Zach Broyles
Aug 8

Terrible Service Response Time

1 comment

Has anyone else had really frustrating experiences dealing with support? I received a non-functional Thermometer (it measures temperature but won't connect to bluetooth) and contacted service right away. They only reply once a day which is around 4:00am PST. The first time their response was to do the troubleshooting steps which were posted online that I already went through multiple times. The second response asked me to download a bluetooth LE scanner app and send them the results. The third response was to remotely connect (which I really believe won't work since their support is obviously half way around the world). I've tried to connect using multiple devices and nothing will find this sensor on bluetooth. Why does every technical support person assume that the person on the other side of the conversation is stupid. Wouldn't it be better to just send a replacement after the initial two support steps are unsuccessful? Some customers have better things to do. I really want this to work but am getting very frustrated with this companies attitude toward customers.

support
Aug 9

 

Hi Zach,

Thanks a lot for your feedback. We are truly sorry for any inconvenience caused and will keep improving our services. Customers' satisfaction means a lot to us.

 

1. We would like to resend a brand new Meter to you as an apology. Kindly submit your shipping address via "Feedback" in the SwitchBot App.

 

2. Since we had not received any similar report from other users and our technical team couldn't locate the cause for the problem based on the previous two troubleshooting procedures/results, (that's why) we offered you an option to let our technical team step in remotely. Apologies for any misunderstanding or bad experience during the process.

 

3. We care about our customers and promise to help you resolve any product-related issues until you are satisfied. If you're still open to the remote control choice, kindly let us know.

 

 

Best regards,

Summer

SwitchBot Team

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