Unresolved service tickets and non-working toilet
I have almost 10 tickets with Pebble and zero responses. Now I hear a Pebble representative left, which I consider a serious red flag. They are the only person to address any of my more serious issues, like Pebble not waking up after all procedures were followed, etc.
Some things, like my toilet, which has never worked, should have been addressed immediately, and it’s been months now. I even asked for permission to start pulling stuff apart to fix it myself, but I wanted it in writing that I wasn’t voiding any warranties first. Crickets…
Pebble is either going bankrupt or on the cusp of getting much better in terms of production quality and service. Service and owner follow-up sucks. That’s just the truth of it. There is no follow-up. There are no repairs: no 30-watt adapter replacement, no door closer replacement, not one follow-up to a single request except a computer-generated reply. I have no idea if a human even knows I have a non-working toilet.
My understanding is Pebble is not highly leveraged, so I’m really hoping they are solid. Regardless, I will not say anything on social media, but here I can say unequivocally: if I was asked, I would tell people not to buy a Pebble. There is zero support, and people can log on here once in a while and say, “Oh, we’re working on it,” and all this other stuff, but it’s just talk at this point. The support is not there. As a hotel owner, I would be out of business in a year with this level of communication with customers.
Very understandable, your angst. I was having a similar experience and finally decided that I would go in person to the factory to get answers. After I made the company aware of my intentions, my phone was called pretty much daily. I believe their transition to new IT systems created many issues and now they are playing catch-up. Clearly the service department needs tons more support, and voicing problems and concerns on this forum has helped—at least for some customers. Keep squeaking!