Comments on: Oh, Pebble! You have a great product that’s being ruined by your support.

By: Casey

Casey — Tue, 20 Sep 2016 09:26:25 +0000

Scott. my encounter was pretty much the same as yours: Poor response time; when they do reply apparently they have either not read the email or failed to comprehend; after the sets of instructions failed, each time my request for help on a brand new device that was DOA was foisted off on a new person, who required a repeat of the problem; they said things that indicated they were unprepared to give me some sort of timeframe, they insisted it was at their option–and would not commit to any sort of timing. 4 weeks after the purchase, I have been lectured twice about using the Portal & FAQ. I already tried that, but am unwilling spend more hours searching the bramble of customer input, when surely it was a known problem. They go through extraordinary lengths to avoid customers. I agree with your assessment. Those who try to make it your fault are trolls. You were clear and concise. Their knee jerk snotty criticism does a disservice to those of us who had these very real problems. Maybe they’re bored and the responses are how they get their jolles. BTW, how does a video of a non-vibrating watch prove it is not working?

By: Scott

Scott — Thu, 11 Feb 2016 06:16:28 +0000

It’s a highly accurate article. I included the entirety of my communication with Pebble, and shared the story in a pretty objective fashion, other than the clearly editorialized gripes.

And they didn’t ask me to send a picture with proof of an error, but rather a video. A picture wouldn’t be nearly as inconvenient. But it’s not like this was some arcane error — it simply wasn’t vibrating, something that they could have taken my word on.

They didn’t walk me through the correct settings, but rather asked me what my settings were. Twice. And part of their instructions bricked the watch because their newer app wasn’t backwards compatible with the older firmware.

I’ll grant that the outcome was good but — as I said at the bottom of the post — they could have both sped along the process and reduced my frustration by simply outlining their RMA process somewhere on their website. I could have sent the picture, video, and other information right up front, saving days and days of email exchanges.

I trust that your experiences with support were indeed amazing, but I’m only asking that you trust that mine wasn’t.

By: Draco

Draco — Thu, 11 Feb 2016 05:41:06 +0000

Support is amazing! This is not an accurate article. It is standard procedure to send a picture with proof of error, and they walked you through the correct settings to be absolutely sure you needed a replacement. If it’s fixable, it’s not worth the hundred or so dollars. I’ve had to use the support 2 times and each with a replacement watch in hardly any time. Their support is 100%.

By: Gilles

Gilles — Thu, 04 Feb 2016 15:45:18 +0000

Completely opposite to you, I was very happy that all I had to do was send a picture of my watch showing its defect. I was not bothered to provide a proof of purchase, which I did no longer have. Different people, different stories I guess.