ComplaintsforNarwal
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Complaint Details
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Initial Complaint
01/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
- The date of transaction is August 4th, 2023, I bought the Narwal **** ***** ****** *** *** on ****** Narwal store. - I paid $917.49 to the business. - The business committed to provide 1 year guarantee for this product. - The robot began to have malfunctional noise after 4 months of use. We've tried to change all accessories and followed the instructions they provided. I've requested them to repair the product, or replace the item or refund. However, after one month of communication over email, I still didn't get the robot fixed. The product cannot be used over 1 month during the 1 year guarantee. Now I need the business to replace the robot to a new one instead of repairing this robot, it's unbearable to waste so much time to communicate with them, and I think they're just communicate to buy time. - Order number: *******************Customer response
01/04/2024
Hi, here's the address of Narwal: ****************
Specifically I bought the item on ****** ****** ****** *******************************************************************************************
Business response
01/15/2024
Dear Officer,
I hope this message finds you well. I am writing to update you on the progress of a customer support case involving a product malfunction. Since receiving the customer’s initial inquiry on November 30th, our team has diligently provided troubleshooting guidance and requested necessary information for processing aftersales support. However, we encountered some delays in communication as the customer's responses were infrequent, with no significant update received until December 26th.
Throughout this period, we have maintained active communication efforts and have endeavored to deliver the highest level of assistance. While we acknowledge the customer's need for aftersales service, we are pleased to inform you that we have facilitated this process by issuing a complimentary shipping label for the customer to return the defective unit.
As of now, we are awaiting the return of the product to proceed with the replacement. Please be assured that all actions taken have been in strict adherence to our aftersales policy framework.
We appreciate your understanding and are committed to resolving this situation to our customer's satisfaction.
Thank you for your attention to this matter.
Sincerely,Robin
Narwal
Initial Complaint
11/23/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We purchased the Narwal T10 on 2/10/22. The vacuum was initially functional but suddenly stopped working in August. There is no damage to the unit, it charges and turns on when plugged in. The developers pushed an update that completely bricked the device. It is unresponsive to buttons as well as app commands and unable to connect to wifi to receive any patches or further updates. Upon contacting the company for user support, I was forwarded only a device manual. The device manual does not address any of the issues the vacuum is experiencing.
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Contact Information
8845 Governors Hill Drive Suite 201
Cincinnati, OH 45249
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.