Pebble display failure

Sunday, 21 April 2013

Pebble support continues to disappoint

It is now 18 days since I submitted my RMA request and still no response from Pebble. I have contacted Pebble Support again but no response.

This is just unacceptable customer service.

Saturday, 13 April 2013

Pebble fails its own RMA 48 to 72 hr Response time

Pebble watch fails - as does their support and RMA process

Pebble promised a 48-72 hr response on the RMA site - it is now 11 days since I submitted my RMA form an not a word from them

I have tried following up through my original support ticket - no help

It is now more than 3 weeks since my Pebble failed and even though I have followed all Pebble support requirements for there is still no resolution nor even a response from the RMA process

This is horrendously poor customer service

Shame Pebble shame on you

Wednesday, 3 April 2013

Pebble Display Failure Saga Continues - RMA

This morning I woke up to another email from Pebble asking me now to go to their RMA page and provide exactly the same information that their previous email had requested?

ie. name, address, problem, serial number, email and phone

I have now submitted some or all of this information five (5) times - the management of this process is horrendous

Another week goes by with no resolution

Again adding insult to injury the RMA response confirmation states they will get back to you in 48-72 hrs (only business days count) so another week of waiting for me

RMA Link

If you are one of the many dissatisfied customers with a failed Pebble - rather than go through the four (4) rounds of pointless emails with Pebble support - you might want to go directly to the RMA page - support case numbers are the last 4 digits of you Pebble serial number

Here is the link

http://getpebble.com/pages/rmaform

Tuesday, 2 April 2013

Pebble display failure - some movement from Pebble Support

As my Pebble failure saga continues, another less than useful response from Pebble Support (see below

Of all the information they ask for the only piece they do not already have (in their own email thread to me) is my shipping address. And still no provision of any information on how/what the next steps in the support process might be?

This is a very dismal launch and an overwhelmingly under supported product

The wait goes on for meaningful resolution

APR 01, 2013 | 10:42AM PDT

Ali replied:

Hello xxxxx,

Thank you for your report,

In order to move forward I will need some information from you.

If you are a Kickstarter backer please send me your Pebble Account email address since I am unable to locate an account with your email. In the case you were not a Kickstarter backer and do no not have a Pebble account please include the following information in your response: Name, Email, Telephone, Shipping Address, and Pebble Serial number.

Best regards,

Ali

Pebble Support

Pebble Help Center: http://help.getpebble.com

Pebble Forum: http://help.getpebble.com

Pebble Updates/Blog: http://kck.st/HBw2MT

Twitter: http://twitter.com/pebble

Facebook: http://facebook.com/getpebble

Reddit: http://www.reddit.com/r/pebble/

Saturday, 30 March 2013

Pebble support finally responds - but nothing useful

Pebble support finally responds

But they provide no relevant information on either the display issues original described nor my online support portal submission.

MAR 30, 2013 | 11:49AM PDT

Ali replied:

Hello xxxxx!

Thank you for your report!

Could you please provide us with a picture and some more information? Has the screen had that error since you opened the box, or did it happen gradually with use? If the latter, were there any indicators that you noticed before it appeared?

If you press the buttons, does that have any effect on the display? If you reboot the Pebble (hold the select button for 10-seconds) does the screen distortion remain after restarting?

Finally, was there any damage to the case that you received Pebble in?

Thanks again for your patience.

Best regards,

Ali

Pebble Support

Pebble Help Center: http://help.getpebble.com

Pebble Forum: http://help.getpebble.com

Pebble Updates/Blog: http://kck.st/HBw2MT

Twitter: http://twitter.com/pebble

Facebook: http://facebook.com/getpebble

Reddit: http://www.reddit.com/r/pebble/

I have responded with the same content as my previous submissions as included in this blog

I submitted this information and photos through you online support portal a week ago

The first 6 days my Pebble worked fined

7 days after receipt my display started showing static lines across the screen (Photo 1)

8 days after receipt my display was almost completely obscured by static (Photo 2)

9 days after receipt my display failed completely (Photo 3)

In response to your specific questions

Has the screen had that error since you opened the box, or did it happen gradually with use?

It happened gradually

If the latter, were there any indicators that you noticed before it appeared?

static lines on day 7, static obscuring screen on day 8, screen failure day 9

If you press the buttons, does that have any effect on the display?

If you reboot the Pebble (hold the select button for 10-seconds) does the screen distortion remain after restarting?

the screen is no longer functioning at all - Pebble still connects to my phone but the screen has completely failed

Finally, was there any damage to the case that you received Pebble in

there was no damage to the case

At this point I am very disappointed with both the quality of the product and the support response - I request the immediate replacement of this product.

Another Pebble display failure and another disappointed customer

Another Pebble display failure and another disappointed customer.

Pebble Display Failure

This summary is not available. Please click here to view the post.