I couldn't agree more. This company stains the name of YC in my opinion.
I bought a WakeMate in Jan 11, it stopped working within 3 mos. So I emailed support, they asked me to fill out a Refurbishment Request Form (a Google doc). I did, but they never responded. I emailed again... no reply. $100 down the tube... just threw it in the trash last week in fact.
I defended these guys when they had the bad USB plugs that caught on fire. I'm an entrepreneur too, I get that hardware is a pain... support is a drag. But I also know I've absolutely bent over backward to help paying customers... I've easily spent several hours helping customers paying for a $29/mo account on many, many occasions. It's just inexcusable to completely ignore customers.
Comments
I couldn't agree more. This company stains the name of YC in my opinion.
I bought a WakeMate in Jan 11, it stopped working within 3 mos. So I emailed support, they asked me to fill out a Refurbishment Request Form (a Google doc). I did, but they never responded. I emailed again... no reply. $100 down the tube... just threw it in the trash last week in fact.
I defended these guys when they had the bad USB plugs that caught on fire. I'm an entrepreneur too, I get that hardware is a pain... support is a drag. But I also know I've absolutely bent over backward to help paying customers... I've easily spent several hours helping customers paying for a $29/mo account on many, many occasions. It's just inexcusable to completely ignore customers.