Most helpful critical review
116 of 155 people found the following review helpful
Shame on you WaterFi!!!!
on July 1, 2013
Unit arrived with issues.
Received on Friday and spent several hours trying to get it to sync with iTunes. It issued a grease-like substance and ceased to be recognized by the computer. I read multiple reviews and watched unhelpful videos from the manufacturer to no avail. Hey, it's technology and blips sometimes happen, right? But, was very concerned when I found that WaterFi's website clearly states that they reserve the right to replace returns with a refurbished unit.
I called on Monday, and an individual named Parker told me that he was sorry that I had issues with the unit. To resolve, he would send me an e-mail with return instructions, and that I should not be concerned about receiving a receiving a refurbished unit.
I waited a week for the e-mail which never arrived. I had to follow up, but this time I did in writing through the WaterFi customer service e-mail. Incredibly disappointing exchange.
I sent an e-mail first am stating that, after a week, I never received the return information e-mail. Seven hours later, I received a response. It was a canned response that did not acknowledge that they did not follow through on the original commitment to send me the return information. Instead, there was a broken link to a document that I was supposed to fill out. I had to send another e-mail which was returned specifying the information that I needed to provide in order to process the return.
This is the interesting part. I was instructed to return the unit to them – “…wrapped… in bubble wrap and mailed back… with freight mail (most inexpensive).” So, seemingly at my expense.
I replied back asking if I was interpreting this correctly. And he confirmed, 22 hours later, that, yes, it was at my expense, but that “it’s really light weight, though, so it shouldn't cost more than $1.60 or so.”
What a deal! Only $1.60 out of my own pocket, plus the cost of a bubble wrap, bubble envelope or box, and the best part, the time going to and hanging out in line at the Post Office to return a brand new piece of equipment that was DOA. As having to pay for the return shipment was not preposterous enough, given their superior commitment to customer service, they thought that I would send a $150 piece of equipment via freight mail – without any tracking? I can only imagine how delightful those exchanges would be when the unit didn’t arrive.
Well, I learned my lesson, don’t give the manufacturer the benefit of the doubt. In five minutes, I processed the return through Amazon (with a tracked UPS pickup scheduled at my house the next day, with no out of pocket cost to me) and ordered a new unit – FROM THEIR COMPETITIOR that arrived the next day. Thanks Prime!
I informed WaterFi how disappointed I was in the process and the steps that I took to rectify the issue in a viable manner. I never heard back.
Working on setting up my new unit from UnderWater Audio tonight. Will be certain to provide a review.