Opened 9 years ago
Closed 9 years ago
#21 closed defect (wontfix)
RMA procedure
Reported by: | beau.yancy | Owned by: | |
---|---|---|---|
Priority: | critical | Milestone: | |
Component: | Android | Version: | 1.2.2 |
Keywords: | Broken, doesn't work, defective, fail | Cc: |
Description
Hello,
I am requesting a refund and return of the product as it simply does not work as many others have experienced. Please advise as to how you wish to proceed in this RMA.
Thanks,
Beau
Change History (6)
comment:1 Changed 9 years ago by ak
comment:2 Changed 9 years ago by sc
- Summary changed from Refund as, like many others have experienced, the product does not work to RMA procedure
comment:3 follow-up: ↓ 4 Changed 9 years ago by sc
Dear Beau-
We would like to follow up on your request.
Can we help you address any problems you might be having, or would you prefer to return the unit and have us issue a refund?
Cheers
Steve Castellotti
comment:4 in reply to: ↑ 3 Changed 9 years ago by sc
Another attempt was made to contact customer one month ago:
From: Avary Kent <ak@…>
Date: Thu, 3 Oct 2013 13:58:44 -0700
Hello Beau,
I hope you are doing well.
We just wanted to check in regarding the RMA form that Steve sent you a
couple of weeks ago.
If you could please fill out the attached RMA form, then we can proceed
with issuing you a refund.
Please let me know if you have any questions about our Warranty and Return
Policy, or if there is any additional assistance I can provide.
Warmest regards,
Avary Kent
The team at Puzzlebox
comment:5 Changed 9 years ago by sc
Customer was contacted again today.
Ticket to be closed in one week if no response is received.
comment:6 Changed 9 years ago by sc
- Resolution set to wontfix
- Status changed from new to closed
Unable to reach customer.
Closing ticket.
Hello Beau,
Thank you for contacting us, and I am very sorry to hear that you are having trouble with your Orbit.
As a small company launching a product through Kickstarter, we have found that there are handful of customers who have had a true manufacturers defect or who simply didn't enjoy the experience. If this is the case we are more than happy to either replace the unit with one that we extensively test first, or provide a full refund per your request.
However, with the vast majority of our customers who experience difficultly operating the Orbit, a quick email or simple customer support phone call solves the issue. As I am sure you can appreciate the development tracker is where people discuss the problems they have with the product, and some have been resolved, while others we have found to be true defects.
The Orbit is designed to be continuously improved through our Software Updates. Our development team has been working around the clock on an update for iOS and a third update for Android. Many of the problems that we haven't been able to solve through troubleshooting will be addressable through these updates.
It would help immensely to know more about what issues you are personally experiencing so that we can see if there is anything we can do to address your concern.
If you would not mind answering the following questions, I can work with our developers to see if there is a solution.
Thank you so much for your help in answering these questions, so that we can help you enjoy your mind controlled helicopter. On the other hand, if you simply do not like the product, and would like a refund, please let me know, we will be happy to accommodate you. These are our standard troubleshooting questions questions and they are not to make your life more difficult. Addressing your concern and ensuring you have a satisfactory resolution is our top priority.
You may email me at support (at) puzzlebox.info to initiate the RMA process or if you require any additional assistance.
Warmest regards,
Avary Kent
The team at Puzzlebox