I have sent several messages, emails, and support requests via phone, yet not received a single response from Pebble. I think they have created an amazing product, but nothing but crickets.
I had an incredibly tough time with communication when I had random door-unlocking issues: unanswered emails and messages for weeks. Once I got hold of someone, the repairs were done quickly, but it leaves a sour taste to be ignored for so long on such an important issue.
There is an automated email response to all support requests assigning a number to your issue. If you did not get that, emails are not getting there. As always, check the spam folder.
I am sorry you had that experience. I have had the opposite experience.
Make sure you are calling the right number, 866-732-2518, and emailing tickets to support@pebblelife.com.
I have had a fairly long punch list. I took delivery mid-April, with a build number maybe in the 80s. They will not say exactly. Knowing your build number would be helpful to know whether you were before or after a fix or change. I think we might have been one of the first Magic Pack deliveries. We have a fully spec'd Magic Pack.
I have gotten responses to every phone call and support-ticket email I have sent, and there have been a few—six or eight. I have had a mobile tech come to my house twice, and my Pebble is currently in for service at Fremont HQ. They are replacing the solar panels and addressing much more before our upcoming August trip. They seem to be hearing owners, getting more responsive, and covering repairs.
Very happy for you. We were told they were going to repair it as if it was day one. I really want this company to succeed and believe in its vision.
Did you get acknowledgement emails that your support ticket was received?
I would really like to see all these things organized too, for full disclosure and reference. I keep posting issues not so much to complain, but to give other owners a heads-up to check whether they have the problem too. If we knew build numbers, Pebble could say something like, “After build #99, that latch was updated,” and owners could know whether to check for a replacement.
My build didn’t have some problems documented on the forum for the first releases. Pebble quietly fixed or changed some things. But they also delivered some units with known issues, like the sewer-hose hatch. I think it would have been cheaper and better PR in the long run to fix that before so many of us lost hoses on the road.
Still love my Pebble and the company. Happy to be part of its growing pains.
Yes, but no follow-up from Pebble.
I started a ticket with a summary of all our open tickets and got a reply that addressed each item.
I wonder if they triage the issues. I had some big ones that were safety issues and water-intrusion issues, which might have pushed me up the support queue. I also have the advantage of being two hours from Fremont HQ. I am not sure whether that makes a difference. Pebble support almost always answers the support phone; we called around 8 PM PDT and were surprised someone answered.
I understand not all issues will have the same priority, but I believe it is reasonable to:
Jira, anyone?
I have no doubt Pebble is using an issue-tracking tool internally, and I understand not exposing all that data for competitive reasons. The key for me is owners gaining access, when logged into their Pebble account, to at least a subset of data for their individual issues. That seems reasonable and customer-focused.
We really need the ability to review the status of our open support tickets.
Pebble, please work on this.