Opened 9 years ago

Closed 9 years ago

#16 closed defect (fixed)

Deeply disappointed in Puzzlebox

Reported by: danielscooper Owned by: ak
Priority: normal Milestone:
Component: Android Version: 1.2
Keywords: Cc:


I am deeply disappointed in your company. I feel as if I was ripped off, and that your company is so engrossed in pioneering new technology that you are ignoring the most important business obligations – to deliver what you offered and stand behind your products.

I bought an Orbit (I already have two Neurosky Mindwaves and use them regularly). I have tried to use the Orbit with two different Android tablets (Nexus 7 and Acer A100). It won’t work with either, although it DOES work intermittently with the Acer using iHelicopter.

I’ve noticed in the Tracker (hardly an appropriate Customer Service system!) that other customers have reported both these problems – software failures and intermittent hardware failures. It doesn’t appear that most of them (any of them?) have gotten a satisfactory response.

When you take people’s money, don’t you feel an ethical obligation to either give them the experience they were led to expect or to refund their money?
I don’t see how your unhappy customers have any choice other than to try to lead a boycott of your company. I hope you understand how we feel.
Please fix these severe Customer Service shortcomings!

  1. Cooper

Change History (2)

comment:1 Changed 9 years ago by sc

  • Owner set to ak
  • Status changed from new to assigned

Contacted customer on next business day (2013-06-10)
Offer made to replace or refund purchase.
Still awaiting return of defective product in accordance with RMA procedure.
Follow-up sent on 2013-06-11.
Follow-up sent on 2013-06-21.
Customer is now in contact with NeuroSky.

We take customer issues and complaints very seriously and are always happy to resolve issues directly.

comment:2 Changed 9 years ago by ak

  • Resolution set to fixed
  • Status changed from assigned to closed

Customer returned unit and we confirmed it was a defect. Issued a refund on 7/11/13 the date the unit was received.

Response from customer: 7/11/13
Thank you very much for handling this so professionally, Avary.

Dan Cooper

Ticket closed and resolved.

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