ComplaintsforGenki
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Complaint Details
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Initial Complaint
05/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased wireless earbuds (Waveform) from Genki through Kickstarter which finally shipped and arrived August 26 2022. On April 30th 2023, I contacted Genki through a regular message method on their website to get them to honor the warranty on the product. I was asked for a receipt (provided) and videos of the issue (also provided). That was the last time I heard anything back from the company. No manner of communication is getting through, and I have a bricked set of earbuds just gathering dust, barely 8 months after receipt. Phone number listed goes straight thorugh to something that sounds like a persona voicemail, and no call has been returned.Business response
06/08/2023
Dear Mr. *********************** you for reaching out to us regarding your issue with the Waveform wireless earbuds that you purchased through Kickstarter. We deeply regret the inconvenience caused due to the issues you've experienced with our product.We would like to clarify that our products launched through Kickstarter generally do not come with a warranty. However, we understand your frustration and the inconvenience you have faced, which has led us to decide to honor your request on this occasion.
In order to facilitate this process, we kindly request that you return the defective earbuds to our office. Please send us the tracking information or any proof of shipment once you've sent the package. As soon as we confirm the receipt of the defective product, we will proceed with sending you a replacement.
Here is our return address:
Genki
********************************************************************************We acknowledge that our communication has been lacking, and we sincerely apologize for the frustration it has caused. Please rest assured that we are making internal adjustments to prevent such issues from happening in the future.
Again, we appreciate your patience and understanding in this matter, and we hope to resolve this issue promptly to your satisfaction.
Best Regards,
******************* - *************************************
Genki Customer SupportCustomer response
06/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If this message is also forwarded to the company, I would urge you (Genki Things) to reconsider the warranty policy; this will most certainly prevent me from crowd funding anything through Genki again otherwise. I will follow through on directions from Genki to receive warranty for this product.
Sincerely,
*******************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.