsibility should be theirs, not the consumers.
Final Business Response /* (4000, 10, 2016/01/13) */
Contact Name and Title: [redacted] - Swagway Support
Hello again,
Please proceed with the return for repair.
OFFER:
Although it is clearly stated in our terms and conditions that you are responsible for return shipping, I will arrange a one-time prepaid label for you. Thanks and have a very blessed day

Final Consumer Response /* (2000, 16, 2015/12/21) */
Swag way has fixed our segway. We received it and it is working
Thank you
[redacted]

Initial Business Response /* (1000, 5, 2016/12/23) */
These units were tendered to UPS in time for delivery by Christmas. Sadly there was an unexpcted shipping delay outside of our control. We will work with the customer directly in regards to a partial refund.

Initial Business Response /* (1000, 5, 2016/01/20) */
Contact Name and Title: Agnes - Swagway Support
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello and thanks for your purchase.
You submitted a return form less than 12 hours before filing this complaint. As stated in...

the previous message, it may take the returns department up to 72 hours to respond due to it being the holiday return season. Thanks for your patience, understanding and cooperation
OFFER:
Approved repair request on 1/20 5pm EST

Initial Business Response /* (1000, 5, 2017/10/23) */
Tech noted the requested repair to have been completed on RAXXXXX. Once we were notified by the customer that he encountered the issue again on Oct 16, 2017, our service team began the process of a follow-up RA repair. A new Return Authorization...

was created on Oct 18, 2017 (RAXXXXX) and the customer was emailed with the return instructions as well as a prepaid return shipping label, which he was provided both times. RAXXXXX was also marked for Expedited Service in our repair center. We do not reimburse for any additional items the customer purchased in association with the return process.
Initial Consumer Rebuttal /* (3000, 7, 2017/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept there return label. But I wouldn't need to return my Daughter Hoover board back to them if they had repair it the first I sent it to them I am Out of [redacted] Because of there Mistake.
Final Consumer Response /* (2000, 11, 2017/10/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 9, 2017/10/25) */
Mr. [redacted] had used the prepaid return label to ship his unit to us, which we received this week. The unit is being promptly serviced today.

Initial Business Response /* (1000, 8, 2016/09/09) */
Our records show that 2 return authorizations were created on 8/29 and 2 box kits were received on 9/1. The amount of time that the Swagways spend at our facility is minimal, and the rest of the time is determined by how long the customer waits...

to send in the Swagways.
Initial Consumer Rebuttal /* (3000, 10, 2016/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted the day after I filed the complaint regarding my returns. They were shipped this morning. Not sure why it took my complaint to be contacted after waiting some 5 weeks. I will wait to see how fast the return really takes.
Final Business Response /* (4000, 12, 2016/09/12) */
The Swagways are schedualed to be delivered on the 13th. With current processing times of 2 days the Swagways will be shipping out on the 15 or the 16th after they are inspected, tested, upgrade the battery to a UL 2271 compliant battery, re-inspect, and re-test the Swagways.

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
Due to a high volume of seasonal returns, the tech department is currently backed up. Your item will...

be repaired in the order it was received. We have a full staff working around the clock to get your item back to you as quickly and efficiently as possible. You will receive a message when it is done and it will ship that day.
We appreciate your understanding and cooperation in this matter
Swagway
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response because it does not give me any kind of return date. I sent the swagway back, and it was received by their company on January 4, 2016. I called them several times, the latest being January 25, 2016 and still they are giving me no specific return date. They have had the swag way for 16, now 17 business days. I truly have no clue when we will see this device working again. I have an individual RMA number that was assigned to me, but they are not using it to let me know when my individual device will be returned They are just using a blanket date of return and the return date has now doubled from the original return time of 6 to 10 days that I was given.
Final Business Response /* (4000, 26, 2016/02/18) */
Contact Name and Title: Agnes - Swagway
As stated in your updated rma, your replacement shipped on 2/17 and is scheduled to deliver on 2/19.
OFFER:
Have a blessed day!
Final Consumer Response /* (2000, 28, 2016/02/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Swagway was FINALLY returned.

Initial Business Response /* (1000, 5, 2017/04/06) */
We agree to the customer's desired resolution. We have sent this customer prepaid labels and a box kit for us to receive their unit. We will be expediting this customer's repair as well to ensure a quick resolution.
Initial Consumer Rebuttal...

/* (2000, 7, 2017/04/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2017/03/01) */
We have reached out to this customer via email. We have sent this customer prepaid shipping labels to send the item back to us. We have waived the labor fee, and the customer agrees to pay for the damaged part.

Initial Business Response /* (1000, 5, 2017/01/12) */
We agree to the customer's desired resolution. We have sent prepaid labels to the customer to send the unit back to us.

Initial Consumer Rebuttal /* (2000, 7, 2017/01/12) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
Only under one condition will I be satisfied and that is if the company lives up to what they say they are going to do. If so I will not revisit the Revdex.com. If not I will reopen this case without hesitation. I hope they live up to what they said they would. It is only fair that they do. My son and ourselves are waiting for this refund so he may purchase something else that wont break so easily. Thank you.

Initial Business Response /* (1000, 8, 2016/12/23) */
We have examined this case and have since shipped out the proper packaging materials as the customer has suggested. This package containing the shipping materials has been delivered today, 12/22. The estimated total time for the recall process...

has been stated in an initial email to customer, and posted publicly on our website. We completed this customer's request for the shipping materials and will further proceed with this case as usual.
Initial Consumer Rebuttal /* (3000, 10, 2016/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While their policy may be stated, it is a completely unacceptable one. To have a defect on an item that was for a child and cost over $400, this process is awful and unethical. The defect was announced in August and Im 1st receiving the materials to mail it back in December. it will be additional weeks / months before getting the replacement. Very unethical business and awful customer service.
Final Business Response /* (4000, 12, 2016/12/29) */
We agree to the customer's desired resolution. Prepaid labels have been sent to retrieve the unit in their possession, and will be sending them a unit in exchange.
Final Consumer Response /* (2000, 14, 2017/01/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
this was what should've been done I 1st place... quick and appropriate resolution. thank you

Initial Business Response /* (1000, 5, 2016/02/03) */
Contact Name and Title: Agnes - Swagway
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@swagway.com
Hello and thanks from your purchase. I see that you bought your board from Evine and you have no purchase of an accidental warranty from...

us. I also see that your unit has been inspected by tech and you received a message from them stating that you would need to pay for the repair since cosmetic damage to the board is not covered under the manufacturer's defect warranty. Please review your messages and let us know how you would like to proceed. Also, your statement about your number being blocked is false. We have no such feature and are always willing to help. Sorry for any inconvenience.
OFFER:
Board is ready to be prepared once the buyer pays the invoice sent. No refunds can be offered for purchases from other vendors.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Email was received as of 2/3 thanks for get back but tried reaching out to customer service was told to just respond, not sure how im supose to pay was not given any options. Rep said I would get email when it was fixed and that could take a couple more weeks.Very dissatisfied on delay. How can I get this board fixedand returned to me asap?
Final Consumer Response /* (2000, 11, 2016/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 9, 2016/02/10) */
Contact Name and Title: Agnes - Swagway
Hello again,
Your unit is on the UPS vehicle for delivery today.
Thanks for your cooperation!
OFFER:

Initial Business Response /* (1000, 5, 2017/01/11) */
We have reached out to this customer via phone and email. We have successfully come to a resolution that the customer was happy with.

Initial Business Response /* (1000, 5, 2017/03/30) */
We have reached out to this customer via email on March 29th,and phone on March 30th. They will be receiving a new X1 as per their desired resolution.

Initial Business Response /* (1000, 5, 2017/12/07) */
We had emailed the coupon code to Mr. [redacted] after receiving his unit back on 5/15/17. The code is meant to be valid for 30 days upon issue, and it was extended to 9/30/17. We have now extended it further to be valid until the end of this...

month. The code will now expire on 12/31/17.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The value of the unit is 399.99. Either replace the unit or coupon the original price
Final Business Response /* (4000, 9, 2017/12/11) */
The voucher code is valid for $200 towards the purchase of a new T1 or T3, as stated on the Product Recall page of our website: https://swagtron.com/productrecall/
Mr. [redacted]' coupon code is currently valid until the end of this year, so it may be used at this time.

Initial Business Response /* (1000, 5, 2017/01/13) */
We agree to the customer's desired resolution. We sent prepaid labels to the customer so that they may return the item at no cost to them.

Initial Business Response /* (1000, 5, 2017/06/15) */
We have been in communication with this customer over various communication platforms. We have agreed to send the customer prepaid labels to retrieve their unit from them. After we receive the unit, we will issue a repair, or a replacement unit...

for the customer. They will receive a fully functional unit back from us once they send their board in.

Initial Business Response /* (1000, 5, 2016/10/10) */
[redacted]
Hello, and thank you for contacting us!
We at Swagway are required to follow the CPSC guidelines when participating in this recall. You can view these guidelines here: ...

[redacted]
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: [redacted]
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:
[redacted]
AND
[redacted]
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 Consumer Rebuttal /* (3000, 7, 2016/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because the hoverboard is brand new & I am taking a loss by accepting a repair or a credit voucher. Swagway should atleast replace the (unsafe) brand new hoverboard with a (safe) brand new hoverboard. The only reason we purchased from Swagway is because Ellen DeGeneres advertised on her show so I felt comfortable purchasing if Ellen would give away on her show. Now Swagway has conveniently changed their name to Swagtron for some reason.
Let's come to an agreement so there's no additional time spent on this issue.
Final Consumer Response /* (4200, 24, 2016/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a total of 3 Hoverboards....2 Used & 1 Brand New that has not been opened nor out the box. I have returned the 2 used Hoverboards & I still have the Brand New/Unopened Hoverboard at my house. I have not returned it because your customer service representative advised me that I would not receive an even exchange as discussed nor was it notated/documented in the notes/RMs. I was treated very rude on the phone.
Final Business Response /* (1000, 36, 2017/01/23) */
Hello [redacted]
I'm writing you today to let you know I've reached out to this customer via phone and left my contact information twice, and I've sent them an email to with my contact information once. They have contacted me and left me a message, to which I have tried to reach back out to them, but was unsuccessful. I will continue to contact this customer until the issue is resolved. Thank you.
Regards,
[redacted],
Swagway Customer Service Manager

Initial Business Response /* (1000, 5, 2016/12/23) */
This customer has been already been refunded for this issue as they have suggested the would have liked. The transaction ID for the refund is as follows: XXXXXXXXXXX for the amount of [redacted] the full amount of the original purchase.

Initial Business Response /* (1000, 5, 2017/01/12) */
This customer's charger they have ordered has already been delivered to them as of 1/10. We will be unable to issue a refund as the customer requests unless the charger is return to our facility.
Initial Consumer Rebuttal /* (3000, 7,...

2017/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Is Swagway saying if I return the charger they will send me a new one at no cost or are they saying I have to return the charger to get a refund, but they won't give me a new one? Their response is not clear.
In addition, I went to use the new charger and noticed the receiving end on my Swagway is damaged. When I sent it in, it was fine. When I got it back the receiving end of the charger on the Swagway is damaged. Where I plug the charger in is broken. Swagway needs to fix that. It was fine before I sent it in.
Final Consumer Response /* (3000, 16, 2017/02/17) */
Swagway never answered my question. They are asking me to send in the charger. It makes no sense. I will be without a charger and won't be able to use the Swagway. I want them to refund me the $25 I paid to buy a new charger. Swagway instructed me to send everything in, which I did, and then they didn't return my charger. I had to pay [redacted] for a new one since they didn't return it. Now they are asking me to return the charger for a refund. That is stupid since I won't have a charger and won't be able to use the Swagway. I need them to fully and clearly answer my question and complaint. I simply want them to refund me my [redacted] and there is no reason to return the charger. It is the only one I have.
Final Business Response /* (4000, 18, 2017/02/24) */
We agree to the customer's desired resolution. The customer will be issued a refund for the $25 spent for the charger.