ComplaintsforWhistle Labs

• Initial Complaint

  02/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/7/2023 we purchased a Whistle Switch to replace our older Whistle 3 dog tracker. The device wouldn't connect, so I contacted Whistle. I followed all the steps she instructed, but the device still wouldn't connect. I contacted them again, by phone and email, following the SAME directions over and over. I even had our wifi provider go through all the wifi settings for over an hour to ensure that everything was set correctly for the device. As I explained to the Whistle customer service representative, the previous Whistle connected to our wifi without a problem, but they continued to just send the same instructions over and over, or try to blame me saying that my wifi was the problem or that I didn't follow the steps correctly. I sent them screen shots, followed every instruction, emailed and called, with absolutely no help at all. They refuse to refund my money even though the device has NEVER connected or worked! They are always polite, but completely empty of any real help!

  Business response

  03/14/2024

  I'm so sorry you had trouble activating your new device. I do see that you contacted our support team and requested assistance on December 27, 2023. I also understand that it can be difficult, and often frustrating, to troubleshoot wifi via phone and/or email. This is an experience I always endeavor to improve. 
  In reviewing the conversation history, I can see that you had  initially contacted us because the device was damaged. After a few exchanges regarding that issue you told us that the wifi would not connect. There were two different accounts made for your dog Blue with two different emails (one @frontier.net and one @spectrum.net), and one of those accounts was being used to try to connect the device - but the subscription plan was set up on the other account and this seems to be where much of the confusion was happening. However, you eventually stated that you wanted either a replacement device or a refund. The support agent replied and said "I would like to assist you further in resolving this and even adding a free month of subscription for the issue, however, if you wish to proceed with the cancellation and possible order refund as it is almost past the 90 days return period, I can have this processed once I verify the last 4 digits of your credit card on file." They were asking which solution you preferred - and if you preferred to cancel the subscription for a refund, we require that you authenticate the account with the last 4 digits of the credit card on file. It's a security step that is required for all changes to a customer's account. We can see that someone did read that email we sent, but there was no response from you. I have attached a screenshot of that part of the conversation so you can see that we never refused to refund you. The conversation is still open and tagged as "waiting on customer". It has now passed the 90 day cancellation window. In fact, the device has a 30 day return window, and the subscription would not have been eligible since the account was initially created in 2019. I will be more than happy to deactivate the device and refund the purchase. I cannot refund the subscription because the account is too old. Once again, we never refused to refund you. There are steps the agents must follow to issue a refund and someone read the email with that request and chose not to respond, so we could not proceed. Please watch your bank for that post in approximately 7-10 business days

  Customer response

  03/15/2024

   
  Complaint: 21343795
  
  I am rejecting this response because, although refunding the item cost is appreciated, it doesn't solve the underlying issue which is that the device did not work like it should and the customer service agents were incredibly unable or unwilling to help.  This is an excerpt of the email I received on Feb. 6th:  

     "Thank you for your response. I certainly do understand your concern and assure
      you I would love to have this issue resolved as quickly as possible.
  
     We still have several activations as recent as today and even similar cases
     where the activations are delayed from not being connected have already gone
     through to connect with the proper steps, however in this case, unfortunately,
     there is not much we can do as we have no way to manually connect your device
     since the Whistle connects automatically if the right WiFi setting is in place
     and I forwarded this to a supervisor for a callback and even they advised the
     same of setting the right connection for the WiFi not only that but I also do
     see the device you wish to set up has not been connected for the activation just
     yet.
     Rest assured once you have your WiFi created as a guest link with 2G (Ipv4 & no
     Wpa3) along with the battery connected to the device as discussed in the steps
     above, the Whistle should be able to connect then during the activation. Please..."
  

  This email doesn't even make sense.  It's full of long, rambling sentences that don't really communicate anything, but seems to suggest (after all the activations "not connected", but "gone through" nonsense) that my wifi is the problem, or that we are trying to use 2 different emails.  Anyone who has purchased a replacement device from ********************** knows that the activation process requires that you select the "replace device" button on the Whistle App, which then walks you through the process.  At no time is there any option to press different buttons or do different things.  It's completely automatic, with no information provided other than success or failure.  Since our previous Whistle Go device used our current email and our current wifi, the replies and suggestions from the agents telling me that the email and wifi were not correct, made no sense whatsoever.  I had requested a phone call from a manager several times.  This request for help was completely ignored and no manager or supervisor ever called me.  I really, really wanted to get the device to work, but these people absolutely could NOT communicate other than continuing to spout the useless instructions from their script.

  In addition, the business response to this complaint references the original "damage" to the device in an attempt to insinuate that I damaged it and caused the problems, and am generally an untrustworthy person.  They didn't provide the entire story, of course.  What happened was this:  I tried to activate the device, but it failed.  I planned to call the customer service agent the following day during business hours, expecting that it would be a simple solution.  In the meantime, I went ahead and put the new collar on my dog.  This was a new device which was the whole integrated collar - very different from the previous device which attached to the regular dog collar, so I wanted to see how comfortable it was for my dog.  While he was wearing it, the battery compartment cover FELL OFF.  Yup, it seems to have just fallen off during the course of normal wear for those few hours, and of course, he chewed it up.  I requested a replacement cover, but also expressed my concern that it had come off so easily within the first few hours of my dog wearing the collar.  The agent obsessed about the fact that it got chewed up, completely ignoring the reality that my dog CAN'T CHEW ON HIS OWN NECK.  Did he scratch his neck thereby causing the cover to come off?  Maybe.  But a dog collar should be designed to withstand scratching as that is a common and normal dog behavior.  The agent refused to acknowledge any weakness or flaw in the product.  I expressed concern that a replacement cover would also come off, but that concern was utterly dismissed and ignored.  Since it was true that my dog had contributed to this problem, I just ordered the new cover and went on, hoping that in the future the device would prove more durable.  Of course, we don't know since it would never connect. 

  I will be satisfied when Whistle acknowledges and takes responsibility for their abysmal performance.  

  In the meantime, BUYER BEWARE.

   

  Sincerely,
  
  *******************************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been a customer for years. I was forced to buy the new tracker when Whistle made the original one non-functional and the new one uses satellite signal for ***** I paid for an annual subscription ($95.40) set to renew on 2024-04-27. My whistle is no longer tracking my pet when he leaves the wifi-range. I have contacted whistle and followed all trouble shooting steps. Once I get home, I can see the tracking history of where he's been, so I know the *** is working. I believe this is a software issue or something else, but I am no longer getting the service I have paid for. I canceled my subscription on 2024-02-21 and am seeking 2 months of proration ($15.90) for the unused service since Whistle is not able to provide me with the service I have paid for.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased this device in May of 2022. At first, I had no issues with the Whistle Switch. In June/July of 2022, I moved across the country due to military service. While moving, the device could not be connected to Wifi, but I had an active data subscription plan. After this move, the device failed and would no longer connect to wifi or update my pet's location. After attempting to troubleshoot the device, I was given a replacement device. During this time, I was still in the process of moving. The device originally worked when connected to my friend's wifi (I was temporarily staying there during my move). After moving to my permanent address, this device had the same issue the previous one had. After not being connected to the wifi for a while, it would no longer allow me to connect it to any wifi connection or update my pet's location, rendering it useless. I then contacted customer service and spoke to them extensively (including 2 phone calls and countless hours spent troubleshooting). The device was never fixed. I asked for a replacement with a different model device (my other dog had that different model and had no issues) and was refused. I asked for a refund, and I was refused. **************** would not help me fix their defective device, besides giving me the same steps I had already tried over many hours. After this, I got frustrated and did not contact them, as I was serving in the military and couldn't take this issue any further. After separating from the military, I recently contacted them once again trying to troubleshoot this issue. Despite them acknowledging the device is defective, they will not offer any replacement or even a discount. While the device was still under warranty, I requested a replacement or refund per their own warranty terms and it was not provided. This device has not worked since shortly after it was purchased, and they can see that in their data/history for the device.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased whistle device and have used the app for the last 3 years. The cost of the device as well as the subscription every year for three years. We recently moved to another apartment. We don't have **** currently set up at our new apartment. I was concerned this would drain the device's battery. To my surprise the device is on battery save mode back at our old apartment. When I have walked my dog recently the app registers the location at our new apartment, around the building. When I get inside and settled in, the device pings back to my old apartment. I have attached screenshots showing my current location and the bluetooth proximity showing I am close to the whistle. However the device still showing as being at our old apartment. This was while I used the live tracking feature. I believe the app is using my phones location instead of the device. This is very upsetting. Moving to a new place my dog could very well have escaped and he would not have known where home was. And the app doesn't seem to be capable to locating the device unless by proxy assuming my dog is with me.

  Business response

  09/14/2023

  ******, I'm so sorry to learn of the issues you're experiencing with your Whistle device. The health, happiness, and safety of your dog is so important to us. We also want you to feel confident that your Whistle device is performing the way you expect and need it to. 
  I see that you accessed our self-service assistant on June 18, 2023, and this complaint makes it clear that you didn't get the resolution you were seeking. I've asked one of my customer support team leads to reach out to you at the email address you provided here to see if we can help troubleshoot the issue and find a solution. I also confirmed that we have your correct phone number on your account in case we need to call you. If, for some reason, we are unable to reach you via those methods within the next 48 hours (today is Sept 14, 2023), please reach out to ********************************** or call us M-F at ************** 
  I will also be personally reviewing the troubleshooting steps provided by the self-service assistant to see if there are any improvements that will make that service more helpful going forward.
  Thank you for calling this to our attention! 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to lodge a formal complaint against the Whistle Company for not honoring the warranty of their GPS device for pets, which I purchased through Amazon.After 90 days of use, the device stopped functioning properly. As per the warranty agreement, I contacted Whistle's customer service expecting them to rectify the issues I was experiencing. Instead, they refused to honor the warranty, stating that my purchase had been redirected to a third-party reseller via Amazon.At the time of purchase, I was unaware of this detail and I made my purchase directly from Amazon, a platform I trust and use regularly. I find it unreasonable for Whistle to absolve itself of its warranty obligations based on this technicality. It's natural for a consumer to assume that a warranty is tied to the product itself, not the purchase pathway.I strongly believe that Whistle's actions violate my consumer rights and contradict the principles of fair business practices. The company's unwillingness to uphold their warranty has left me with a defective product and out of pocket for the service fee. I am deeply disappointed and unsatisfied with their service.Through this complaint, I demand that Whistle either repair or replace the defective product or provide a full refund for the product and service fee. I believe that this is a fair and just resolution to the current predicament.Thank you for your attention to this matter. I trust the BBB will be able to help me resolve this issue.

  Business response

  08/03/2023

  Dear *************,
  We have reviewed your complaint and we do take these issues very seriously. Whistle devices are designed with the utmost care for the health and safety of pets!
  In reviewing your information, we can see from the receipt you provided that you purchased the device from an Amazon seller called Kasande Beauty Fast Shipping. Please be aware that Whistle never redirects to other sellers. This seller is not an authorized Whistle device seller. We cannot guarantee devices sold through unknown or unauthorized sellers because we cannot ensure the condition of the device. It may be new, but it may be used or even damaged or tampered with previously. We have no way to know from where this seller obtained the device or in what condition they are selling it. Thats why the manufacturers warranty cannot cover these devices. So, when purchasing from third party sellers, any disputes or returns must be handled by the seller or by Amazon.
  We're sorry we cannot accommodate the solution you're requesting. As a courtesy we have refunded your current subscription in full, instead of prorating for the time already used. You should see that refund post within 5-7 business days, depending on your banks processing times.
  
  Whistle Customer Support
  
  

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a Device that carries a 6 month warranty. The device performed poorly on it's sole purpose: tracking the pet. But it had saved me a couple times in a pinch, so fine. Paid for one year of subscription ($120) instead of monthly. The device broke 5 months in, they have discontinued this device and refuse to replace it even being inside of warranty. Sure- at least give me my money back for a service I won't be utilizing- nope. They refuse to refund me for the service even though if I had paid monthly I would be able to cancel and not pay for those six months. Ridiculous business tactics and they obviously have issues with these devices if they discontinued them. Beyond the fact they won't replace my device. Which is fine- I don't want to do business with them anymore now. I just want my money back for the months of unused service.

  Business response

  07/07/2023

  I'm so sorry that you've had this experience with your Whistle device. We do strive to provide the best care for pets and support to pet parents, and so we are always working to make improvements. Unfortunately, we cannot guarantee items sold by third-party sellers, so any product refunds or exchanges would have to be handled directly with the seller. I see that you activated the annual subscription for the device on January 7, 2023 at the annual cost of $80. I apologize, but I do not see a charge for $120. The information our agent provided about the terms of cancelling a subscription is correct, but I have gone ahead and initiated a refund for the remaining six months on the subscription. Based on the $80 subscription charge, that is a refund of $40 and you should see that post to your account in approximately 5-7 business days, depending on your bank's processing times. 
  I do apologize again for the poor experience you've had. Please reach out to our support team if you have any other concerns.

  Customer response

  07/07/2023

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I just today received notice that the 3g network the Whistle 3 trackers use was shut down in 2022. I never received any notice about this via email, mail, or phone. I have been paying $80/year x2 trackers for nothing! And they never had the decency to cancel my subscription even though it was for an inoperable device. I purchased two trackers in May 2019 for $225, and have paid $480 in subscription fees since then, for a product that worked for only two years then was disabled with no notice or refund. I called customer service and was only offered a $30 coupon for new trackers. Unbelievable. I need a full refund for the unfulfilled subscription services and useless devices.

• Initial Complaint

  03/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased the Whistle ************ collar and tracker last summer directly from their website. We paid around $110 for the device. The device is designed as a plastic GPS module with plastic teeth that twist firmly into a metal bracket on the dog collar. The first time we went to remove the device as designed and instructed to charge it, one of the plastic teeth broke off deeming it unusable. When we called Whistle, they offered to replace it. We received the replacement. Unfortunately as soon as we went to remove it as designed to charge it again, it broke the exact same way. When we called to have the now reoccurring problem addressed, they blamed it on faulty plastics acknowledging the problem. When we asked them for a reasonable solution as now they were trying to send us our third unit, they suggested we purchase their new unit that doesn't contain the twist design at full price. They also made clear that the only thing they would be willing to do, even after acknowledging that there was a flaw in the design and material that caused it to break, was to replace it with an equally faulty device until the one year warranty from the original sell date was up. At which point even if there was a record of the same reoccurring defect, they would cease to replace it or address the problem. They refused to refund us or give us a credit towards the unit without this flaw cause it was after 30 days from the original purchase date, even though the flaw would not be discovered until after that when you went to charge the unit as the battery lasts around a month. We are left with a product that we cannot use as designed, as using it as designed causes it to break and be unusable, with the only solution being to replace it with another equally faulty unit until the warranty is over and we have no solution at all.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I got a push notification that my Whistle Go wasnt connecting to wi-fi. The device actually wasnt transferring any information to the app, including location services. I didnt receive an email regarding a failure in the device.I contacted ********************** **. Over 4 days and 16 emails I was given troubleshooting tips, then asked a series of questions and photo requests, not giving a reason why. Over this time, the ** rep provided incorrect information and asked for information I had already given. I asked if there was a phone number to call because this was not an efficient way to solve the issue. They never responded.On 02/28/23 they told me my warranty was out on the device and there was nothing they could do. They did not mention that they were unable to troubleshoot the issue, so this development was a surprise.****** was purchased 02/03/22. It shipped 02/04/22. It was delivered 02/09/22. The device stopped working 02/20/23. I did not realize until 02/24/23 and immediately contacted customer support. I mentioned these dates in a follow-up email, noting if I started using the device 02/09/22 and it stopped working 02/20/23, that is only 11 days out of warranty. They informed me that my warranty began as soon as I ordered the device and I didnt reach out until 02/24/23, so sadly that is out of the 2-week grace ****** we offer for issues this close to the warranty.Ive been a customer since 2019. My 1st device worked for 3 years, then I was informed I needed to purchase a new one because my current one would not support the network upgrade. I was offered a small discount. Whistle did not have control over the network upgrade, but they certainly took advantage and profited. This new device failed after a year. Based on customer service I was provided, Im not even sure they have technicians that are familiar with the hardware and app so they can provide troubleshooting.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We purchased a Whistle dog gps tracker continues to malfunction. We have contacted Whistles Technical support multple times who is unable to help us with the issue. We have asked for a replacement as the item is under warranty. They will not issue a replacement as we requested.I would like them to contact me before I disupte the charge on my credit card.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩