Issueopen
Pebble acknowledges support-response and service delays
2 months ago
Pebble acknowledges that some owners have waited too long for a response, had to follow up more than once, or were left unsure about their case. Support and phone systems are moving to new platforms, which has caused delays. Pebble says it is working through the backlog and improving case assignment, tracking, follow-up, communication, and resolution times.
I appreciate the public acknowledgement, but follow-through and communication need attention. I have repeatedly been told that a service technician would be sent to resolve issues, only for weeks to turn into months with little or no communication. For a premium product, product issues lingering for months because service is unavailable does not match the expected ownership experience. Rebuilding trust will require consistently delivering on commitments and resolving issues promptly.